Customer experience is a crucial aspect in organization performance, every touch point for customer influences the customer satisfaction and loyalty either positively or negatively which in turns affect the organizations reputation and income. Organizations powered by intelligent customer service can create a true value and engagement experience for their customers. Lean company is in a position to reassess its agility and to make the necessary adjustments to achieve speed, flexibility and response. This requires the development of a virtual supply chain which can be reconfigured to meet volatile demand. The fundamental principles of lean are the reduction of waste and the development of a production process that operates on a pull force from the customer (Womack & Jones 2003:24). For Toyota, this approach to manufacturing allowed them to reduce their cost of production and to develop markets both within Japan and internationally.