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AMAZON GO

CASE STUDY: TECHNICAL SUPPORT & REPAIR SUPPORT PROJECT

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Amazon Go Technical Support & Repair Field Support Project

CLIENT NEED

Amazon Go sought out swift and reliable technical support and repair services to guarantee the seamless functioning of their compact stores.

Amazon Go needed a partner who could provide rapid, round-the-clock support and achieve high first-time fix rates, due to varying support call durations and a significant need for nighttime repairs.

DAVACO'S SOLUTION

DAVACO delivered Amazon Go with tailored solutions for project management, coordination, and technical support, specifically designed for their small-format stores.

Our 24/7 call center, dispatch system and field support training ensured quick responses, higher success rates and improved service quality.

Project Included:

  • Technician Calls Range From 30 Minutes to Several Hours  (National Average is 3.14 Hours On-Site)
  • On-Site Response Expected Within 4 Hours for Highest Service Level
  • 91% Of Repairs Are Completed at Night
  • DAVACO’s North American Call Center Responds to Service Inquiries 24/7/365 And Dispatches Approximately 150 Tickets Per Month
  • Support Training Online for the Field Support Team
  • Guidance for Engineers Should Problems Arise On-Site
  • The DAVACO Team Worked on a Simplified Process in Line with Amazon S.O.P.s

CLIENT BENEFITS

  • Improved service metrics by dispatching the right engineer for the job and enhancing overall service quality
  • Higher first-time fix rate 
  • Improved SLA Compliance (from 30% to 80% within three months of rollout)
Black end cap of a store aisle inside Amazon Go, featuring white coffee mugs and bright orange coffee to match Amazon's color scheme. Bright grocery aisle inside Amazon Go, showing natural-colored food packaging for an eco-friendly feel, with bright beverages lining the side aisles. Automated exit and entrance of Amazon Go, a self-serve grocery store. Image shows black shelving with food items and a subway-style automated entrance and exit bar.
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