OUR WORK
Disrupting the industry, one location at a time.
AMAZON GO
CASE STUDY:
Technical Support & Repair 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 CANADA’S SOLUTIONS
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)