CASE STUDY: TECHNICAL SUPPORT & REPAIR SUPPORT PROJECT
Amazon Go Technical Support & Repair Field Support Project
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 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.
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
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)
Discover the DAVACO Difference
DAVACO is the industry's leading facilities management services company that supports a diversified base of clients across both the public and private sectors with the development, transformation and maintenance of their physical sites.