![Amazon Go Storefront, showing a black entrance with bright orange dots, white logo and a female shopper.](https://www.davaco.com/hs-fs/hubfs/amazon-go-hero.jpg?width=1600&height=1067&name=amazon-go-hero.jpg)
AMAZON GO
CASE STUDY: TECHNICAL SUPPORT & REPAIR SUPPORT PROJECT
![amazon go logo 2](https://www.davaco.com/hs-fs/hubfs/website/Logos/amazon%20go%20logo%202.png?width=250&height=53&name=amazon%20go%20logo%202.png)
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.](https://www.davaco.com/hs-fs/hubfs/amazon-go-endcap.png?width=400&height=400&name=amazon-go-endcap.png)
![Bright grocery aisle inside Amazon Go, showing natural-colored food packaging for an eco-friendly feel, with bright beverages lining the side aisles.](https://www.davaco.com/hs-fs/hubfs/amazon-go-exit.png?width=400&height=400&name=amazon-go-exit.png)
![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.](https://www.davaco.com/hs-fs/hubfs/amazon-go-aisle.png?width=400&height=400&name=amazon-go-aisle.png)
![Black end cap of a store aisle inside Amazon Go, featuring white coffee mugs and bright orange coffee to match Amazon's color scheme.](https://www.davaco.com/hs-fs/hubfs/amazon-go-endcap.png?width=400&height=400&name=amazon-go-endcap.png)
![Bright grocery aisle inside Amazon Go, showing natural-colored food packaging for an eco-friendly feel, with bright beverages lining the side aisles.](https://www.davaco.com/hs-fs/hubfs/amazon-go-exit.png?width=400&height=400&name=amazon-go-exit.png)
![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.](https://www.davaco.com/hs-fs/hubfs/amazon-go-aisle.png?width=400&height=400&name=amazon-go-aisle.png)