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TECHNICAL SUPPORT & REPAIR FIELD SUPPORT TEAM

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DAVACO's Role: Project Management, Coordination, and Support of Technical Solutions for On-Demand Repairs and Assistance in Small Format Stores

PROJECT SCOPE

  • 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

RESULTS

  • Improved Service Metrics by Dispatching the Right Engineer for the Job and Enhancing Overall Service Quality
  • Higher First-Time Fix Rate Than Prior to DAVACO Providing Services
  • SLA Compliance Improved From 30 Percent to 80 Percent Within Three Months Solution Rollout

ON-SITE OR REMOTE TECH SUPPORT - WE DO IT!

SCHEDULE A CALL

WHAT HAPPENS

NEXT?

1 SCHEDULE A CALL WITH AN EXPERT
1 (2) WE CUSTOM BUILD A SOLUTION THAT WORKS
1 (3) REST ASSURED WHILE WE GET YOUR PROJECT DONE

BRING US YOUR PROJECT, WE'LL HANDLE THE REST

SCHEDULE A CALL