Retail
DoorDash‘s multi-sided marketplace faced challenges in efficiently serving Merchants, Dashers, and Consumers due to an outdated Interactive Voice Response (IVR) system with touch-tone menus. This led to frustrated callers resorting to pressing “0” to reach a live agent, causing misrouted calls. Read the Case Study to see how CloudCookies improved call routing accuracy by over 35% for 15 unique call reasons in just eight weeks, while reducing contact center costs, enhancing customer experience, decreasing hold times, and promoting self-service.
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Browns Shoes is a well-established Canadian footwear retailer founded in 1940 by Benjamin Brownstein in Montreal, Quebec. They offer a diverse range of footwear for men, women, and children, including popular international brands and designer labels. With both physical stores across Canada and an online platform, Browns Shoes is known for its commitment to quality, excellent customer service, and staying current with fashion trends, making it a go-to destination for stylish footwear. Read the Case Study to see how Browns Shoes was able to migrate to AWS, migrate to Amazon Connect and Kustomer CRM to streamline operations.
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Transportation & Logistics
Amazon Freight Shippers can leverage Amazon’s supply chain capabilities and technology, in addition to 30,000+ Amazon-owned trailers and 30,000+ trusted carriers to meet your shipping needs. Amazon Freight offers the dependability, reliability, tracking, and high performance you deserve from your shipping partner. The Amazon network runs 24/7, 365 days a year, and as a part of Earth’s most customer-centric company, they’ve built easy-to-use solutions to ensure visibility from quote to payment. Read the Case Study to see how Amazon Freight modernized their contact center operations with CloudCookies and Amazon Connect.
Insurance
A leading national insurance provider set out to modernize its contact center operations and deliver a more responsive, customer-friendly experience. Faced with growing call volumes, long hold times, and limited self-service, the company partnered with CloudCookies to rapidly pilot and deploy a modern solution powered by Amazon Connect. By leveraging the CloudCookies Sandbox, they accelerated their rollout timeline by more than two months. Read the case study to see how CloudCookies introduced intelligent callback scheduling, automated messaging, and scalable self-service—without disrupting day-to-day operations.
Legal Services
USA Legal Resource is a leading legal services provider dedicated to streamlining access to expert legal support across the U.S. By leveraging the CloudCookies Sandbox to validate technical fit, the company accelerated its migration to Amazon Connect and implemented AI-powered features like Contact Lens, Amazon Q, and integration with their own Large Language Model (LLM) for legal services. In just a few months, USA Legal Resource reduced contact center costs by 27%, improved agent productivity, and brought new digital capabilities to market three months ahead of schedule.
Travel & Hospitality
Flair Airlines is Canada’s only independent ultra-low-cost carrier (ULCC) and is trailblazing with an ambitious, rapid expansion to disrupt the monopolistic practices of Canadian airlines. Flair believes in air travel for all and that Canadians have paid far too much for far too long. Flair’s unwavering mission is to make travel more accessible, more affordable, and more exciting – to everyone. Read the Case Study to see how Flair Airlines was able to migrate to AWS, implement AWS Single Sign-On (SSO) to streamline operations, adopt Kustomer CRM, and fully migrate to Amazon Connect in less than four weeks.
One of Europe’s leading airlines is redefining the travel experience with a bold digital strategy focused on intelligent automation, always-on customer support, and real-time personalization. Operating in a high-volume, high-stakes environment, the airline partnered with CloudCookies to migrate to a custom Amazon Connect contact center and a 24/7 Enhanced Support model that acts as an extension of their team.
Read the case study to see how CloudCookies delivered integrated CRM experiences, AI-powered self-service, identity verification, real-time data access, and around-the-clock operational support to ensure every traveler interaction is fast, secure, and seamless.
