Lighting up customer service through an AWS-based contact center
Thanks to its new contact center based on AWS the retailer of premium lamps Lampemesteren is now able to quickly meet company needs and to better serve its customers.
#customer service
#contact center
#AWS
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The project at a glance
Storm Reply supported Lampemesteren to migrate its legacy contact center to take advantage of a cost-effective, fully managed, scalable and highly available service.
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The Scenario
Time-intensive processes due to legacy solution
In 2011, Lampemesteren embarked on a digital transformation of its 100-year-old business, developing an online shop to meet its customers' expectations. Over the years, the contact centre that Lampemesteren is using for its online shop had become obsolete, so any workflow changes or additional integration took weeks or more. That is why Lampemesteren needed to find a new solution to be able to serve a growing market and scale efficiently to meet peak demand without any interruption during sales periods.
The solution
Improved customer service
thanks to a new contact center
To enable these necessary changes, Storm Reply implemented a new contact center based on the AWS service Amazon Connect for Lampenstren. Integrations and workflows are now managed directly by AWS Lambda, a serverless, event-driven computing service. The new solution allows Lampemesteren to quickly meet company needs and to better serve its customers in a more competitive and cost-effective way.
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The results
Boosting agility
The new contact center that Storm Reply implemented for Lampemesteren enabled the company to act more agilely because of different factors:
Cut time for new workflow
and features
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Improved overall scalability
and resiliency
Reduced operational
burden
Lampemesteren is the most successful online shop for exclusive lamps and premium lighting design in Northern Europe. Founded in 1927 in Denmark, it still has its headquarters and showrooms. It deals with over 20.000 products and more than 100 top brands in 19 Countries around the World. Lampemesteren is part of the Luqom GmbH Group, the leading online retailer of lighting products in Europe.
Storm Reply is specialized in the design and implementation of innovative Cloud-based solutions and services. Through consolidated expertise in the creation and management of Infrastructure as a Service (IaaS), Software as a Service (SaaS), and Platform as a Service (PaaS) Cloud solutions, Storm Reply supports important companies in Europe and all over the world in the implementation of Cloud-based systems and applications. Storm Reply is AWS Premier Consulting Partner.