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Optimizing Customer Support & Onboarding for a Global On-Demand Delivery Leader

  • The Customer

    The Customer

    One of the world’s largest on-demand delivery platforms, with over 56% U.S. market share and $10 billion in revenue, has evolved into a technology-driven logistics leader. Since its launch in 2013, the platform has expanded beyond food to include grocery, alcohol, and retail deliveries across 30+ countries. By leveraging AI and automation, it enhances convenience, empowers merchants, and redefines last-mile logistics globally.

  • The Challenge

    The Challenge

    Utilities-EWA-The-challenge.jpg

    The platform faced multiple operational challenges requiring swift, scalable solutions:

    • High Demand for Production Support – A vast customer base required strong backend systems to manage operational issues effectively.
    • Efficient Merchant and Agent Onboarding – The need to rapidly onboard new merchants and support agents to meet growing demand without compromising service quality.
    • Fast Issue Resolution – Timely handling of customer queries was critical to maintaining trust and satisfaction.
    • System Performance Optimization – Enhancing platform functionality, scalability, and security.
    • Scalability for Rapid Growth – Sustaining seamless operations amid accelerated business expansion.
  • The Solution

    The Solution


    CriticalRiver delivered a scalable, cloud-native solution leveraging Amazon Web Services (AWS). The implementation was designed to optimize support systems, speed up onboarding, and improve platform performance and reliability.

  • Solution Components

    Solution Components

    Amazon Connect, AWS Lambda, Amazon DynamoDB, Amazon S3, Cloud Security Standards Compliance, Real-time Alerts and Notifications

  • The Results

    The Results

    • Boosted Customer Support Efficiency – Faster resolution times led to higher customer satisfaction and retention.
    • Streamlined Onboarding – Reduced agent onboarding time improved operational agility.
    • Improved System Reliability – Cloud-first architecture ensured high uptime and minimal disruptions.
    • Lower Operational Costs – Optimized resource use brought down costs while maintaining performance.
    • Future-Ready Scalability – Infrastructure built to support continued rapid growth.
  • Conclusion

    Conclusion

    Through its AWS-powered solution, CriticalRiver helped the leading delivery platform streamline support operations, enhance onboarding processes, and build a scalable infrastructure. These improvements delivered a smoother customer experience, efficient operations, and long-term business impact.

The Customer

One of the world’s largest on-demand delivery platforms, with over 56% U.S. market share and $10 billion in revenue, has evolved into a technology-driven logistics leader. Since its launch in 2013, the platform has expanded beyond food to include grocery, alcohol, and retail deliveries across 30+ countries. By leveraging AI and automation, it enhances convenience, empowers merchants, and redefines last-mile logistics globally.

The Challenge

Utilities-EWA-The-challenge.jpg

The platform faced multiple operational challenges requiring swift, scalable solutions:

  • High Demand for Production Support – A vast customer base required strong backend systems to manage operational issues effectively.
  • Efficient Merchant and Agent Onboarding – The need to rapidly onboard new merchants and support agents to meet growing demand without compromising service quality.
  • Fast Issue Resolution – Timely handling of customer queries was critical to maintaining trust and satisfaction.
  • System Performance Optimization – Enhancing platform functionality, scalability, and security.
  • Scalability for Rapid Growth – Sustaining seamless operations amid accelerated business expansion.

The Solution


CriticalRiver delivered a scalable, cloud-native solution leveraging Amazon Web Services (AWS). The implementation was designed to optimize support systems, speed up onboarding, and improve platform performance and reliability.

Solution Components

Amazon Connect, AWS Lambda, Amazon DynamoDB, Amazon S3, Cloud Security Standards Compliance, Real-time Alerts and Notifications

The Results

  • Boosted Customer Support Efficiency – Faster resolution times led to higher customer satisfaction and retention.
  • Streamlined Onboarding – Reduced agent onboarding time improved operational agility.
  • Improved System Reliability – Cloud-first architecture ensured high uptime and minimal disruptions.
  • Lower Operational Costs – Optimized resource use brought down costs while maintaining performance.
  • Future-Ready Scalability – Infrastructure built to support continued rapid growth.

Conclusion

Through its AWS-powered solution, CriticalRiver helped the leading delivery platform streamline support operations, enhance onboarding processes, and build a scalable infrastructure. These improvements delivered a smoother customer experience, efficient operations, and long-term business impact.

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