Case Study: Daraz achieves a 26% increase in customer satisfaction with Amazon Web Services (AWS)

Daraz increases customer satisfaction by 26% using AWS.

Daraz is a leading South Asian e-commerce marketplace (2 million products, 30,000 sellers, 5 million customers) serving Pakistan and four neighboring markets. After a major backend crash during Black Friday 2016 and recurring network outages tied to its hybrid, third‑party hosting setup, the company urgently decided to migrate its customer‑facing workloads to the cloud to prevent future downtime during peak campaigns.

Daraz completed a four‑month migration to AWS, using Amazon EC2, Elastic Load Balancing, multi‑AZ deployment, CloudWatch, Amazon RDS (MariaDB), S3, and Amazon Polly for automated order‑status calls. The move delivered stable, scalable performance (handling spikes from ~200k to >1M requests/second), simplified operations so an eight‑person team manages 24/7, cut call handling time by >40%, and boosted customer satisfaction—survey scores rose from about 3.5 to 4.8 out of 5 (reported as a significant improvement).

Daraz

Rai Umair

Chief Technology Officer