Case Study: a U.S. lending company reduces customer support transfers by 80% with CloudHesive’s Amazon Connect modernization

U.S. Lending Company cuts customer support transfers by 80% with CloudHesive

The customer, a U.S. lending company, faced challenges with its outdated Amazon Connect contact center. The environment was difficult to manage, leading to frequent misrouting of customer calls, high transfer rates between departments, and longer resolution times. This created operational friction and a poor experience for both customers and internal teams. CloudHesive partnered with the company to modernize its deployment.

CloudHesive redesigned the Amazon Connect environment with new call flows and a flexible data table architecture to improve routing accuracy and simplify administration. The solution reduced transfers from Sales to Customer Service by 80%, allowing customers to reach the correct team faster. The modernization also delivered improved first-contact resolution, reduced operational complexity, and created a scalable foundation for future business growth.