Case Study: Netflix achieves fast, scalable cloud-based customer service with Google Chrome (Chrome Enterprise)

Netflix - Customer Case Study

Netflix, a global streaming service with over 65 million members, faced operational limits in its Salt Lake City call center due to aging desktop hardware, spare workstations, and the burden of managing multiple vendors from a remote location. As the center grew, adding reps and replacing broken equipment was time-consuming and costly, reducing floor space and diverting IT resources from customer-facing priorities.

By standardizing on Chrome Enterprise with Chromeboxes for agents and Chromebooks for supervisors, Netflix moved the contact center to the cloud and enabled instant, policy-driven provisioning and simple plug-and-play device replacement. The shift cut setup time to seconds, reduced trouble tickets and IT overhead, and let reps get to work immediately—enabling faster scaling and better customer service.

Netflix

Ashley Sprague

Director of IT