Case Study: AO.com achieves a single customer view to improve customer experience, fight fraud, and meet GDPR compliance with MongoDB Atlas

AO.com Turns to MongoDB to Build a Single Customer View

AO.com, a leading UK online electrical retailer known for its obsessive focus on customer experience, needed to unify scattered customer data across multiple systems to deliver a 360° single customer view. The goal was to improve contact-centre interactions, speed fraud detection, and meet GDPR requirements while avoiding disruption to source systems.

The team built a single-view platform on AWS using Apache Kafka for data ingestion and MongoDB Atlas for a flexible, managed document database, moving from prototype to production in months. The result is a scalable, low-latency system (queries ≈10 ms, writes ≈5 ms) that has improved fraud detection, cuts call-handling time by up to 40%, simplifies GDPR responses, and enables new data-driven services.

AO.com

Jon Vines

Software Development Team Lead