Case Study: 407 ETR modernizes customer service with NeuraFlash and AWS

407 ETR achieves 99.9% platform reliability with NeuraFlash

407 ETR, the operator of Ontario's Highway 407, faced the challenge of modernizing its aging, on-premises contact center system. The platform was difficult to scale, offered fragmented reporting, and hindered innovation, which was a critical risk for this revenue-critical operation that serves as a customer service lifeline. To address this, 407 ETR partnered with NeuraFlash to migrate to a more modern foundation using Amazon Connect.

NeuraFlash implemented a cloud-based Amazon Connect solution tightly integrated with Salesforce. This provided a unified platform for over 250 agents, introduced natural language self-service and digital channels, and leveraged tools like Amazon Q for real-time agent assistance. The results were highly successful, including 99.9% platform reliability, 99.5% call recording capture, and stable call abandon rates at or below 5% from the start. This modernization by NeuraFlash reduced technical debt and operational risk while providing a foundation for future AI-powered customer experiences.

407 ETR