Normalized claim
Quantified impact: 72-93% increase
Customer satisfaction improved from about 72% to 93%.
Traeger Grills improves customer satisfaction and first-call resolution using Amazon Connect + Amazon QuickSight (with Amazon Q testing)
Use case typeCustomer experience analyticsUpdated Jun 13, 2026
Traeger Grills is a consumer grill and accessories brand whose customer experience team handles order management, customer service, and technical support for customers and partners. The team wanted to own its own service data and reporting to better monitor performance, equip 500+ agents with KPI visibility, and improve order forecasting for warehouse partners.
- Organization
- Traeger Grills
- Industry
- Retail
- Location
- United States
- Published
- March 2024
Reported outcomes
72-93%
quantified impactCustomer experience
40-75%quantified impact−81%cost
Strategic outcomes
Customer experience & trustImproved customer satisfaction and resolutionBetter decisions & insightGained KPI visibility for service performanceMarket & geographic expansionShared forecasting data with warehouse partnersCost efficiencyReduced expedited shipping costs
Catalog median for customer experience deployments: +25% across 53 reported metrics. Compare benchmarks →
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Quantified impact: 40-75% increase
First call resolution improved from about 40% to 75%.
Normalized claim
Cost: 81% decrease
The company reduced expedited shipping costs by 81%.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Traeger Grills
- Provider
- AWS
- Maturity
- Production
- Linked source
- AWS Blog
Deployed Amazon Connect to manage agents' work and used Amazon QuickSight for self-service dashboards and reporting
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 4
- 1Customer Experience Analytics
- 2Contact Center Analytics
- 3Business Intelligence
- Legacy BI tools were too costly for licensing 500 agents and too slow to deliver dashboards and reports.
- The team lacked ownership of customer service data and timely insight into call center performance and order forecasting.
- Warehouse partners needed better demand visibility to staff for service-level agreements.
- Deployed Amazon Connect to manage agents' work and used Amazon QuickSight for self-service dashboards and reporting.
- Built datasets and dashboards from Amazon Redshift, Amazon S3, DynamoDB, Amazon Connect real-time analytics APIs, and CSV files.
- Automated reporting and created action plans around KPIs such as customer satisfaction, first call resolution, average handle time, and warranty spend.
- Shared forecasting data with warehouse partners and tested Amazon Q in QuickSight for product information.
- Customer satisfaction improved from about 72% to 93%.
- First call resolution improved from about 40% to 75%.
- The company reduced expedited shipping costs by 81%.
- The team was able to reduce headcount while improving customer experience and sales.
Architecture
Amazon QuickSight pulls data from Amazon Redshift, Amazon S3, DynamoDB, Amazon Connect real-time analytics APIs, and CSV files to create dashboards and automated reporting for call center KPI tracking and partner forecasting.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Quantified outcome available
- Technical implementation details available
Type: Blog PostPublished: Mar 18, 2024Publisher: AWS BlogEvidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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