Learn how Strix unified customer service across its monitoring center and multiple external providers with Amazon Connect, creating a single operational channel for inbound and outbound communications.
Strix operates in the vehicle tracking and monitoring industry, supporting customers through a monitoring center that handles a constant volume of service requests.
Its customer service operation involves multiple external providers and systems, with different vendors responsible for processes such as billing, scheduling, installations, and other operational needs. This makes coordination between customers, operators, and providers a critical part of the customer experience.
Strix coordinates customer service across multiple external providers. Because of this, every customer interaction can trigger several independent processes.
The WhatsApp Business provider, case management platform, and institutional communication channels all operated separately. A single customer inquiry could therefore require operators to switch between systems and coordinate manually with different vendors.
This created several operational challenges.
Every new customer need could require a separate build. For example, the team needed one integration for billing, another for scheduling, and another for each new provider.
The tools also lacked shared visibility. This made outbound communication and provider coordination more complex.
Inbound calls worked well when everything followed the expected process. However, when teams needed to contact a customer or coordinate externally, they had to leave the contact center environment.
The challenge went beyond managing customer service volume. Strix needed to orchestrate inbound service, outbound communication, and third-party systems within one unified operation.
DinoCloud designed an architecture that uses Amazon Connect as the single point of contact for the operation. It connects customers, the monitoring center, and the different systems and providers involved in the service.
The solution relies on two core pillars:
Instead of creating isolated integrations for every new need, DinoCloud structured the operation around reusable business flows inside Amazon Connect.
These flows manage billing inquiries, device installation scheduling, and other service processes.
They also allow outbound campaigns to reach customer lists from institutional channels. Operators no longer need to contact each customer individually.
This approach created a more scalable foundation for adding and evolving customer service processes.
When an automated flow cannot resolve an inquiry, the system automatically creates a ticket in the provider’s case management platform.
A human agent can then take over through WhatsApp. After resolving the case, the conversation returns to automated service.
The customer does not need to restart the interaction or repeat information.
At DinoCloud, we specialize in building cloud solutions that deliver real business outcomes. From automating customer interactions to connecting fragmented operations and enabling teams to work more efficiently, we design solutions around real business challenges. If you’re looking to solve a similar challenge, feel free to contact us here.
The implementation separated inbound flows, initiated by customers, from outbound flows, initiated by the operation.
The solution currently has 8 defined business flows running in production.
For outbound communication, WhatsApp messages are sent directly from Amazon Connect against institutional channel lists, removing the need for spreadsheets or separate external tools.
DinoCloud also integrated the existing case management platform so escalations and ticket creation could happen automatically rather than through a manual handoff.
The implementation incorporates WhatsApp Business Manager setup and best practices, including number registration, while the overall flow was orchestrated end to end across every party involved — including the components that do not live directly inside Amazon Connect.
The new architecture created a more unified and scalable customer service operation:
Most importantly, customer communication no longer needs to be orchestrated through a collection of disconnected tools. Amazon Connect becomes the operational layer that connects the customer, the monitoring center, and the external providers participating in the service.
This architecture is not limited to vehicle tracking or monitoring companies.
Any organization whose customer service operation depends on coordinating multiple external providers and channels can face the same challenge: fragmented tools, manual handoffs, limited visibility, and growing complexity every time a new business flow is introduced.
That can include monitoring and alarm centers, field-service scheduling, institutional or B2B2C programs, high-volume billing operations, and support desks.
With Amazon Connect as the orchestration layer, those interactions can be brought into a single operating model — while DinoCloud designs, builds, and integrates the specific business flows required by each organization.
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