One customer. One ecosystem. Sixteen support contacts.
Jordan and Cecilia hosted three weeks of March Madness through an Amazon-saturated home. Three of their sixteen contacts dead-ended at the wrong team. The customer held it all as one product. The support reality did not.
This is how we map the ecosystem: one household's journey through Amazon CS, showing where support holds and where the thread breaks.
Estimate Illustrative scenario. Support-org mapping built with the team, not sourced CS data.
Meet the household
Jordan, Cecilia, and their two kids live in an Amazon-saturated home. Echo, Fire TV, Ring, Eero, Prime, Fresh, Kids+, Audible. Jordan bleeds Kansas. Cecilia bleeds Duke. March Madness is about to test the whole house.