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How Orvis uses Kustomer

As published on kustomer.com. Checked by usedby on Oct 9, 2026.

What happened

Orvis uses Kustomer as its customer service platform, replacing a helpdesk that kept voice and digital channels separate. Agents now work from a single customer record across all channels, with integrated shipment data, an AI copilot, and routing and workflow automation.

Summary written by usedby from the source page, in English. The figures are those of Kustomer and Orvis, not ours.

  • 327%“Over four days, inbound volume spiked by +327% across all channels.”

This operational shift allowed Orvis to transition from a peak high-volume team of 100+ siloed agents to a lean, highly specialized team of 30 cross-trained experts.

From the page. kustomer.com

We went with Kustomer for its broad integration capabilities, customer-centric data model, and powerful workflow engine. And, looking back now, we absolutely made the right decision.

Deborah Dudley, Customer Service Center Manager at Orvis. Source

What the story claims, and what we checked

What we compared with the page.

  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Orvis.
  • Orvis uses KustomerCheckedConfirmed line.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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