# How Orvis uses Kustomer

As published on [kustomer.com](https://www.kustomer.com/customers/orvis/). Captured by usedby on 2026-10-09.

- Company: [Orvis](https://www.usedby.ai/companies/orvis.md)
- Tool: [Kustomer](https://www.usedby.ai/tools/kustomer.md)
- Industry: [Fashion & Apparel](https://www.usedby.ai/companies/industry/fashion-apparel.md)
- Teams: Customer Service, CX

## What the story says

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.

> 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.

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

> 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: [kustomer.com](https://www.kustomer.com/customers/orvis/), captured 2026-10-03.

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the passage quoted above is copied word for word from the page, near the name of Orvis.
- Checked: Orvis uses Kustomer. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/orvis-kustomer · How we check: https://www.usedby.ai/methodology