Case Study: Orvis achieves faster customer service resolution with Bloomfire

Orvis doubles first-call resolution with Bloomfire

Orvis, a longstanding outdoor and sporting goods retailer, faced a challenge in providing outstanding customer service as their associates struggled to find necessary information stored in SharePoint and physical binders. This hindered their ability to quickly assist customers and created a risk of knowledge loss. They turned to vendor Bloomfire for a new knowledge engagement platform to centralize their information.

Bloomfire implemented its platform, featuring a powerful AI-powered search engine, which Orvis branded as "the Stream." The solution led to a doubling of first-call resolution rates, with 92% of community members engaging with content and 100% of questions asked in the platform being answered. Bloomfire provided the centralized, easily accessible knowledge needed to elevate the customer experience.

Orvis

Jason Pafford

Instructional Designer and Communications Specialist