Case Study: Orvis achieves double first-call resolution rates and 92% community engagement with Bloomfire

Orvis Elevates Customer Service with Bloomfire

Orvis, a 160+ year-old outdoor and sporting goods retailer, needed to ensure its contact center could deliver memorable, high-quality customer service. Associates struggled to find up-to-date information—SharePoint’s search was ineffective and much knowledge lived in paper binders—creating inconsistency and risking knowledge loss as employees transitioned roles.

Orvis adopted Bloomfire, building a branded community called the Stream with user-shaped categories, strong AI search, and an active Q&A feature (100% of questions answered). The platform is used for SOPs, product training, and partner groups, and has driven measurable gains: first-call resolution rates doubled and 92% of community members engage with content, improving consistency and customer experience.

Orvis

Jason Pafford

Instructional Designer and Communications Specialist