Case Study: Deckers Brands improves customer satisfaction and first-call resolution with Gladly

How Deckers Brands Overhauled Its Tech to Omni-Serve Customers

Deckers Brands, a global company with multiple footwear brands, faced challenges with its siloed, ticket-based customer service platform. This system prevented agents from working across channels and adapting to demand, hampering their mission to provide seamless customer service. They partnered with the vendor Consumer Goods Technology and implemented the Gladly customer service platform to centralize customer interactions and support a remote workforce.

The solution from Consumer Goods Technology and Gladly provided a unified CRM that empowered agents to assist customers across voice, chat, email, and SMS. This overhaul resulted in significant improvements: a 5% increase in customer satisfaction to 91%, a 4% increase in first-call resolution to 87%, and a 29% reduction in contacts as a percentage of orders. The vendor's platform enabled greater agent productivity and allowed Deckers to successfully manage a major shift to e-commerce and remote work.

Deckers Brands

Bryan Riter

Director of Customer Care