Case Study: MaryRuth's achieves 35% efficiency gains and scalable support with Gladly

How a wellness brand doubled order volume while achieving 35% efficiency gains with Gladly's unified customer experience solution

MaryRuth’s, a wellness brand that had more than doubled order volume since 2022, was struggling with a fragmented customer support setup across four disconnected platforms. Its 45-agent CX team had to juggle separate systems for phone, email, SMS, chat, and order management, creating reactive support, missed conversations, duplicate threads, and little visibility into team efficiency.

MaryRuth’s implemented Gladly as its unified customer support platform, integrating Shopify, Recharge, and Stella Connect. The rollout took less than four weeks, and the results were significant: 35% efficiency improvement within two months, 44.5% overall AI resolution rate, 20% cancellation save rate, and 3x ROI per contact. The team also scaled from 45 to 57 baseline agents while more than doubling order volume, all with minimal team growth.

MaryRuth's

Jim Rodden

Chief People Officer