Case Study: BSN SPORTS achieves 90%+ service levels and 57% lower peak staffing with Gladly

How unified customer data and AI helped achieve a 57% reduction in peak staff

BSN Sports, a leading sports goods brand serving parents, student-athletes, and institutional buyers, was struggling with a fragmented customer service operation across multiple legacy platforms. With high contact volumes, inconsistent wait times, and no unified view of customer interactions, the team spent hours manually sorting emails and lacked the forecasting and context needed to manage peak-season demand efficiently.

Gladly provided BSN Sports with a unified customer service platform featuring native voice, email, and chat, plus Answers and AI-powered tools to streamline responses and surface knowledge from a 32,000-product catalog. As a result, BSN Sports reduced handle time by 25%, cut peak staffing needs by 57%, maintained over 90% service levels, and saved 2–3 hours per day previously spent on manual email sorting.

BSN SPORTS

Mandi Geary

Director of Customer Service