Case Study: Gardens Alive achieves faster response times and 70% spam reduction with Microsoft Dynamics 365

Gardens Alive - Customer Case Study

Gardens Alive, a large U.S. retail company, needed to give its customer service teams a clearer, more efficient way to understand and assist customers and to deliver a more personalized service that would raise customer satisfaction.

They replaced Salesforce with Dynamics 365 Customer Service, adding unified customer profiles, machine‑learning insights, and a Bucher & Suter Cisco contact center connector for voice, chat, and email. The rollout increased self‑service chat usage and reduced wait times, cut spam emails by 70%, and raised email processing from 9.65 to 10.33 per hour — an improvement of more than 7%.

Gardens Alive

Karla Lawson

Contact Center Coordinator