Case Study: The Farmer’s Dog achieves a 75% reduction in average call handle time with UJET

The Farmer’s Dog increases first call resolution 50% with UJET

The Farmer’s Dog, a subscription-based fresh dog food company, needed a more reliable voice channel to deliver same-day support on nutrition, feeding and subscription questions and to maintain long-term customer relationships. Their previous voice platform routed callers to voicemail and lengthened resolution times, so they partnered with UJET to implement a modern IVR/voice solution and website widget to better support a lean customer experience team.

UJET’s agent-friendly platform (with call transfer, recording, whisper and Kustomer integration) let agents see customer history before answering calls and streamline handoffs, slashing average handle time from 20 minutes to 5 minutes (a 75% reduction). After implementing UJET, call pickup wait times fell to under 45 seconds in 80% of cases, inbound volume doubled, interactions dropped by 50%, and first-call resolution improved — enabling faster, more personalized service at scale.

The Farmer’s Dog

Molly Garraway

Senior Manager of Customer Experience