Case Study: DYME achieves a scalable, high‑CSAT cannabis customer experience with Zendesk Sell

DYME refines the cannabis customer experience with Zendesk

DYME, a publicly traded cannabis company that operates brands, distribution services and the Chill delivery platform, faced steep regulatory complexity and hypergrowth (about 500% year-over-year) while trying to bring modern customer experience to a fragmented B2B and B2C market. To centralize interactions and scale support and sales workflows, DYME adopted The Zendesk Suite—using Zendesk Support and Zendesk Sell (via Zendesk Duet) to capture conversations, track accounts, and measure client health.

Using Zendesk Sell and the broader Zendesk Suite, DYME implemented multi‑brand help centers, omnichannel support (email, phone, chat, Messenger), CRM tracking for weekly health scores, and Explore reporting. The impact: CSAT in the low‑to‑mid‑90s despite ticket volumes growing ~25% per month, most tickets answered in under an hour and chats in ~1 minute, management of ~3,000 weekly deliveries in two markets, and streamlined relationships with 780+ dispensaries—enabling scalable, customer‑first operations.

DYME

Lawrence Lewis

Senior Director of Client Services