Kustomer × Orvis
Kustomer x Orvis: Same SLAs, 70% fewer agents
70% reduction in team size (100+ agents to 30)
Fragmented silos to unified, agile CX operation
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Why it works
The story leads with a dramatic headcount reduction (100+ to 30 agents) rather than a revenue gain, anchoring it firmly in Efficiency. The 327% inbound surge absorbed without SLA breaches adds a strong Resilience beat that validates the efficiency claim rather than contradicting it. Multiple named speakers with role-specific quotes give the piece credibility and show the transformation at different levels of the organisation.
Steal this
Use a real crisis event (the viral campaign surge) as a proof-of-stress test for the platform. It converts a vendor claim about flexibility into a live, high-stakes demonstration with concrete stakes and a named outcome.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Kustomer's published work; we link to the source and lead with our analysis.