Case Study: Ivy Hall Dispensary & Call Canna

Driving Growth and Efficiency with Cannabis-Specific Call Center Support

Client Overview

Ivy Hall Dispensary is a boutique cannabis retailer in Illinois with ten locations in the city of Chicago and suburbs. Known as the “sensory dispensary,” Ivy Hall sets itself apart by offering a luxury-style shopping experience that emphasizes education, customer care, and in-store engagement.

The Challenge

As Ivy Hall expanded rapidly across Illinois, contact center support became a critical obstacle:

• Customer Disruption: Budtenders were pulled away from customers in-store to answer calls.
• Inefficient Complaint Management: Customers expected immediate resolutions, but store staff couldn’t always respond quickly—leading to frustrations and potential negative reviews.
• Operational Costs: Building and managing an in-house contact center would be expensive and distract Ivy Hall from its core mission of customer experience.

Ivy Hall needed a scalable solution that reduced costs, improved customer satisfaction, and fueled sales growth.

The Solution: Partnering with Call Canna

Ivy Hall turned to Call Canna, a cannabis-focused contact center that acts as an extension of their in-store team.

Key features of the partnership include:

• Specialized cannabis knowledge: Call Canna agents are trained on Seed Talent, the same platform used to train many industry budtenders.
• Cost efficiency: Outsourcing contact center support to Call Canna cut 53% of the labor costs Ivy Hall would have spent building and staffing this function internally.
• Complaint resolution in real time: Agents are empowered to resolve customer issues on the spot, preventing negative reviews and strengthening Ivy Hall’s reputation.
• Seamless handoff: Every call is passed with context, so in-store staff know exactly how to pick up the conversation.
• Multilingual, customer-first service: Bilingual agents help Ivy Hall connect with its diverse Illinois customer base.

The Results

The partnership with Call Canna has delivered measurable business impact:

• 53% savings on labor costs tied to call center operations.
• $500,000+ in additional revenue driven by better customer service, upselling, and improved complaint management.
• Improved in-store productivity: Budtenders are free to focus exclusively on face-to-face customer interactions.
• Higher sales per customer: With uninterrupted attention, customers spend more time in-store, leading to larger basket sizes.
• Stronger customer retention: From the very first phone call to the in-store experience, customers feel valued and return again and again.

Client Testimonial

“Call Canna has been exceptional in helping us bring our boutique, luxury vision to life. Not only have we been able to deliver a better customer experience, but we’ve also saved more than half of the costs tied to managing calls internally—and seen over half a million dollars in added revenue. This partnership has been imperative to our success as we scale.”
— Dominique, District Manager, Ivy Hall Dispensary

Why It Works

In a saturated cannabis market, experience is everything. By outsourcing their phones to Call Canna, Ivy Hall has been able to cut costs, increase revenue, and deliver consistent, high-quality customer service across every touchpoint.

👉 Want to save on labor costs while boosting revenue?
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