Case Study: Progressive Direct Insurance retains over 15% of at‑risk customers with Freshsales

How Freshsales, integrated with Freshdesk and Freshchat, helped Progressive Direct retain over 15% of its at-risk customers

Progressive Direct Insurance, an Australia‑based low‑cost car insurer, faced a cumbersome legacy customer service system and no integrated cloud suite to create transparency or streamline processes. To modernize sales and support, Progressive Direct adopted Freshsales (together with Freshdesk and Freshchat from the Freshworks suite) to centralize CRM, ticketing and chat across its Melbourne and Manila teams.

Freshsales was deployed to manage outbound sales, lead scoring and retention workflows while Freshdesk handled ticketing and Freshchat enabled proactive engagement; integrations and API feeds flagged at‑risk customers for targeted emails and outbound calls. The Freshsales solution helped Progressive Direct retain over 15% of identified at‑risk customers and support roughly 60 customer engagements and 60 tickets per day with about 50 chat queries daily, boosting transparency, team productivity and profitability.

Progressive Direct Insurance

Simon Lindsay

Managing Director