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

How Freshsales, Integrated With Freshdesk and Freshchat, Helped Progressive Direct Retain Over 15% of Its at-risk Customers

Progressive, an Australian low‑cost online car insurer, faced a cumbersome legacy customer‑service system and no integrated cloud suite to streamline sales, support and retention. To modernize operations it adopted Freshworks’ integrated products—Freshdesk for ticketing, Freshsales for CRM/outbound sales, and Freshchat for proactive engagement.

Freshworks implemented an end‑to‑end solution combining Freshdesk, Freshsales and Freshchat with lead scoring, bulk email workflows and an API feeding at‑risk customer profiles to the retention team. The integrated approach improved transparency and remote monitoring, drove more outbound sales and proactive chat engagement, and helped Progressive retain over 15% of the at‑risk customers it identifies (Freshsales: ~60 engagements/day; Freshdesk: ~90 tickets/day; Freshchat: ~50 queries/day).

Progressive

Simon Lindsay

Managing Director