Case Study: Branch achieves 482% ROI and faster customer response times with Front

Branch achieves 482% ROI with Front, empowers staff to uplevel their customer experience

Branch Insurance, a company providing auto and home insurance, was looking to optimize its customer experience and expand its communication channels to include SMS. Their previous platform, Zendesk, was clunky and inefficient, leading to internal workflow challenges, difficulties managing team assignments, and a risk of missing customer communications. This internal inefficiency was ultimately transferring a negative cost and experience to their customers.

By implementing the Front customer communication platform, Branch centralized its email, chat, and new SMS channels into a single, intuitive workspace. The solution enabled automatic ticket assignment and provided clear visibility into team performance and SLAs. As a result, Branch achieved a 482% ROI with Front, saw its CSAT score jump from 85% to 90%, and reduced its average email response time by 75% from 5.5 hours to 1.4 hours.

Branch

Joe Emison

CTO and Co-founder