Case Study: Branch improves customer retention with Lob

How Branch Improved Retention 25% with Automated Direct Mail

Branch, an insurance company, struggled with manual direct mail workflows that required staff to print, customize, and transport notices and cancellation letters by hand. As the company grew, it needed a scalable, compliant way to manage operational mailings, and it turned to Lob for automated direct mail and print API support.

With Lob, Branch automated direct mail through integrations with Iterable and Customer.io, enabling fast, personalized, and trackable mail campaigns. The results included sending 5,000 postcards in five minutes, a 25–30% QR code scan rate, and a 25% improvement in customer retention, while also strengthening compliance and reducing manual effort.

Branch

Gabriel Tornberg

Senior Operations Manager