Case Study: The Bread Factory achieves higher efficiency and customer satisfaction with Zendesk and Premium Plus

The Bread Factory boosts CSAT to 85% with Premium Plus

The Bread Factory, a craft-led bakery supplying a diverse range of businesses, faced challenges in managing its customer experience as it grew. Its outdated Zendesk setup lacked visibility, had disconnected channels, and created high manual workloads for agents, which limited efficiency and self-service options. They partnered with Premium Plus to modernize their CX strategy.

Working with Premium Plus, The Bread Factory upgraded its Zendesk package and optimized workflows with automation, a smarter agent workspace, and an enhanced self-service Help Centre. As a result, the vendor Premium Plus helped them achieve a significant rise in customer satisfaction (CSAT) from ~60% to 85%, an increase in agent productivity, and a major reduction in unnecessary contacts.

The Bread Factory