Case Study: The Bread Factory improves CX efficiency and satisfaction with Zendesk and Premium Plus

The Bread Factory's CX Transformation with Zendesk and Premium Plus

The Bread Factory, a craft-led bakery supplying a wide range of customers, faced challenges in managing its customer experience as it grew. Its outdated Zendesk setup lacked visibility, had disconnected communication channels, and created high manual workloads for agents. With the support of vendor Premium Plus, the company sought to modernize its CX strategy to improve efficiency and service quality.

Working with Premium Plus, The Bread Factory upgraded its Zendesk software and implemented automation, a smarter agent workspace, and a new help centre for self-service. This solution delivered significant results, including the contact-to-order ratio improving from 70% to 30% and customer satisfaction (CSAT) rising from approximately 60% to 85%. Premium Plus helped them build a system that supports growth and makes life easier for both customers and teams.

The Bread Factory

Fflur Huysmans

Head of Customer Experience