Case Study: HomeBridge achieves scalable support and superior customer service with Zendesk Messaging

Mortgage lending that brings customers home

Homebridge, a fast‑growing mortgage lender, needed a scalable way to manage complex, document‑heavy customer interactions as the company tripled in size. Relying on group email boxes left teams with poor visibility, slow handoffs, and security concerns, threatening the consistent service Homebridge depends on to retain and grow customers.

By standardizing on Zendesk (Support, Guide, Chat, Explore and Multibrand) and integrating tools like Trustpilot and Zapier, Homebridge centralized customer data, improved collaboration and security, and introduced proactive chat and self‑service. The platform rolled out across numerous departments and brands, delivering 158% ROI, 4 months to value, a 23% gain in agent efficiency, 100% CSAT, faster loan closings, and broader operational visibility.

HomeBridge

Ben Chapman

Director of Client-Facing Experience and Analytics