Case Study: Homebridge achieves faster loan approvals and higher customer satisfaction with Zendesk

Homebridge generates 158% higher ROI with Zendesk CX

Homebridge is a national mortgage lender focused on making the homebuying process feel supportive and straightforward, but its rapid growth exposed weaknesses in customer service. Teams were relying on shared Outlook inboxes that made it hard to track conversations, documents, and underwriter input across brands and departments, slowing responses and complicating loan processing.

Homebridge deployed Zendesk (Support, Guide, Chat, Explore), migrated to Multibrand, and integrated tools like Trustpilot and Zapier to centralize customer data and automate workflows. The result: faster, more secure collaboration across 10 departments and two core brands, better reporting and visibility, higher loan-closing efficiency, proactive chat lead generation, and consistently improved customer satisfaction.

Homebridge

Ben Chapman

Director of Client-facing Experience and Analytics