Brush Claims

Migration from Zendesk to HubSpot provided immediate value through process efficiencies and enhanced reporting.

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Hubs Used

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Brush Claims



Company Size

51-200 Employees


Georgetown, TX

Brush Claims is a trusted partner in the insurtech space with over 30 years of industry experience and innovative technology that delivers a top-tier claims experience. Their goal is to revolutionize insurance claims with cutting-edge tech and exceptional service.


The Challenges & Goals

Brush Claims initially adopted ZenDesk with the aim to enhance service team operations and ticket management efficiency. Through exploration of the capabilities of ZenDesk, it became evident that the features offered were more extensive than required for their specific operational needs. The platform was undeniably robust but presented a cost that did not align with the perceived value, particularly as it lacked certain critical functionalities essential for boosting operational effectiveness.

The complexity of the platform (ZenDesk) made it challenging for newcomers within our organization to quickly grasp how to use it effectively. This led to a longer learning curve and decreased productivity during the onboarding process.

Fred Powell | Brush Claims

The team at Brush Claims encountered significant challenges with ZenDesk, including its lack of intuitiveness, high costs, and lack of flexible billing options, which complicated the smooth functioning of their service operations. This experience underscores the necessity for a solution that was not only more user-friendly but also cost-effective.


The Brush Claims leadership recognized the potential of a sophisticated chatbot to empower customers to swiftly find answers to frequent questions, enabling the team to concentrate on more complex issues. However, the configuration of the ZenDesk chatbot proved cumbersome. It was limited recognizing specific keywords, ignoring additional context, which hindered its effectiveness for the user.

Ticket Creation & Assignment

Through the ZenDesk configuration, Brush Claims faced several challenges affecting automatic ticket assignment and escalation. This necessitated manual intervention, slowing response times and diverting focus from other critical tasks. Recognizing the need for improvements, they looked towards automating these processes in their search for an alternative solution.


The rigid SLA (service level agreements) options in ZenDesk did not accommodate certain scenarios such as escalations to a higher-priority team. Brush Claims aimed to develop a versatile corporate SLA policy but was hindered by a lack of reliable data necessary for accurate benchmarking. Enhanced SLA reporting would provide valuable insights to departments, aid leadership in recognizing achievements, and highlight training opportunities.

Customer Insight on Tickets

Within the ZenDesk framework, Brush Claims customers experienced challenges in tracking the status of their tickets, leading to uncertainty about the resolution of their inquiries. Brush Claims aimed to prioritize improving customer satisfaction by enhancing transparency in how tickets are being processed and handled.

Data Inconsistencies

The extensive features of the ZenDesk solutions introduced complexities that posed operational challenges for the Brush Claims team. This occasionally resulted in data inconsistencies and duplicate records, which impeded the team's ability to effectively track ticket histories and produce insightful reports.

One of the main challenges we faced was that we were not utilizing all the available features of Zendesk. While it offers a comprehensive set of tools, we found that many of them were unnecessary for Brush Claims. This resulted in a cluttered interface and made it difficult for our team to navigate and find the features that were relevant to our workflow.

Fred Powell | Brush Claims

When implementing HubSpot, it was important to Brush Claims to migrate select data, such as their knowledge base, while optimizing their processes with valuable features and automations.


The Solution & Results

When Brush Claims came to Blue Frog, thorough conversations were had to develop a personalized timeline and approach for logically configuring HubSpot to meet their business needs in a timely fashion.

Data Migration & Cleansing

Blue Frog started by helping Brush Claims map the most important data to bring into HubSpot and creating the necessary properties to capture that information. Extracting the data from Zendesk was a difficult process, but once exported and reformatted, Blue Frog cleansed and migrated the information to HubSpot, associating tickets from Zendesk with the contacts that were brought over.

Ticketing Pipeline & Workflow

Next, Blue Frog tackled the ticketing pipeline. The stages of Brush Claims’ existing pipeline were not effectively capturing ticket status. We talked with the Brush Claims team about the typical journey of a ticket and then built pipeline stages that better reflected their internal process. To facilitate ticket escalation, we helped the Brush Claims team build a workflow to notify a specific team member when a ticket was escalated and needed additional support.

We are seeing major benefits with the automated pipeline statuses. We have been able to build internal escalations, so as a team we can better support our users. HubSpot has also allowed us to have clean reporting which gives management a true view of ticket status.

Fred Powell | Brush Claims

Centralized Communication

To prepare the portal for new service requests, Blue Frog worked with Brush Claims to connect their various messaging sources as channels to the correct inboxes in HubSpot. These sources included various email addresses, live chat and automated chatbots, a form, and Facebook messenger. To facilitate internal communication, Blue Frog helped to integrate Brush Claims’ Slack and Dial Pad accounts to HubSpot.

Brush Claims_Connected Communications

Working with Blue Frog has been amazing. The team is very personable, available, and understanding of our company needs.

Fred Powell | Brush Claims

Improved Functionality

Due to HubSpot’s ease of use, the Brush Claims team was quick to learn the platform and start much of the configuration on their own. The team successfully transferred and re-built their knowledge base and the customer portal through HubSpot. After some consultation with Blue Frog, Brush Claims was able to build and launch a chatbot with the operational functionality they’d been missing.

Finally, the team configured their desired SLA requirements for the different pipelines and launched feedback surveys. Now, they are gathering beneficial data regarding their customers’ satisfaction and experience with the IT team.

Instantly we are seeing monetary benefits, but management has also been able to see just how customizable HubSpot can be, which is very beneficial to our company.

Fred Powell | Brush Claims

Brush Claims_Knowledge Base

While Brush Claims struggled to adopt necessary Zendesk functionality, HubSpot made the process of configuring everything they needed to operate seamlessly an easy process to follow and adopt.

With the ease of setting SLAs per pipeline and the efficient process of automating ticket escalations, Brush Claims can now obtain valuable data into how their team is performing and identify opportunities for improvements in their process and retraining needs.



Brush Claims set dedicated SLAs for different departments and ticket pipelines. This allows the team to better manage expectations per pipeline and team while monitoring performance over time.

SLA Settings

Automated Chat Flow

In addition to several other channels, Brush Claims was able to utilize a custom built chat flow that provides users with a method of self-service before requesting direct communication with a team member.

Chat flow

Feedback Surveys

In addition to SLA tracking for internal purposes, Brush Claims utilized HubSpot feedback surveys to obtain satisfaction results from customers after a ticket or conversation is closed.

Feedback Surveys

Reporting Dashboards

With all of their processes in place, Brush Claims was able to utilize HubSpot's custom reporting capabilities to monitor the team's performance and ticket outcomes. Through dashboards, the team can easily see all relevant data per team and pipeline in one centralized location and share with leadership when needed.

Report Dashboard


Decrease in time to first response


SLAs completed on time


Decrease in time to close a ticket


Customer satisfaction rate

Valuable Insights

One of the most impactful metrics Brush Claims monitors are the SLA statuses for how long it takes their reps to first reply to a new ticket, and how long it takes to close.

In ZenDesk, a majority of their tickets would "break" the SLA timeframe and be considered overdue, largely due to the lack of customization around when SLAs started or paused.

Since adopting HubSpot, only 1 ticket has been marked as overdue in the SLA status.

Through HubSpot's ease of use, the more the Brush Claims team used the tools, the more their results improved. Between two months of use in HubSpot, the team saw a 69% decrease in time to first response and a 60% decrease in time to close a ticket.

With access to these valuable metrics, Brush Claims can ensure each team member has the support they need to succeed in their role.

The Future

Following the successful migration to HubSpot, Brush Claims continues to work with Blue Frog as a trusted partner to onboard its sister company, Hubvia. Hubvia will have its own HubSpot portal complete with similar Service Hub functionality.

Brush Claims continues to express their appreciation for the ease of use the HubSpot platform has provided their team. As a result, the team has experienced higher levels of user adoption and tool proficiency, leading to easier employee training and onboarding as the team continues to grow.

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