Case Study: Altour (global travel management company) achieves faster responses and seamless client service with Front

Altour gives outstanding client service with Front

ALTOUR, one of the world’s largest travel management companies with 1,600+ travel professionals, faced high email volume, frequent duplicate replies, and little visibility into response times when teams relied on Outlook and forwarded messages. To solve this, ALTOUR turned to Front to streamline client communications across client-facing teams, accounting, operations, and IT.

Front implemented shared inboxes, automation rules to flag approaching SLAs, searchable canned responses (300+ saved replies), and analytics for team and customer metrics. As a result, ALTOUR maintains roughly a 1-hour average response time (with some departments averaging 10 minutes or less), reduced duplicate replies, sped up responses with canned templates, and gave managers clear visibility into team performance using Front.

Altour

David Sefton

Senior Vice President