Case Study: BentoBox improves support efficiency and cross-team collaboration with Front

BentoBox cuts resolution time 27% with Front

BentoBox, a hospitality technology company, faced challenges with siloed communication and unscalable tools as their customer support needs grew. Their previous combination of Zendesk, Gmail, and Yesware led to inefficiencies, delays, and difficulty in cross-team collaboration. They turned to the vendor Front to implement its shared inbox and collaboration platform to unify their customer-facing teams.

By adopting Front, BentoBox consolidated its systems and gained a flexible platform featuring shared inboxes, routing rules, and integrations like Asana. This solution enabled the successful launch of a chat widget and improved internal workflows. The measurable results included a 50% improvement in average handling time and a 27% decrease in average resolution time, from 21 hours to just over 15 hours. Front fundamentally improved BentoBox's operational efficiency and customer service.

BentoBox