Case Study: Firewize achieves 23% remote resolution of support requests with Front

Firewize brings hardware support online with Front

Firewize, a Victoria-based provider of fire protection maintenance and inspections, faced fragmented group email aliases (support@, accounts@, sales@) and no centralized way to triage requests, which led to lost follow-ups and unnecessary onsite dispatches. To fix this, they implemented Front to manage their group email accounts and consolidate customer conversations into a single, accountable workflow.

Using Front’s shared inbox and assignment features, Firewize staff can see full customer histories, track recurring equipment issues, and assign or reply to messages quickly — reducing handoffs and missed tasks. As a result, Firewize now resolves 23% of support requests without sending technicians on-site, improving response speed and scalability while lowering field-visit costs thanks to Front.

Firewize

Russ Porteous

CEO