Case Study: Flex-Tec reduces response times and streamlines manufacturing communication with Front

Flex-Tec cuts response times from 10+ hours to 2 with Front

Flex-Tec, a manufacturer of custom wire harnesses, faced challenges scaling its customer communication as it grew. With over 700 daily emails across multiple facilities, its communication was fragmented across tools like Outlook and Teams, leading to slow response times, unclear accountability, and inefficient workflows. The company turned to Front, implementing its shared inbox platform to consolidate these communications.

By using Front as a centralized workspace, Flex-Tec consolidated all customer communication, introduced clear assignment and tracking, and provided company-wide visibility. The solution delivered significant results: average response times dropped from over 10 hours to about 2, internal follow-up messages were reduced by more than 40%, and onboarding time for new reps was shortened by roughly a week. Front's platform positioned Flex-Tec for a full organizational rollout planned for 2026.

Flex-Tec