Case Study: Fretlink achieves record growth and streamlined customer support with Front

Fretlink achieves record growth with Front

Fretlink, a European digital freight startup that connects shippers to a large network of local carriers, was scaling rapidly—its team quadrupled over a year—and needed a single platform to manage customer requests, carrier updates, and internal coordination. Before adopting Front, Fretlink relied on email, Zendesk, and Slack, which left information buried, made cross-team collaboration difficult, and exposed limitations in Zendesk’s ticketing model for routing, VIP handling, and shared inboxes.

Front became Fretlink’s centralized system of record, giving the team shared inboxes, internal commenting, tagging, assignment rules, VIP routing, and Out of Office auto-unassignments so anyone can pick up conversations. As a result, Fretlink spends far less time searching (team members can find needed information “in seconds”), responds faster to customers, executes smoother handoffs between teams, and reports higher engagement and less stress—enabling Front to support their record growth and operational scale.

Fretlink

Clara Cottin

Operations Coordinator