Case Study: Global achieves faster response times and higher service ratings with Front

Global cuts average response times to 1.5 hours with Front

Global, a major UK-based media company with a large outdoor advertising footprint, faced significant operational challenges due to a lack of visibility and inefficient processes. Their operations teams worked across Outlook and ServiceNow, which provided no clear view of workload ownership or real-time performance data. This lack of insight meant managers had to manually triage thousands of emails, collaboration was fragmented across different tools, and the team had no data to validate customer feedback about slow response times.

The company implemented Front as their central communication hub. Using Front's shared inboxes, automated routing rules, and collaboration features, they standardized workflows and gained real-time visibility through live dashboards and reporting. As a result, Global reduced their average response time to 1.5 hours, achieved 90% of their response targets, and saw customer service scores increase by nearly 8%. Front provided the data and structure needed to manage performance proactively and fundamentally improved how their teams work.

Global