Case Study: Homeland cuts reply times by 7 hours with Front

Homeland responds 7 hours faster with Front

Homeland, a property management company in France, needed a better way to manage high-volume customer communications across 110 employees and six teams. After using Zendesk for six months, they found it difficult for multiple people to collaborate on the same issue, even as they handled more than 4,300 new conversations per week. Front was chosen to support faster, more transparent service for homeowners and renters.

With Front, Homeland routed messages automatically to the right team or person, used tagging and mentions for cross-functional collaboration, and added SLA rules to prioritize urgent requests. Front also helped them use templates to speed replies, cutting average response time by 7 hours over six months and bringing many messages down to about 5 minutes to handle.

Homeland