Case Study: Matera Cuts Response Times in Half with Front and Onepilot

How Matera cuts property management costs by 30%

Matera, a Paris-based real estate company, faced a challenge managing a high volume of customer requests from multiple channels using Gmail and Zendesk. As the company scaled, its unorganized workflows created delays, duplicate work, and stress for its team. To improve productivity and prevent customer dissatisfaction, Matera sought a solution from the vendor Front to better organize support requests, enhance collaboration, and automate tasks.

The solution implemented was the vendor Front's platform, integrated with a business process outsourcing partner, Onepilot. Front provided automated routing, real-time collaboration, and a native HubSpot integration to centralize communications and data. This allowed Matera to drastically reduce its average response time from 24 hours to 12 hours, eliminate duplicate efforts, and seamlessly handle over 1,300 requests during peak periods, leading to improved customer satisfaction.

Matera

Eléonore

Head of Customer Success