Case Study: Manda boosts SLA compliance with Front

Manda routes 90% of inbound messages with Front

Manda, a French real estate group, faced challenges after a merger when an attempt to standardize on a different ticketing system disrupted their condominium management teams. The teams struggled with a tool ill-suited for their long, complex, and often outbound-heavy communications with condo councils, leading to misrouted messages, sinking SLA compliance, and frustrated employees.

Returning to Front, Manda rebuilt its instance from scratch. Using Front's rules, APIs, and application objects, they automated the routing of roughly 90% of their daily inbound customer messages. This solution by Front dramatically improved SLA performance and allowed 90 employees to focus on solving problems rather than sorting emails.

Manda