Case Study: On The Map scales rapidly and saves 4+ hours per person per week while preserving personalized client service with Front

On The Map scaled their business without losing their personal touch

On The Map Marketing (On The Map), a fast‑growing full‑service digital marketing agency, faced a scaling problem: preserving the personalized client experience while growing rapidly. Their ticketing setup (Zendesk) fragmented communications and forced account managers to juggle tickets and email separately, creating operational bottlenecks. To fix this they adopted Front to manage client email and centralize customer communications across the lifecycle.

Front centralized shared and dedicated inboxes, enabled commenting, assignment, tags and integrations (HubSpot, Slack, Trello, Asana), and added scheduling, snooze and canned responses to streamline workflows. The switch to Front cut response times to 15–20 minutes, saved 4+ hours per person per week, removed single‑person bottlenecks, and supported growth from about 12 to 85 employees while keeping the agency’s personal touch.

On the Map

Anthony Quintero

Account Executive