Case Study: One Step GPS achieves faster support and higher resolution rates with Front

One Step GPS speeds support 4x and saves 5 hours a week per employee with Front

One Step GPS, a technology company providing fleet management solutions, faced challenges with siloed communications and inefficient customer support using Outlook. Their 10-person team struggled with duplicated efforts, lost information, and a lack of collaboration tools while trying to support over 20,000 customers. This led to mismanaged tickets and slow resolution times.

By implementing Front's shared inbox and collaboration platform, the team streamlined their workflow with features like tagging, macros, and integrations with tools like Jira. The solution from Front resulted in a quadrupled resolution rate and saved over five hours per week per employee. This efficiency gain allowed One Step GPS to maintain high-quality service without adding headcount, contributing to their collection of over 1,700 five-star reviews.

One Step GPS