Case Study: Reed & Mackay boosts productivity and CSAT with Front

Reed & Mackay boosts productivity 43% with Front

Reed & Mackay, a corporate travel service provider, faced challenges in delivering their signature personalized service due to an inefficient system reliant on multiple Microsoft Outlook inboxes. This one-dimensional setup was slow, fragile under high volume, and lacked the transparency needed to provide clients with performance metrics. They implemented Front's shared inbox platform to overcome these obstacles.

By using Front, Reed & Mackay streamlined workflows with features like email threading and gained critical insights through analytics. The solution provided by Front resulted in a 43% productivity increase and allowed the team to exceed client SLAs by an average of 50%. This contributed to an exceptional 97% customer satisfaction score, far surpassing the industry benchmark.

Reed & Mackay