Case Study: Scratchpad achieves 100% CSAT and 40-minute response times with Front

Scratchpad delivers 100% CSAT and 40-minute response times with Front

Scratchpad, a technology company that provides tools for sales teams, faced operational hurdles using Gmail for customer communication. Their challenge was a lack of real-time collaboration, visibility, and alignment across internal teams, which was foundational to their mission of delivering exceptional customer experiences. To overcome this, they turned to the vendor Front and its collaborative shared inbox platform.

The solution implemented by Front centralized all customer interactions into a single, streamlined workspace. This provided the visibility and real-time collaboration tools needed for seamless teamwork. As a result, Scratchpad achieved a 100% customer satisfaction rate (CSAT) and dramatically exceeded their response time goals, averaging an impressive 40-minute response time against a 24-hour target.

Scratchpad