Case Study: Spruce reduces support costs and boosts CSAT with Front

Spruce reduces support costs by 31% and improves CSAT by 23% with Front

Spruce, a support team serving over 1 million multifamily and short-term rental residents, was struggling to keep up with rapidly growing booking volume and fragmented communication across SMS, Slack, email, and phone. With no clear visibility into who had answered what, response times suffered, messages were sometimes missed, and Spruce lacked the data needed to optimize staffing and customer experience.

Using Front, including Front Chat, Spruce consolidated support channels, improved collaboration with internal notes and @mentions, and gained better analytics and SLA-based staffing insights. As a result, Front helped Spruce reduce support costs by 31% and save $444,762, cut response time by 63%, improve CSAT by 23%, and achieve 591% ROI.

Spruce

Liz Sanchez

Senior Customer Support Manager