Case Study: Stewart Travel Management cuts email response times with Front

Stewart Travel Management cuts response times to 39 minutes with Front

Stewart Travel Management, a corporate travel management company, faced challenges with its outdated Outlook email system. Their reservations team struggled with inefficient email distribution, poor visibility into response times, and a culture of "cherry picking" simpler enquiries. They sought a new email management solution from vendor Front to improve workload balancing and customer response times.

Front implemented its shared inbox platform, which provided load-balancing to evenly distribute emails and tools like snooze functions and AI-assisted drafting. The solution gave managers visibility through easy reporting and eliminated cherry picking. The measurable result was a dramatic improvement in response times, with the company now replying to emails in an average of 39 minutes, well under their 90-minute SLA. Front's data also became a valuable asset for sales teams in RFPs and for sharing with existing clients.

Stewart Travel Management

Claire Bonner

Reservations Manager at Stewart Travel Management