Case Study: TEquipment achieves a 15-minute SLA with Front

TEquipment slashes response times 95% with Front

TEquipment, a global test and measurement distributor, faced significant customer service challenges before implementing Front. Their previous email system was opaque, causing lost messages, misrouting, and poor internal collaboration. This lack of clarity and visibility prolonged ticket resolution times, threatening their reputation for excellent service despite rapid company growth.

By adopting Front’s shared inbox platform, TEquipment leveraged automation and SLA rules to transform its operations. The solution enabled precise email routing, load balancing, and clear audit trails. As a result, average response times plummeted from 6 hours to an industry-leading 15 minutes, a 95% improvement. Front also provided intuitive onboarding and valuable analytics, allowing TEquipment to maintain exceptional service during expansion and continuously refine its performance.

TEquipment