How Gattinoni routes 7,200 daily emails across 166 Front users

When a business traveler’s plans change mid-journey, every minute matters. A delayed answer can mean a missed connection, a stranded employee, or a frustrated customer waiting for help. For Gattinoni Business Travel, one of Italy’s leading travel management companies, delivering great service means making sure thousands of daily traveler requests get to the right expert quickly, accurately, and consistently.

Gattinoni supports corporate customers of every size, from mid-sized businesses to large multinational organizations. Its work extends far beyond booking flights, rail, cars, and hotels: the company manages travel consulting, policy, traveler support, reporting, risk management, expense integrations, and the technology that simplifies the business travel experience end to end.

That combination of complexity, urgency, and scale is exactly what Andrea De Bernardi, Senior Information Technology Consultant, focuses on. “At Gattinoni, great service means combining human expertise with technology,” he says. With Front, email is now a structured operational workflow, helping 166 agents manage approximately 7,200 emails every day while automatically classifying requests, routing them to the right teams, and giving managers real-time visibility into service levels. “Business travelers often need immediate support, especially when plans change unexpectedly, so our goal is always to provide fast, accurate, and personalized assistance while maintaining a high level of efficiency.”

Challenge

Scaling service beyond traditional email

Before Front, Gattinoni managed customer communications through traditional email tools and several internal systems. As the business grew, consultants often had to switch between applications to understand customer context, retrieve information, and coordinate with colleagues.

That fragmented model made it harder to keep up with growing email volumes. Requests needed to reach the right person quickly and consistently, but the company lacked a centralized workflow layer that could provide visibility, structure, and control across multiple teams and locations.

“The biggest challenge was scale,” says Andrea. “As email volume increased, it became harder to ensure that every request reached the right person quickly and consistently.”

Matching urgent travel requests with the right specialists

In business travel, speed and accuracy are critical. A delayed response or unnecessary handoff can create friction for a traveler who needs urgent support, especially when plans change at the last minute.

Gattinoni’s previous tools were not designed for advanced routing, skill-based assignment, automation, or performance monitoring at scale. As a result, distributing requests based on consultant skills and workload required too much manual coordination. “We needed a platform that could transform email from a communication channel into a structured operational workflow,” says Andrea.

Giving managers real-time operational visibility

As Gattinoni grew, keeping teams aligned became a challenge. Managers needed to know who was handling what inbound inquiry, where queues were building up, and whether urgent traveler requests were at risk of slowing down. But with work spread across teams and systems, those issues were not always easy to spot in time.

Gattinoni needed a better way to manage the flow of customer communication: one that gave teams more visibility, helped managers step in before problems escalated, and made collaboration feel less manual.

Solution

Turning email into structured workflows with Front

Gattinoni chose Front to bring more order to a fast-moving, high-volume service environment. Instead of leaving consultants to manage requests across separate inboxes and systems, Front gives teams one place to triage, assign, and follow customer conversations from start to finish.

Today, incoming requests are automatically categorized and sent to the right queue or team. Consultants can see the context they need, collaborate with colleagues when a request crosses teams, and keep work moving without depending on informal handoffs.

“Front immediately stood out because it was designed around teamwork rather than individual inboxes,” says Andrea. “We saw the opportunity to create a more structured and scalable service model where requests could be routed, monitored, and managed consistently across the organization.”

Using Acai Travel intelligence for smarter routing

Acai Travel’s integration with Front reads each incoming traveler request and identifies the specific operational intent behind it — not just the topic, but what actually needs to happen next. Because Acai is built for travel operations rather than general support, it distinguishes between cases that look similar in an inbox but require very different handling: a voluntary schedule change versus an involuntary one, a refund request versus a ticket exchange, a request sitting against a ticketing time limit, or a duplicate booking that needs to be caught before it creates a problem downstream.

Once Acai has classified the request, it tags, prioritizes, and routes it in Front to the queue or specialist best equipped to resolve it. Consultants open a conversation already understood and correctly placed, rather than spending the first minutes of every request working out what it is and where it should go.

From there, the request can be tagged, prioritized, and routed in Front to the right queue or team. That means consultants spend less time sorting through emails manually, and customers are more likely to reach the person who can help them from the start. This reduces manual triage and allows consultants to spend more time on high-value customer interactions.

“Acai adds a layer of travel-specific intelligence on top of Front,” says Andrea. “The combination of Front’s workflow capabilities and Acai’s travel expertise creates a very powerful operational model that would be difficult to achieve using generic AI solutions alone.”

Giving teams visibility, control, and room to focus

With Front, Gattinoni’s managers and supervisors also gain real-time visibility into workloads, queue status, and service levels. Instead of reacting after issues appear, they can monitor operations proactively and intervene before bottlenecks affect customers.

“The biggest change is visibility and control,” says Andrea. “Overall, the work environment is more structured, predictable, and collaborative.”

Results

7,200 daily emails managed with greater efficiency

Front now supports approximately 166 Gattinoni agents handling around 7,200 emails every day. Thanks to the Acai Travel integration, every incoming request is automatically routed to the appropriate team, and about 65% are classified with enough confidence to be handled without manual review. The system routes confidently where it’s sure and escalates cleanly where it isn’t, rather than guessing — which is why consultants trust the assignments. At a volume of roughly 7,200 emails a day, the 15% improvement in response time represents over a thousand traveler requests reaching the right specialist faster, every single day.

“Front’s intelligent workload distribution model has helped us improve response times by approximately 15%,” says Andrea. “Even relatively small efficiency gains become extremely significant at our scale.”

Faster, more consistent service for travelers

For Gattinoni’s customers, the impact is faster responses and more consistent service. Requests are directed to the right specialists from the beginning, reducing delays and unnecessary handoffs.

That consistency is especially valuable in urgent travel situations, where customers need rapid problem resolution and accurate support. By combining Front’s workflow capabilities with Acai Travel’s specialized travel intelligence, Gattinoni can maintain high service quality while continuing to grow.

“The success of our transformation has not come from implementing a tool alone,” says Andrea. “It comes from combining the expertise of our travel consultants with intelligent workflows, automation, and AI. Front allows us to deliver a better experience for both our employees and our customers.”