At Numbr, helping entrepreneurs thrive isn’t just the mission — it’s the day-to-day reality. As a leading French network of accountants, Numbr offers a modern, comprehensive approach to business management. With deep expertise in accounting services, Numbr is dedicated to providing tailored support for entrepreneurs, ensuring they can seamlessly navigate financial workflows and social protection systems.
With 800 employees spread across France and a fast-growing client base, clear internal communication is essential. Numbr relies on Front to keep conversations flowing smoothly across teams, particularly between the people who interact with clients daily. Front acts as the backbone of their external communication.
Leading the charge on rolling out Front company-wide was Mathieu Daniel, who oversees software projects. Managing change across such a large and diverse organization is no small task, especially when it involves configuring Front for different teams with different needs — and making sure everyone gets the training they need. However, by using Front to streamline collaboration and improve customer service, Numbr has been able to not only navigate these challenges, but also deliver the kind of value their clients count on.
With Front, there’s no more waiting days for answers — everyone has full visibility into the pipeline and portfolio, which keeps things moving and customers happy.
Challenge
Scattered communication and collaboration slowed things down
Before adopting Front across the organization, life at Numbr meant constantly switching between Salesforce Service Cloud and Gmail. They used Salesforce to manage client relationships, and Gmail to handle everything else: internal messages, team discussions, and one-off communication that didn’t involve customers. This split made it hard to keep track of conversations, especially when context lived across two platforms. “For teams working closely with clients, switching back and forth was inefficient, and made collaboration more complicated than it needed to be,” says Mathieu.
Cost was also a key factor. Maintaining multiple tools for overlapping purposes simply wasn’t sustainable. “The goal from the start was to centralize all communication — both with customers and internal teams — into one tool,” says Mathieu. They needed a solution that could manage customer interactions and internal discussions side by side, without losing context or wasting time.
Solutions
Powering a seamless expansion to 800 users in just three months
Today, nearly every Numbr employee who communicates with clients uses Front. Before expanding to the full company, they ran a “crash test” with about 100 employees to work out any issues. Once the system and settings were in place, training was rolled out in phases to make sure every team member was confident in the tool. “Within three months, the company had fully transitioned,” says Mathieu.
“We have many different user groups, each with unique settings and needs,” says Mathieu. As new teams saw the benefits — better visibility, smoother collaboration, and faster response times — adoption spread across the organization.
To help shape the roll-out strategy, Mathieu worked with both internal partners and Front. “The Front team helped us build a clear strategy from day one,” he says. “They ensured everything was set up quickly and tailored to each team’s needs, so when it came time to train, we were ready to hit the ground running. That level of partnership made all the difference.”
Aligning accounting teams and focusing on clients’ needs
From everyday bookkeeping to more complex questions, accounting managers use Front to handle a wide range of issues. When a client reaches out, the assigned accounting manager is always the one to respond, but behind the scenes, there’s often internal collaboration happening right in the thread. “If our employee can answer the question, they will. If not, they can loop in colleagues through comments — no need to switch platforms or start a separate chat,” says Mathieu. That keeps everyone and everything in one place, with full context.
Rules and inbox setup make this process even more efficient. “One of the most important features is the ability to move conversations from individual to shared inboxes,” says Mathieu. Since account managers often receive emails directly, they built a solution that detects customer messages and routes them to a shared inbox. This ensures the whole team has visibility — so if someone’s out of office or working different hours, the conversation doesn’t get stuck. “There are rules in place to track message receipt and ensure timely responses, so customers are always attended to promptly,” says Mathieu.
They also use tags to track status, pass conversations to the right teams, and kick off specific workflows that guide requests to the right destination. “For example, we use tags to hand off conversations between teams,” says Mathieu. “Once tagged, the conversation is automatically routed to the right inbox so the correct team can take over and respond efficiently.”
Thanks to stronger collaboration between stakeholders, we can respond to customers much faster with Front.
Results
75% faster resolution times and 64% faster reply times
Since rolling out Front across Numbr, teams have experienced a remarkable transformation in how they manage customer communications and internal collaboration. By centralizing context and communication in a single platform, they can respond faster and with greater confidence.
Numbr has seen an impressive 64% reduction in reply times and 75% reduction in resolution times, meaning customers are hearing back more quickly and their issues are being resolved faster than ever.
The impact on collaboration has been equally powerful. With Front, internal communication has become more transparent and efficient, making it easier for team members to share knowledge and insights. As a result, there is a significant improvement in the accuracy of responses provided to customers. The seamless flow of information between teams ensures that everyone has access to up-to-date data, allowing for well-informed decision-making and faster resolution of customer queries.
Easier than ever: Onboarding, coaching, and knowledge sharing
Front has also proven valuable in bridging experience levels across the company. New team members can draft responses and seamlessly collaborate with more experienced colleagues for review before sending. This mentorship helps junior employees contribute more effectively without switching contexts. “That hands-on support ensures quality responses and helps junior staff learn faster, build confidence, and grow,” says Mathieu. “The ability to collaborate in drafts is especially helpful for managers to support knowledge development and learning in real time.”
Rising employee and customer satisfaction
While CSAT scores have remained steady, broader indicators show clear improvements in team and customer experience. Employees report greater alignment, smoother workflows, and more efficient service delivery. They’re able to spend less time switching between tools and more time solving problems — all while managers gain better visibility into their team’s work.
Scalable implementation and strong partnership support
A key factor in Numbr’s success was their close collaboration with the Front team during rollout. From planning to execution, Front provided dedicated support and insights. This helped Numbr avoid common pitfalls and tailor the implementation to meet the needs of a fast-moving, diverse organization. The result was a scalable, well-coordinated rollout that drove fast adoption and long-term impact.
