Managing a fleet of vehicles comes with a never-ending list of headaches, from tracking drivers to juggling schedules and avoiding costly mistakes. That is, unless you have One Step GPS, which makes fleet management smarter, easier, and more accessible for businesses of all sizes.
Customer experience isn’t just a priority for One Step GPS — it’s what sets them apart. “Great support is one of the best ways to stand out,” says Adam Ben Jacob, Director of Sales, Support, and Technology. “When we genuinely care about our customers, they stay with us longer, and the overall experience improves. You can’t run a successful business without treating customers well.”
With over 20,000 customers and a 10-person support team, delivering high-quality service could be a challenge for One Step GPS. But instead of letting volume slow them down, they rely on Front to be more responsive and efficient than the competition. “Customers frequently express their surprise at how fast we respond,” says Janette Flores, Deputy Director of Customer Support. “Many are used to waiting over 24 hours for replies from other companies, but with Front, they experience near real-time support — almost like a chat, but with the depth and detail that email allows.”
With over 1,700 five-star reviews, customers consistently praise both our product and, more importantly, our exceptional service. This serves as a testament to the strength of our support team and the seamless experience we provide.
Challenges
Siloed communications lead to mismanaged customers
When the One Step GPS support team was smaller, they relied on Outlook, with each member managing their own email inbox. They had a shared support@ email address, which was accessible to everyone. But collaboration on customer issues frequently required phone calls or direct messages, separating important discussions from email records. Valuable information was often lost since verbal exchanges weren’t documented within the corresponding ticket. Outlook’s limitations also led to undelivered, misplaced, or archived emails, creating further disorganization.
Duplicated efforts and missing context
As the team grew beyond two people, multiple team members would often work on the same tickets, leading to wasted time and duplicated efforts. Since there was no distinction between departments, both support and sales operated within the same communal inbox. Often, when customers called back and referenced a previous conversation with another representative, there was no record of what had been discussed.
“Having multiple team members respond to the same email was a major challenge,” says Adam. “It led to inefficiencies, and at times, issues that were better suited for specific team members were overlooked simply because they weren’t visible to the right person.”
Without sufficient notes or a centralized way to track progress, team members had to start from scratch, struggling to piece together what had already been done. “While the goal is always to resolve issues in a single interaction, that wasn’t always possible,” says Celia Ordonez, Director of Customer Experience. “As a result, delays became common, frustrating customers and slowing down resolutions due to the lack of accessible documentation.”
Solutions
An organized and impactful support flow
“We began searching for solutions that offered threaded conversations, a ticketing system, and improved collaboration tools,” says Celia. Now, when customers reach out to the One Step GPS support email, the team uses Front to tag and group issues, organize them by customer, and make them easily searchable.
To assist customers with commonly asked questions, the team relies on macros with relevant support articles. Suggestions are routed to a dedicated inbox, ensuring that critical issues remain the top priority while feature requests are handled separately.
Another key advantage is Front’s searchability and the ability to separate support and sales into two distinct inboxes. Automated rules filter out junk and organize actionable items, streamlining the workflow. “Team members manage both their individual email and the company’s shared support inbox within the same system — an absolute game-changer for us,” says Celia.
The ability to streamline communication and response times with Front not only enhances customer satisfaction but also maximizes efficiency — something that’s hard to put a value on, because it’s pretty priceless.
A seamless customer experience
With Front, One Step GPS teams can efficiently coordinate responses while maintaining a single, clear point of communication for the customer. “If a team member picks up an item, they’re automatically assigned that conversation, making them fully responsible for resolving the issue from start to finish,” says Celia. “They can collaborate as needed, but ultimately, they’re accountable for handling the ticket.” Collaboration in shared comments ensures visibility for everyone.
Even as complex inquiries arise, transitioning between different support channels — whether via email, phone, or screen share — is effortless. This ensures that customers receive fast, cohesive assistance without being exposed to internal back-and-forth, making their experience feel effortless and well-orchestrated.
“Customers often say things like, ‘Wow! That was really fast!’,” says Janette. If escalation is needed, they communicate that upfront, letting customers know clear next steps. “We prioritize proactive follow-ups, using email snoozing to check in on outstanding tickets and provide updates, ensuring customers are never left in the dark.”
Another key strength is the team’s ability to understand customer issues without excessive back-and-forth. “Our reps take the initiative to review account details and anticipate concerns, reducing the need for customers to repeatedly explain their problems,” says Janette. If additional clarification is needed, they encourage phone calls and screen shares, which often make a huge difference in quickly resolving complex issues. “Customer feedback frequently highlights how easy and efficient our support process is — whether through quick resolutions or more detailed problem-solving via direct communication,” says Janette.
Front significantly improved our speed of resolution while reducing unnecessary back-and-forth phone calls and interruptions. Instead of disrupting team members, issues are handled efficiently from start to finish.
Integrations for effortless cross-team collaboration
Front’s integrations allow all of One Step GPS’s tools to flow directly into the same system. A team favorite is Jira, which streamlines communication between support and development. When a support representative encounters a challenge beyond the standard troubleshooting of Tier 1 and Tier 2, they escalate to Tier 3. “If we can replicate the issue and confirm it’s a legitimate bug, we pass it to the development team,” says Janette. “This prevents developers from being burdened with simple issues that can be resolved at the support level.”
Once development resolves the issue, Jira automatically reopens the ticket, notifying support that it’s ready for verification. Support can then test the fix before following up with the customer. “This automation eliminates the need for manually tracking Jira links or repeatedly checking for updates,” says Janette. “As a result, the resolution process is much faster and more efficient.”
We initially rolled Front out with our support team, then sales, and now even billing is using it. It’s integral to the whole company.
Results
Saving time and delighting customers
By leveraging Front’s collaboration and automation features, the One Step GPS team saves over five hours per week per employee, allowing them to raise the bar for an exceptional experience without needing to add headcount. The proof is in their over 1,700 5-star reviews, where it’s common to see customer feedback such as, “James and his team are impressive and on top of things. The ease of usage; support, and pricing and best in class. After experiencing several other GPS companies; I can say without hesitation, this is the best product I have come across. The live reporting, vehicle updates, and route planners are fabulous features. Getting a live person each time I call in for assistance is a welcomed feature in this day and age. A true customer focused business!" (Owner, plumbing company).
Quadrupling the resolution rate
Before using Front, the team’s shared Outlook inbox led to endless redundancies and frustrations. “With Front, we can now see, in real time, the flow of open tickets dwindling as our team works through them efficiently. The ability to track SLAs ensures that urgent issues are addressed before they breach, and our team takes great pride in resolving tickets as quickly as possible,” says Janette. “Our resolution rate has skyrocketed — easily quadrupling — while response times have significantly improved.”
Celebrating wins and shedding light on growth potential
Front’s native CSAT feature makes it easy to integrate CSAT surveys directly into their support reps’ email signatures, transforming how One Step GPS measures customer satisfaction. This allows them to gather individual feedback — something previously out of reach. Now, the team has clear visibility into each member’s performance, making it easy to recognize and celebrate great work. “It’s incredible to watch our support reps receive direct recognition for their great work," says Janette. The overwhelming majority of feedback is positive, but when the occasional less favorable review does come in, it serves as a valuable opportunity for growth.
Cutting through clutter with customization
As One Step GPS started to become more familiar with Front, they realized its true strength lay in customizability. “Unlike traditional email providers, Front offered the flexibility to shape workflows around our specific operations, rather than forcing the team to adapt to rigid systems,” says Janette.
Instead of having to navigate the new platform alone, One Step GPS learned they could rely on Front. “The real turning point came after a call with Front’s support representative,” says Janette. “It became clear that we’d only been scratching the surface of what the platform could do.” It was during this process that they discovered just how valuable Front’s ongoing support could be, turning what could have been a complex transition into a collaborative, solutions-driven experience.
“Front’s support team is always on hand to help us set things up more efficiently,” says Celia. “When we’re unsure about how to handle something, we simply email Front.”
