Customer relationships have a real economic impact. Just ask Forrester.
Front helps support, operations, and account management teams deliver personalized customer experiences at scale. This Forrester Total Economic Impact™ (TEI) study commissioned by Front tells you what that truly means for your business.
Paving a path to 442% ROI with Front
That’s significant, and we believe it validates that you can grow your business and maintain the human touch at the same time. In a world of higher-than-ever customer expectations, let Front be the answer to personalized communication at scale.
Financial benefits of Front
Forrester interviewed four enterprise companies from a variety of industries (B2B tech, logistics, professional services) and combined the results into a single composite organization, determining that Front drives down operational costs and increases revenue through improved retention.
Customer experience
Before Front
Slow response times and missed customer messages
Agents switch between 3-4 tools to solve customers’ problems
No visibility into team performance
After Front
CSAT improvements of 19%*
Improved response times by 60% while maintaining high quality customer responses*
Streamlined customer communications and team collaboration in one tool
Ability to allocate and forecast staffing needs
*Results of individual interviewees
We had a CSAT of 77.3% during our first month with Front. It went up to 91.7% in a six-month timeframe.
Branch saw a 482% return on investment (ROI) with Front, driven by over $715,370 in productivity and cost savings. The team improved productivity by 40% and reduced customer response times by 75% by switching from Zendesk. More time and $ for the things that matter!
We used to handle 2,000 emails a day. Moving to Front saved us 5 hours, and we used that time to update our TMS daily. That reduced our emails by 50%, because the customer sees the information in the TMS and doesn’t have to email. It’s a chain reaction.
Trusted by global enterprises
This was a commissioned study conducted by Forrester Consulting on behalf of Front