List of Front Omnichannel Inbox Customers
San Francisco, 94102, CA,
United States
Since 2010, our global team of researchers has been studying Front Omnichannel Inbox customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Front Omnichannel Inbox for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Front Omnichannel Inbox for Customer Experience include: Y Combinator, a United States based Professional Services organisation with 2000 employees and revenues of $300.0 million, Lilt, a United States based Professional Services organisation with 533 employees and revenues of $30.0 million, Lydia, a France based Banking and Financial Services organisation with 250 employees and revenues of $30.0 million and many others.
Contact us if you need a completed and verified list of companies using Front Omnichannel Inbox, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Front Omnichannel Inbox customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Lilt | Professional Services | 533 | $30M | United States | Front | Front Omnichannel Inbox | Customer Experience | 2020 | n/a |
In 2020, Lilt implemented Front Omnichannel Inbox as a Customer Experience application to centralize customer and linguist communications across Operations, Services, and Marketing in the United States. The deployment focused on a shared inbox model to consolidate inbound messages and provide team-level visibility into workload and response obligations.
Front Omnichannel Inbox was configured to automate tagging and routing rules, enabling queue assignment by topic and role, and to surface SLA metrics through inbox dashboards. Standardized workflows and templated responses were applied to create more consistent multichannel handling and to reduce manual triage within operations and services.
The rollout covered Operations, Services, and Marketing teams and emphasized operational governance around ticket ownership, routing policies, and SLA monitoring. Integrations are not specified in the source, therefore operational coverage and process changes were the primary levers for unifying customer and linguist communications.
Lilt reported a reduction in operations reply-time SLA from about 8 hours to 2 hours 45 minutes in 2020, and the implementation produced faster, more consistent responses that improved customer satisfaction. The Front Omnichannel Inbox deployment, aligned to Customer Experience functions, drove measurable service-level improvements for customer facing and linguist coordination workflows.
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Lydia | Banking and Financial Services | 250 | $30M | France | Front | Front Omnichannel Inbox | Customer Experience | 2019 | n/a |
In 2019, Lydia deployed Front Omnichannel Inbox as its central shared inbox for customer support and operations in France to manage high-volume user and KYC inquiries. The deployment replaced a prior Zendesk and Slack workflow and centralized customer correspondence into Front Omnichannel Inbox to consolidate channels and visibility across teams.
The implementation leveraged standard omnichannel inbox capabilities including shared inbox visibility, assignment and routing rules, collision detection, templating and automation to triage incoming requests and reduce manual handoffs. Configuration emphasized message categorization for KYC and transactional user inquiries, plus templated responses and automated routing to operations or support queues to streamline repeatable workflows.
Operational scope covered Lydia’s France customer base and internal support and operations teams responsible for KYC processing and user assistance, making Front the primary Customer Experience platform for those functions. The project consolidated channels previously managed in Zendesk and Slack into a single queue in Front Omnichannel Inbox, simplifying day to day operations and reducing context switching for agents.
Governance changes formalized centralized inbox ownership with standardized routing rules, service level expectations and response templates, enabling consistent handling of sensitive KYC workflows and user questions. Rollout focused on aligning operations and support processes to the shared inbox model and instituting owner based accountability for queues and escalations.
The rollout cut average response time from 13 hours to 5 hours, increased the share of users served within one hour to 70 percent and raised customer satisfaction to about 93 percent after implementation of Front Omnichannel Inbox. These outcomes positioned Front as Lydia’s core Customer Experience tool for support and operations.
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Y Combinator | Professional Services | 2000 | $300M | United States | Front | Front Omnichannel Inbox | Customer Experience | 2014 | n/a |
In 2014, Y Combinator implemented Front Omnichannel Inbox for Customer Experience. The deployment consolidated more than 20 program and inquiry inboxes into a single omnichannel workspace to centralize program and general inquiry handling in the United States.
Configuration emphasized automated routing workflows and use of internal @mentions to establish clear ownership and accountability, enabling assignment and visibility within shared team inboxes. Front Omnichannel Inbox was configured to route incoming messages, support shared threads, and surface ownership through mentions to reduce manual handoffs.
Operational coverage focused on program teams and general inquiry functions across Y Combinator's United States operations, consolidating previously distributed inboxes into a centralized operational workspace. Governance changes included adoption of @mention-based ownership conventions and routing rule standards to standardize accountability and handoff processes.
Y Combinator reports responding to messages seven times faster and eliminating week-long response delays across its program and general inquiry inboxes in the United States. These outcomes are reported as resulting from the Front Omnichannel Inbox configuration and associated process changes.
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