Introduction

Matera is a Paris-based property management software that empowers co-owners to manage their buildings — all on their own. Its platform comes with built-in compliance tracking, messaging, insurance management, and accounting features to unify all housing operations under one easy-to-use roof.

And if co-owners want to outsource their building management, they can. Matera also offers rental management services, helping co-owners optimize costs, schedule maintenance, and meet renter expectations without lifting a finger.

With Matera in place, co-owners save, on average, 30% of their overall annual costs. But it’s not just cost savings that have made Matera popular across France and other parts of Europe. It’s also their unparalleled customer service

Whether co-owners use Matera’s web-based platform or local trustee services, they are guaranteed a quick, informative response — no matter where, when, or how they report their question or issue. That quality of service is made possible by a winning combination: Front and Onepilot.

Challenge

Before engaging Front and the outsourced CS resources at Onepilot, Matera had a straightforward support tech stack: Gmail and Zendesk. For a while, those two tools gave them the support they needed. But as the company scaled, Matera’s team struggled to make them work.

They started receiving an ever-increasing volume of customer requests — particularly during peak activity periods — from multiple channels (not just email). Without a system to centralize and assign messages to reps, ownership was unclear. Over time, this lack of visibility prolonged the time it took for customers to get answers to their questions and, at times, led to duplicate work.

Viviane Teixeira, Implementation Lead at Matera explains: “Unorganized workflows created unnecessary stress and delays, hindering our productivity. We knew poorly managed customer requests could lead to dissatisfaction and retention issues, especially during the onboarding process for new co-owners.”

To handle their growing customer base more efficiently, Matera needed a better way to organize support requests, enhance cross-team collaboration, and automate the repetitive tasks bogging their reps down.

Solution

With these requirements in mind, Matera’s leadership team sought out tools designed specifically to streamline customer communications. Front stood out as a clear winner. 

Automated routing, built-in tags, and real-time collaboration on customer messages instantly gave Front a considerable leg up over other tools. Its intuitive interface would also make it easy for Matera to train existing reps and onboard new ones. Another feather in Front’s cap was its native HubSpot integration, which could pull CRM data straight into a rep’s view.

While Front's platform solved the tooling challenges, Matera also needed a trusted partner to provide flexible agent capacity during peak periods like the co-op General Assemblies and to support their goal to expand beyond the French market.

So, they evaluated onboarding a business process outsourcing (BPO) company in tandem. 

Front has partnerships with several BPOs, and Onepilot quickly rose to the top as a critical partner to help Matera scale.

As a French-based BPO with over 2,000 expert agents, Onepilot specializes in delivering exceptional, localized customer service solutions. Its model combines native-speaking agents, 24/7 availability, and industry-specific expertise, enabling Matera to maintain their high-quality service even during surges in demand.

“Combined with Onepilot’s dedicated support, Front could help us organize requests and promote data sharing with HubSpot, ultimately reducing our response times and improving our CSAT.” - Viviane Teixeira, Implementation Lead 

Cutting response times in half with automation — even during busy season

One of the first things the Matera team took advantage of in Front was auto-assignment rules. Now, every customer request that comes in (regardless of channel) is immediately sorted, assigned to Onepilot’s experienced agent or the appropriate person at Matera, and given a level of priority.

All updates, including newly created accounts and any customer communications, are tracked in Front, too. Real-time ticket collaboration offers better visibility across Matera and Onepilot teams, preventing duplicate efforts. Because everyone can see and comment on any response, managers can jump in to offer feedback where needed, ensuring customers get  comprehensive, clear responses.

“Front centralizes all communications, automates assignments, and provides visibility across teams, allowing us to respond quickly and effectively. In fact, we’ve drastically reduced response times from 24 hours to as little as 12 hours.” - Viviane Teixeira, Implementation Lead

Centralizing data for context and continuous improvement

Though Matera uses Front to communicate with customers, most customer data is stored in HubSpot.

That meant that before Front, reps would have to jump from tab to tab, refreshing their memory on a customer in HubSpot before switching to Gmail or Zendesk to respond. If they needed assistance, they’d have to forward emails to their supervisor, who would then have to log into HubSpot themselves to get enough context to weigh in.

With Front’s native HubSpot integration, agents and their managers can see everything they need in a single window. They can pull client information, search previous conversation history, and even tag their coworkers to get specific questions answered — all directly in Front.

“The HubSpot integration keeps everything linked,” Viviane shares. “Front’s internal comment and tagging features are invaluable for sharing context, assigning tasks, and facilitating smooth handoffs across Matera and Onepilot agents. We don’t have to leave the platform to get things done.”

Front’s analytics module helps Matera leaders measure the value of a one-stop shop. They constantly track the volume of requests processed, average ticket resolution time, and overall response times to see where gaps might exist and how they can fill them — whether by creating new Front workflows or partnering with Onepilot on agent workload.

Strategic partnership with Onepilot drives exceptional customer experiences

Onepilot’s agent is trained to seamlessly integrate with Matera’s workflows, ensuring an aligned, cohesive approach to customer service. Thanks to Onepilot’s operational flexibility, Matera can adapt to changing volumes effortlessly, maintaining exceptional service quality year-round.

The collaboration between Matera and Onepilot is more than operational — it’s strategic. Onepilot doesn’t just provide additional capacity; they act as an extension of Matera’s team, sharing insights and proposing optimizations to further enhance the customer journey.

Thanks to this setup:

• Response times have been reduced from 24 hours to just 12 hours, even during peak activity periods like General Assemblies.

• Duplicate efforts have been virtually eliminated through centralized communication and real-time collaboration between Matera and Onepilot.

• Matera’s customers receive faster, clearer, and more comprehensive responses — a major driver of customer satisfaction.

Building confidence as Matera scales

In recent years, Matera won multiple funding rounds to expedite its expansion across the EU. This presented a challenge: upholding its reputation as a service provider owners can count on while also growing rapidly.

Thanks to the powerful capabilities from Front and consistent, expert service from Onepilot, Matera can scale confidently.

“The team reports less stress and better organization,” notes the team at Matera. “During one General Assembly period, we managed over 1,300 co-ownerships within weeks thanks to Front’s automation and Onepilot’s dedicated support. The process was seamless and ensured our customers received timely updates.”

Looking ahead, Matera is poised to handle even more growth. The foundation they’ve already laid with Front and Onepilot will help them balance high volumes — with the same highly personalized and transparent service their customers are accustomed to.

“We’re even thinking about using Front’s reporting features to anticipate customer needs and proactively improve our service strategy.”