Instructure creates educational software that makes teaching and learning easy. Front enables their customer-facing and operations teams to maintain personalized support, while saving every person 10 hours per week by improving their workflows and productivity.
The Instructure team also works happier with Front. “We have a better work life balance, and we’re less stressed. With Front, we know that every day we can leave the office and have taken care of everything in our inboxes,” said Manager of Customer Success Matt Patrick.
"With Front, we know that every day we can leave the office and have taken care of everything in our inboxes." - Matt Patrick, Manager of Customer Success, Instructure
Saving 10 hours a week with efficient workflows
Instructure’s customer success team works together to respond to 15,000+ emails a month from shared inboxes in Front. They can easily assign a clear owner on incoming emails and discuss them internally. “Assigning messages saves us a lot of time, and escalation is much smoother. We’re not having to forward and have multiple copies of every email. There’s one thread, and all the comments and information you need are on it,” Patrick said. The more seasoned team members can add their comments to assist the rest of the team.
Scaling operations with a personal touch
Their team has invested in automating many tasks in their inbox to increase their productivity and contribute to the 10 hours in time savings. In September alone, 3,000 actions were automatically running in Front — from applying tags to emails, to moving emails based on domain to the right inbox.
“We can route messages to the right person internally without extra work, so customers get a smoother experience,” Patrick said. This workflow is particularly important to Instructure because customers message the same person on their team from day one as their main support reference to get a consistent experience.
Working more efficiently in Front, the Instructure team has more time to focus on every customer. “Front’s sequences feature helps us stay personal while saving a ton of time. We use them to schedule business reviews and send resources, and Front automatically drops in the customer’s name, renewal month, and more,” Patrick said.
Boosting morale by unifying teams
Working more collaboratively with Front, the Instructure team feels closer than ever. Front allows them to focus on professional development and mentorship.
“Mentally, you feel better because you know exactly what you have to work on, and it’s much easier to focus on just your tasks, rather than sort through hundreds of emails." - Matt Patrick, Manager of Customer Success, Instructure
Front brings accountability and clarity to their work, so individuals feel empowered and less stressed. “Mentally, you feel better because you know exactly what you have to work on, and it’s much easier to focus on just your tasks, rather than sort through hundreds of emails,” Patrick said.