Case Study: Countsy achieves streamlined client communications and clear ownership with Front

Countsy nurtures client relationships with ease using Front

Countsy, a cloud-based accounting and back-office provider for venture-backed startups, faced severe email overload from its high-touch client services model. The team relied on Outlook distribution lists that were hard to maintain, blocked new hires from seeing full client history, and made it difficult to assign ownership of time-sensitive requests — so Countsy evaluated Front's shared inbox solution to solve the problem.

After a 2017 pilot, Countsy migrated its entire 100+ person client services team to Front, creating 200+ shared inboxes and implementing tagging, assignment, and 13 automated rules to streamline workflows. Using Front, Countsy consolidated collaboration into a single platform with full access to client history, clearer ownership, faster retrieval, fewer emails and tools, and 100% team adoption — delivering faster, more efficient client support.

Countsy

Kathy Costillo

Head of Technology Service Center