Case Study: Hootsuite boosts customer success productivity with Front

Hootsuite skyrockets productivity using Front

Hootsuite, the social media management platform with more than 18 million users, needed a better way to support its EMEA Customer Success team. Before switching, the team relied on a Zendesk-centered workflow and standard email, which felt inflexible, slowed response times, and made it difficult for teammates to see who was working on what or collaborate efficiently.

Using Front, Hootsuite moved its Customer Success team into three shared inboxes and added features like assignments, @mentions, message templates, scheduling, and integrations with Salesforce and Trello. Front helped the team eliminate duplicate work, keep messages from falling through the cracks, and speed onboarding from three months to a couple of weeks, while making collaboration and customer follow-up much easier.

Hootsuite

Laura Ene

Customer Success Team Lead