Case Study: Instructure saves 10 hours per week per person and boosts collaboration with Front

Instructure teammates save 10 hours per week with Front

Instructure, a software company focused on education, faced the challenge of managing high volumes of client-facing and operations communications while keeping support personalized and efficient. To solve inbox overload and workflow friction, Instructure adopted Front’s shared inbox and automation features to coordinate responses and assign clear ownership of incoming messages across customer success and operations teams.

Using Front, Instructure implemented automations, routing, tagging, message assignment, and Sequences to streamline workflows—handling 15,000+ emails per month and running about 3,000 automated actions in one month alone. The result: each teammate saves roughly 10 hours per week, fewer forwards and duplicated threads, smoother escalations, better customer consistency, and improved morale and work‑life balance thanks to the clarity and accountability Front provides.

Instructure

Matt Patrick

Manager of Customer Success