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Hello everyone,

I'm currently using Front as part of my workflow in an accounting firm, and I'm looking for some advice and inspiration. Our team consists of several accountants, administrative staff, and interns, and we seeking seamless methods to manage client communications, schedule appointments, and share important updates within our team.

I've started utilizing Front's shared inbox feature to streamline client inquiries and ensure that no message goes unanswered. However, I'm curious about how other firms are maximizing their use of Front for internal communication and task management. Specifically, I'm interested in:

  1. Automated Workflows: Are there specific rules or automations you have created that have significantly improved your efficiency?
  2. Integration with Other Tools: We use a few different tools for client records, billing, and financial analysis. How have you integrated Front with other tools in your tech stack?
  3. Team Collaboration: Any tips on using Front's tagging, commenting, or assigning features to enhance team collaboration and accountability?

I'd love to hear about your experiences and any best practices you can share. Thanks in advance for your insights!

Hi Joshua, 

 

I’m Luke from Front’s Support team 👋 Other users with similar use cases to yours may be able to provide more specific insights on how they’re using Front today, but I wanted to still provide a little context on how we’re using the platform in our own Support team. Hopefully there are some parallels that can help 😊

 

Automated workflows:

  • We use a Load Balancing assignment rule to automatically assign our team’s workload. Using the Load Balancing option allows us to easily balance the customer requests across our team. Since we work across several timezones, when a teammate isn’t working they’re set to Out-of-office using the Shifts feature so that they don’t receive assignments while they’re offline. 
  • We also use Required Tagging to help categorise our Support requests depending on the subject matter

Integration with other tools:

  • This question is probably best answered by someone with a similar use case to yours, as I don’t believe our own case will correspond. However, we have many integrations available, so depending on what you and the team are currently using, you may find what you’re looking for here: 

Team collaboration: 

  • In addition to the workflows I described above, we have some “best practices” that our team follows in terms of collaboration. We use internal comments to share information from our troubleshooting and investigations for example. This allows another teammate stepping in or picking up a customer request to quickly have access to what they need, without having to double up troubleshooting. 
  • We also use Linked Conversations or paste the Conversation ID of similar or related conversations in the comments to provide additional context. 

 

As I said, this is not specific to your use case, and I’d be happy to assist further if you have any additional questions, but hopefully this helps as a first step 😁 

 

All the best, 

Luke

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