Customer story: Frontline Education's support team

Frontline Education serves “more than 12,000 educational organizations.” Its support agents spend the day inside those customers’ accounts: checking settings, reproducing problems and walking school staff through fixes.

The problem

Their tools let an agent be signed in as one customer at a time. Checking a second district meant signing out of the first. As the team put it: “We’ve always been frustrated because of the inability to work with more than one customer at a time.”

What changed

Agents now open each district’s account in its own identity, so several stay signed in side by side. They save each setup as a workspace, so a phone call no longer costs them the chat they were in: “Now we have a little more flexibility to stop (and take the call) because we’re not going to lose our work.”

The result

Agents went from “two clients at once” to four or five. “It really helps from a customer point of view because we can take more on and help more customers.”

Read the full Frontline Education case study, or see the setup in How support teams work five customer accounts at once.