Feeding the country takes people, and getting those people to the right farms at the right time is no small feat. Each year, Seso helps hundreds of farms bring in thousands of seasonal workers, streamlining a process of completing complex paperwork and coordination. They help growers, ranches, and farm labor contractors manage everything from visas to paychecks, keeping their day-to-day operations compliant and running smoothly.
Once an ag business chooses Seso as their labor services and software partner, a massive year-round coordination effort begins to ensure that the customer is well served. Nearly every team at Seso is involved: Visa Operations interfaces with the U.S. government, Logistics teams coordinate meals, housing, and travel, and payroll specialists manage intricate pay scenarios. Customer Success Managers (CSMs) sit across it all, owning relationships, renewals, escalations, and regular business reviews.
To manage customers across email, phone, and text, Seso uses Front, bringing 50–60 team members into one shared workspace that keeps communication organized and personal. “At the end of the day, we’re connecting people: growers who need reliable workers and the individuals who depend on these jobs,” said Ben Terrill, Head of Customer Success. “When that connection happens smoothly, it makes a real difference for both sides.”
Front is deceptively powerful. It’s simple to set up and use, with a lot of power under the hood.
Challenge
Scattered tools blocked the ability to scale Seso’s personal touch
Seso used a patchwork of siloed collaboration tools, including Gmail, Slack, and RingCentral. Each held part of the customer story but never the whole thing. “We’d gotten surprisingly far that way, but it was chaos,” says Ben. “Poor inter-team visibility, no coordination, and everything trapped in personal inboxes.”
Growers at Seso don’t write to a shared support inbox; they email their CSM by name, maintaining the one-to-one relationships they value. A typical thread might involve CSMs, Visa Ops, Logistics, and Payroll, and span weeks or months. Seso needed to retain that “write your person” experience while giving internal teams a shared view, clear ownership, and the ability to loop in the right experts fast.
Disjointed handoffs across service teams
When workers don’t show or travel plans shift, CSMs must hand off to Visa Ops and Logistics quickly. Previously, those handoffs happened in Slack channels disconnected from the original request, making it hard to track status, decisions, or next steps.
“Every customer had their own internal Slack channel, and CSMs were monitoring hundreds of them,” says Ben. “It was disconnected from the actual work. If Slack updated, email didn’t, and vice versa.”
Front was the only vendor that let us keep that personal touch while giving us structure.
Solution
Turning one-to-one relationships into a scalable service model
With Front, Seso can maintain personal CSM addresses while centralizing the work. Relationship fields from Salesforce (CSM, account team, case manager, payroll owner) sync into Front so messages can be triaged and reassigned without spawning duplicate cases. Internal comments move collaboration out of Slack and onto the message itself, so context stays attached for the full lifecycle.
“The way that Front handles inbound communication that can be rerouted and prioritized without duplicate cases — and everything stays connected in one place — is really, really powerful,” says Ben.
Fast setup and easy adoption
Front’s quick deployment helped Seso hit the ground running. “Our experience setting up Front was pretty painless,” says Ben. “Service Cloud would’ve taken a year and full-time resources to implement and maintain.” Within weeks, more than 50 teammates were fully onboarded and using Front daily. “Our implementation specialist was awesome. She made it all straightforward.”
Clear ownership for every customer request
When CSMs don’t know who owns an issue, they can assign it to a shared inbox for Visa Ops or Logistics. Front’s Salesforce integration automatically routes the message to the right person, so ownership is clear from the start. Leaders can stay looped in on escalations without extra chatter, and CSMs spend more time supporting customers instead of managing inbox traffic.
One place for calls, texts, email, and knowledge
With the Dialpad integration, phone calls and SMS appear alongside email in Front, giving Seso a complete multichannel timeline. Google Drive attachments and a consolidated knowledge base bring documents and answers closer to the work. The next step is to get their knowledge base into Front to leverage Front AI features within their workflows soon.
Bringing every channel into one view has changed how the team works day to day. A CSM can pick up the phone, answer a text, and follow up by email, all without leaving Front. “Before, you’d be digging through RingCentral or Slack just to find the last update,” Ben says. “Now, everything’s right there in Front.”
Shared visibility across every post-sale team
Today, every post-sale function — Visa Ops, Logistics, Payroll, and Customer Success — works out of Front. “It’s the single source of truth,” Ben said. “When a worker doesn’t arrive or a visa gets delayed, everyone can see the same thread and jump in immediately.” This shared visibility has eliminated duplicate updates and sped up response times across departments.
Laying the groundwork for data and SLAs
With all messages centralized, Seso finally has the visibility and data foundation to measure and improve performance. “We’ve laid the groundwork to be much more metrics-driven,” Ben said. “Adding SLAs, accountability between teams, and better service delivery is now possible because everything happens in one place.”
We collaborate where the work happens, in Front. That keeps context, accountability, and visibility all in one place.
Results
Faster responses, fewer dropped balls, calmer teams
Even early on, Seso reports quicker replies, better visibility, and smoother escalations. “The qualitative feedback from my team has been glowing,” says Ben. “They love Front. They can stay in the workspace, work faster with the keyboard, and the experience feels just as smooth as Superhuman, but Front does ten times more.”
From inbox chaos to customer focus
Within roughly two months, Seso onboarded 50–60 post-acquisition teammates to Front and reached parity with prior workflows. With all customer conversations unified, Seso is now rolling out SLAs, capacity planning, and performance coaching, plus expanding channels (WhatsApp, worker chat) while preserving the personal experience growers expect.
“People are calmer, more focused, and we’re trending toward inbox zero,” says Ben. “The folks who’ve adopted Front are really positive: They’re able to focus on more of our customers, which is the end goal.”