# How Scratchpad uses Front

**40-minute**: “currently averages an impressive 40-minute response time”

As published on [front.com](https://front.com/customer-stories/scratchpad), January 2025. Captured by usedby on 2026-11-13.

- Company: [Scratchpad](https://www.usedby.ai/companies/scratchpad.md)
- Tool: [Front](https://www.usedby.ai/tools/front.md)
- Teams: support, success, sales, operations, marketing

## The use case: how Scratchpad deploys Front

Scratchpad uses Front as its central hub for customer and internal communication, routing email, chat, and text into shared inboxes. The support and success teams collaborate on shared drafts, tags, SLA warnings, and a Salesforce integration, and also handle operations tasks like accounts payable, legal, and security communications.

Summary written by usedby from the source page, in English. The figures are those of Front and Scratchpad, not ours.

> The team set a goal to respond to customer inquiries within 24 hours and currently averages an impressive 40-minute response time.

- **100%**: “With a customer satisfaction rate of 100%”

> Front makes managing inbox zero possible. I’ve built a seamless workflow to handle recruiting, ops, billing, customers, and AP all in one place — it’s that well-built.
>
> Diane Garcia, Head of Operations at Scratchpad

Source: [front.com](https://front.com/customer-stories/scratchpad), captured 2026-11-13.

## Other companies using Front

- [Atlas Travel & Technology Group](https://www.usedby.ai/companies/atlas-travel-technology-group.md) — Confirmed
- [Branch](https://www.usedby.ai/companies/branch-branchapp-com.md) — Confirmed
- [Echo Global Logistics](https://www.usedby.ai/companies/echo-global-logistics.md) — Confirmed
- [Empower Work](https://www.usedby.ai/companies/empower-work.md) — Confirmed
- [Essentialist](https://www.usedby.ai/companies/essentialist.md) — Confirmed
- [Firewize](https://www.usedby.ai/companies/firewize.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-11-13.

- Checked: the figure 40-minute is printed word for word on the page, near the name of Scratchpad.
- Checked: the passage quoted above is copied word for word from the page, near the name of Scratchpad.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Scratchpad uses Front. Confirmed line. Latest check across sources: 2026-11-13.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/scratchpad-front · How we check: https://www.usedby.ai/methodology