How Front and Aircall enabled Jukin Media to build efficient communication at scale

Jukin Media has been described as “The Company That’s Made Viral Videos Big Business” by WIRED magazine. A truly unique company, Jukin helps ordinary people earn money from videos they’ve captured on their mobile phones, GoPro cameras, or other personal devices. If an amateur user-generated video appears in a news broadcast, on a TV show, or in an advert or commercial, chances are Jukin Media helped make it happen (and helped the person who filmed the video get paid).

Jessica Card, Senior Director of Content Acquisitions, oversees business operations. She manages a team responsible for communicating with content creators and negotiating deals with them. Developing standard processes and using tools that encourage automation are key to their daily success.

“When I make one thing easier, it helps everyone involved. With Front and Aircall, it’s helped us streamline our processes and become more efficient as a department.”

A better email management system

Jukin Media first started using Front because they needed an email management tool with the ability to send bulk communications. They had been using “distribution lists” in Gmail alongside a sales productivity platform but felt they were missing the collaborative features that drive efficiency.

Jessica liked that Front allowed her team to work in a shared inbox, which removed the need for multiple systems, but she also valued features like sequencing and internal comments.

“We get a lot of emails at various stages of our pipeline—whether it’s early stage outreach to new content creators or reminding a partner to sign a licensing agreement—we need to send those in bulk, and that's exactly what sequencing does. That’s the efficiency that we're adding.“

“Everything is in one place now, whereas before we were using all those tools, and you’d have to move between a million windows. It’s much more efficient when everything is centralised.“

Front’s tagging capabilities have also improved visibility. Jukin Media has different types of partners they need to stay in contact with — tagging helps flag issues and categorise communications, giving them a level of insight they didn’t have before.

Using Front’s collaborative features

Before Jukin implemented Front, the team would Slack-DM Jessica about relevant emails, creating an unwanted bottleneck in their workflow.

“I usually need to read the email anyway… Sending the message in Front gives me the full context of the conversation.”

Front’s collaborative inbox also helped prevent embarrassing situations every company with growing pains has experienced: like when two people reply to the same email.

“That messiness is what we wanted to clean up. Plus, I got more insight into how all the emails were being handled instead of manually going through my folder in Gmail. Front resolved those types of issues.”

Since adopting Front’s comments and assignment features, both collaboration and transparency have improved.

“The team really enjoys using Front. It gives us the ability to chat about something right within the email chain, which is really helpful.”

Searching for a better phone system

Once the team was comfortable with Front, Jessica wanted to find a phone solution that enabled bulk calling and SMS to reach content creators more effectively.

Before Aircall, Jukin Media was using an old-fashioned phone system that didn’t have the features and intuitive interface they were looking for.

“There were really complicated integrations, and it was a big lift on our end. Our tech team didn’t have the bandwidth for that.”

Jessica decided Aircall was the right solution because of its out-of-the-box integration with Front and the fact it was so simple to use from both an admin and user perspective.

“I'm always looking for a solution that’s easy for me to manage because I don’t want to rely on someone else for assistance. I look for tools I feel comfortable operating myself, and that’s why Aircall worked so well for me.”

Dialling at scale with the PowerDialer

Many of the softphones they demoed weren’t optimised for bulk calling. Jessica explained that most tools would have required her to set up new processes, maintain them, and reconfigure how the team worked.

The feature that set Aircall apart from other softphones was the PowerDialer, which allows their team to handle bulk calling with minimal effort.

“I can automatically export from one system into a Google sheet, give the team the URL, and they can start making calls immediately. It automatically refreshes and I don’t have to touch it.”

Jessica preferred the PowerDialer over other auto diallers because of its efficiency and personalisation.

“We want to call people, but not in that call-centre-type-of-way where there’s a three second delay like you get from an auto dialler. We’re trying to communicate with a customisable and friendly approach.”

Messaging with Front + Aircall

Everyone on Jessica’s team uses both Aircall and Front, especially for its texting capabilities.

Jukin Media has a fully remote workforce, so the team is comfortable working with people even when they’re in a different time zone, but without collaborative tools in place, there wasn’t always a way to share the workload.

“It’s really great that people can share text messages. Before, if someone was on their day off or on holiday, a text message would be lost until they returned, so someone would always have to be online and that was such a burden. The ability to share text messaging has been amazing.“

Aircall has helped Jukin Media scale their outbound call volume and text messages.

“It really streamlined our process and allowed us to contact more video owners or potential video owners in a shorter amount of time.“

With Aircall and Front combined, Jukin Media has become a more efficient and productive business.