Lando brings after-school enrichment programs directly to students' campuses, offering coding, engineering, design, art, and music classes. With a selective teacher hiring process (less than 2% acceptance rate) and expert-designed curricula from Northwestern, Stanford, and RISD educators, Lando maintains exceptionally high quality standards while serving families across multiple schools.
When you're managing after-school programs across multiple schools with hundreds of families and teachers, every support interaction matters. Parents don't just want answers—they want to feel heard and understood when asking about their child's program. Teachers need quick, accurate information without the runaround.
For Lando's support team, this created a constant balancing act: providing fast, accurate responses while maintaining the personal touch that families expect from a premium education provider. The challenge wasn't just volume—it was preserving quality at scale.
"Parents choose Lando because we care about the details," explains a Jacob Rieber from their Operations team. "They expect us to know their child's specific program, their school's schedule, and their enrollment history. But our agents were spending so much time switching between systems and looking up information that response times were suffering."
The context-switching problem
Lando's support agents faced a familiar but exhausting workflow: A parent emails asking about their child's class schedule. The agent opens Front to read the inquiry, then switches to a new browser tab to access their custom CRM, searches for the student's information, checks enrollment details, confirms school-specific schedules, then switches back to Front to craft a response.
Multiply this across dozens of inquiries daily—covering enrollment changes, billing questions, teacher scheduling, and program details—and agents were spending more time navigating systems than helping families.
The cognitive load was significant. Each context switch required agents to mentally reset, relocate information, and piece together the full picture before crafting a response. Meanwhile, parents waited for answers about their child's programs.
For a company built on premium service and attention to detail, this fragmented experience was undermining everything they wanted to provide families.
Intelligence that enhances, not replaces
Rather than automating away human agents, Lando implemented Aide's Agent Panel to enhance their support team's capabilities. The solution integrates directly within Front, providing agents with instant access to student, school, and program information—plus AI-generated draft responses—all without leaving their helpdesk.
Here's how it transformed their workflow:
Instant Context Access - when agents open any support ticket, the Agent Panel immediately displays relevant student information: which child is enrolled, at which school, in what programs, with complete session history. No more switching tabs or searching multiple systems.
AI-Generated Drafts- based on the inquiry and available context, Aide generates personalized draft responses that agents can review, edit, and send. The drafts reference specific student details, school information, and program schedules to provide accurate, personalized responses.
Preserved Human Touch- agents review and personalize each response before sending, ensuring the warmth and attention to detail that families expect while dramatically reducing response time and research effort.
Results that scale with quality
The impact on Lando's support operations has been immediate and measurable. But the real transformation is qualitative. Agents now spend their time crafting thoughtful responses rather than hunting for information. Response times have improved dramatically while maintaining—even enhancing—the personalized service families expect.
"Now when a parent asks about pickup procedures for their child, our agent immediately sees that Kevin Miller attends Patterson Elementary, is enrolled in Engineering & Design Thinking in Room 24, with his last class on May 19th," notes the team. "Aide suggests a draft response with all these details, and our agent can personalize it and send it in minutes instead of spending 10 minutes looking everything up."
The best of both worlds
What makes Lando's approach particularly effective is how it preserves human judgment while eliminating busywork. The Agent Panel provides comprehensive context—student information, enrollment details, program schedules, school policies—instantly accessible within their existing workflow.
AI generates smart draft responses based on this context, but human agents review, edit, and personalize each response. This ensures families receive the thoughtful, detailed communication they expect while dramatically improving agent efficiency and response times.
For complex cases requiring escalation, agents have full context already assembled, making handoffs smooth and comprehensive. For routine inquiries, agents can quickly personalize and send accurate responses without the research overhead.
Education at scale, service that feels personal
As Lando continues expanding to new schools and serving more families, their enhanced support approach scales naturally. New schools and programs are automatically reflected in the Agent Panel. AI drafts improve with more interaction data. Agents can focus on relationship building and complex problem-solving rather than information retrieval.
"Aide gives us superpowers, reflects the team. "We have all the student and program information right at our fingertips, plus intelligent draft responses that we can personalize. Parents get faster, more accurate answers that still feel completely human and caring."
For education companies managing complex, multi-location operations, Lando demonstrates how thoughtful AI implementation can enhance rather than replace human expertise—delivering both efficiency and the personal touch that families value.
The result: support that scales without losing the human connection that makes Lando special.
Transform your support operations with Aide
For more information or to schedule a demo, visit aide.app/demo or contact [email protected].
