Case Study: Group Miki cuts ticket resolution time 67% while handling 18,000+ weekly conversations with Hiver AI
Key results
The challenge
Group Miki's Manila operations team, part of hotel wholesaler Miki Travel Online (established 1967), managed between 18,000 and 20,000 weekly customer conversations across region- and function-specific Google Groups inboxes. Agents manually toggled between accounts, triaged and labeled cases by hand, and often duplicated work, which drove up handling times and left leaders without visibility across accounts.
The solution
Group Miki adopted Hiver's AI-powered platform, consolidating multiple inboxes into shared inboxes and deploying Hiver AI (AI Tagging and AI Sentiment Analysis), over 300 automations, SLA policies, Collision Alerts, Analytics dashboards and embedded Live Chat.
“When we tried Hiver for the first time, we knew it was a game changer for us — it was extremely powerful, yet effortless to use. It easily fit into our existing setup, and offered powerful capabilities like AI and automation that empowered us to deliver stellar customer service at scale.”
NDNelson Jay Dela CruzDeputy General Manager, Group Miki
The results, in context
Group Miki reduced ticket resolution time by 67%, with average case handling time falling from 12 minutes to 4 minutes. Over 300 automations saved 38 hours per week, and shared drafts and notes contributed 168 hours saved per month, all while the team continued handling 18,000–20,000 weekly conversations.