Case Study: Oxford Business Group delivers 2X faster support with Hiver
Key results
The challenge
Oxford Business Group, a business-intelligence research firm, runs 30 to 35 field teams across four continents that depend on a central field-operations team for support. Managing the heavy email volume first in Outlook and then in Kayako left team leads with no intuitive way to see who was handling which request, and forced staff to move between tools to respond.
The solution
The team adopted Hiver on top of Gmail, using one-click email assignment, Tags, Notes with @mentions and the Team view to distribute and track work. Because Hiver runs inside Gmail, onboarding required no training sessions.
“Hiver is a very friendly tool and it doesn't give you an alien feel. Assigning and composing emails is straightforward. It does away with the complexities of a ticketing system and everything about it is simple.”
CSChristian SibayanManager, Field Operations and Systems, Oxford Business Group
The results, in context
After installing Hiver in March 2019, Oxford Business Group improved its average first response time by 60% and reduced average resolution time by 50%, delivering roughly 2X faster support. The field-operations team also reached a 100% SLA completion rate and reports saving 138 hours per month.