Case Study: Specialty Box saves ~80 hours a month and doubles service efficiency with Hiver
Key results
The challenge
Specialty Box & Packaging Co., an Albany, NY retail packaging provider serving over 1,000 restaurants, managed customer, vendor and shipping email through Google Groups. The shared inbox grew cluttered and offered no clear ownership, leading two team members to work the same email while the COO spent time tracking who was doing what.
The solution
After trialing Zendesk and Front, the team chose Hiver because it plugged directly into Gmail without ticketing or duplicate messages. They converted their hello@ Google Group into a Hiver shared inbox and used email assignment, statuses, Notes and Email Templates.
“My team and I are familiar with the Gmail interface. Hiver was an opportunity to leverage that familiarity and use it in a way that reduces email noise, duplication of effort, and wasted time.”
JFJoshua FialkoffCOO, Specialty Box & Packaging Co.
The results, in context
Hiver helped Specialty Box save roughly 80 hours a month and double customer service efficiency, according to the company. Email assignment and statuses removed inbox confusion, while Templates sped up and standardized replies.