Case Study: Air Comm achieves 25% faster customer service with Hiver

Air Comm delivers 25% faster customer service with Hiver

Air Comm, an award-winning wireless communications and solutions provider founded in 1973, was managing over 4,000 support requests a month through a cluttered Gmail support inbox. As the team grew, visibility and accountability fell apart—managers like Tai Roach couldn’t tell who was working on what unless someone replied “Working on it,” internal collaboration relied on forwarding and Cc, and earlier tools like Gmelius didn’t close or sort queries. To fix these issues, Air Comm turned to Hiver.

Hiver deployed shared inboxes, auto-assignment (round-robin), Notes/@mentions and collision alerts so agents can collaborate directly in Gmail and see assignment and status at a glance. The result: a 25% faster response rate, prevention of duplicate replies, clearer ownership and tracking, and a reported 195 hours saved per month while handling 4,000+ monthly requests—significantly improving Air Comm’s efficiency and customer service.

Air Comm

Tai Roach

Support Team Manager