Case Study: Bergen Logistics achieves 72% faster time-to-first-response and saves 1,535 hours/month with Hiver

Bergen Logistics resolves customer service requests 72% faster

Bergen Logistics, a global order-fulfillment provider for the fashion and lifestyle sector, was managing customer queries through Google Groups and struggled with visibility, SLA tracking (a 2-hour SLA), backup coverage for account managers, and measuring response performance. To address these operational gaps they implemented Hiver, adopting Hiver’s shared mailboxes, analytics, automation and collaboration features in place of Google Groups.

Hiver provided real-time visibility, email Notes, collision alerts, email delegation and automated routing so teams could assign owners, monitor drafts, and track SLAs. As a result, Bergen Logistics saved 1,535 hours in a month and achieved a 72% improvement in average time-to-first-response, with fewer escalations, stronger accountability, and faster, more consistent customer support thanks to Hiver.

Bergen Logistics

Johanny Rodriguez

Associate Director of Account Manager