Case Study: BNI Alberta South achieves 23 hours/week time savings and faster, collaborative email support with Hiver

BNI Alberta South delivers excellent service while working remotely

BNI Alberta South, a branch of Business Network International serving small businesses in southern Alberta, was struggling with a shared Gmail inbox for member queries, applications, invoices and website inquiries. The three-person remote operations team, led by Operations Manager Bartek Marczak, faced poor visibility into who was handling emails, frequent forwards/Cc’s, and slow follow-ups—so they adopted Hiver, a customer-service solution that runs on top of Gmail.

Using Hiver’s Unassigned/Closed queues, Email Tags, Notes, Automations and Analytics directly inside Gmail, the team created ownership, cut internal emails, automated routine handling, and tracked response metrics. The result: BNI Alberta South saved 23 hours a week, replies became much faster, recurring notifications and applications are auto-tagged/assigned, and the team can monitor first-response and resolution times to meet their service goals with Hiver.

BNI Alberta South

Bartek Marczak

Operations Manager