Case Study: BNI Alberta South achieves faster, smoother remote email support with Hiver

BNI Alberta South saves 23 hours a month with Hiver

BNI Alberta South, a branch of Business Network International supporting small businesses in southern Alberta, faced challenges managing a shared email inbox. Their three-person remote operations team, using a single Gmail account, struggled with a lack of visibility into email status, leading to siloed work, communication breakdowns, and slow, inefficient query resolution. They sought a solution that worked within Gmail to streamline their support emails for members, applicants, and vendors.

The team implemented Hiver, a customer service solution for Gmail. Using Hiver’s shared inbox features, tags, internal notes, and automations, they gained full visibility into email assignments and statuses, improved collaboration, and automated workflows like tagging and assigning emails. Hiver’s analytics also enabled performance tracking. The solution resulted in faster email replies, smooth remote teamwork, and saved the team an estimated 23 hours per month through automation.

BNI Alberta South