Case Study: Boise State University saves 197 hours a month and eliminates missed deadlines with Hiver

Boise State University overcomes critical email management challenges with Hiver

Boise State University’s Office of Sponsored Programs (OSP) faced growing email-management challenges as its research portfolio expanded: delegated Gmail group accounts lacked assignment, status and internal-communication features, making it hard to back up staff, track work when people were on leave, and meet time-sensitive deadlines. To solve this, OSP adopted Hiver’s shared-mailbox solution integrated with Gmail, using features like Assignments, Tags, Notes, Views, and SLA/Business Hours to bring visibility and accountability to team email workflows.

Hiver’s implementation let OSP assign emails, document knowledge with Tags and Notes, and reassign work instantly when staff were absent, eliminating inbox clutter and improving manager oversight. As a result of using Hiver, Boise State University saved 197 hours in a month, dramatically reduced complaints about missed responses, and more consistently met its two-business-day SLA, maintaining continuity with zero downtime during leaves.

Boise State University

Matt Smith

Associate Director