Case Study: Clutter improves email response efficiency by 25% with Hiver

Clutter improves email response times by 25% with Hiver

Clutter, a US-based logistics and storage company, faced a challenge with email collision and a lack of accountability in its People Team. The team used a shared Gmail inbox to manage a high volume of employee inquiries, but the manual process of forwarding emails led to confusion, overlapping replies, and delayed responses. They sought a solution integrated with Gmail to better organize their workflow and turned to the vendor Hiver for its shared inbox product.

By implementing Hiver, the People Team gained the ability to assign emails to specific representatives based on location and business unit, eliminating confusion. They used features like email templates and shared drafts to respond to common questions more quickly while maintaining consistency. The vendor's solution also allowed for automatic tagging and routing of critical emails, such as those concerning COVID-19. As a result, Clutter's People Team improved its email response time by 25%, enabling faster and more efficient support for employees.

Clutter