Case Study: Continental Stock Transfer & Trust Company achieves 99% SLA compliance with Hiver

Continental Stock Transfer & Trust Company achieves 99% SLA compliance with Hiver

Continental Stock Transfer & Trust Company (CSTT), a specialized financial services provider, faced challenges with its manual customer support processes. Using Google Groups for email, they lacked visibility, control, and a reliable way to track service-level agreements (SLAs). This created inefficiencies and risks for their critical investor communications. To address this, the company turned to the vendor Hiver for a customer communication solution.

By implementing Hiver, CSTT automated email routing, introduced SLA tracking, and utilized email templates and shared drafts for quality assurance. The solution enabled their teams to handle inquiries much more efficiently. As a result, CSTT achieved 99% SLA compliance and a 99% quality assurance score, while improving their email completion rate by approximately 50% and saving over 1,000 hours per month using Hiver's features.

Continental Stock Transfer & Trust Company (cstt)