Case Study: Craftgate achieves faster fintech support and saves 130+ hours a month with Hiver

Craftgate saves 130+ hours a month with Hiver

Craftgate, a fintech payment orchestration platform, faced significant challenges scaling its customer support. Using a shared Gmail inbox led to a lack of visibility, uneven workloads, and an estimated 50 missed inquiries daily during peak periods. The team struggled with manual tracking, scattered collaboration, and had no way to analyze their support conversations. They turned to Hiver to find a solution that could bring structure without forcing them to leave their familiar Gmail environment.

By implementing Hiver's shared inbox solution, Craftgate automated ticket routing with round-robin assignment, introduced collaboration features like notes and @mentions, and set up automations to handle repetitive tasks. The results were substantial, including saving over 130 hours per month, automatically routing 700+ conversations monthly with no missed emails, and achieving 35% faster resolution times. Hiver provided the structure and analytics needed to transform their support into a measurable, efficient process.

Craftgate