Case Study: Direct Expedite improves expedited customer support with Hiver

Direct Expedite saves 331 hours/month with Hiver

Direct Expedite, a ground expedite broker providing time-sensitive transportation, faced a significant challenge with email management. Their teams lacked visibility and accountability for critical email queries from customers and partners, leading to missed opportunities and lost revenue. To address this, they implemented Hiver, a customer service solution that integrates with Gmail.

Using Hiver's features like email assignment, shared inboxes, and internal collaboration notes, Direct Expedite streamlined its communication. This eliminated missed queries and improved response times. The solution provided managers with real-time workload visibility and saved the company an estimated 331 hours per month, dramatically improving efficiency and customer support.

Direct Expedite