Case Study: Egnyte achieves 40% faster response times with Hiver

Egnyte boosts response speed by 40% with Hiver

Egnyte, an AI-powered content cloud provider, faced the challenge of managing high-volume customer communications for its nearly 13,000 clients with a small, three-person team. Without a system to track, assign, or route queries, they risked overlapping responses, missed messages, and a lack of visibility into workloads. To prevent these issues and build a scalable foundation, Manager Kenedi Padgett sought a solution and chose Hiver to provide the necessary structure and automation from the start.

By implementing Hiver, Egnyte built a centralized system using a shared inbox with automated round-robin routing, ensuring clear ownership and balanced workloads. The solution provided real-time visibility, automated coverage during absences, and tools like tags and templates for efficiency. As a result, the team improved their average response speed by 40% and increased operational efficiency by 30-35%, enabling three people to manage up to 1,000 customer conversations per week without adding headcount.

Egnyte