Case Study: Flexport resolves customer emails 50% faster with Hiver

Flexport resolves customer emails 50% faster with Hiver

Flexport, a freight forwarding and customs brokerage company, was facing significant challenges in managing its high volume of customer emails. Their team, led by Ocean Freight Operations Manager Nathan Strang, was using Gmail filters and Slack to assign and track emails, which led to frequent misses, poor visibility into workflows, and slow, difficult collaboration. This was causing delays in customer service responses.

By implementing Hiver, Flexport's team was able to manage all customer emails directly within Gmail. Using Hiver's features like Email Tags, Notes, and Collision Alerts streamlined assignment and collaboration, eliminating missed emails and internal forwarding. As a result, Flexport resolved customer emails 50% faster, saved an estimated 387 hours per month, and significantly improved team coordination and customer service visibility.

Flexport