Case Study: Specialty Box & Packaging Co. achieves Agile customer service and saves 80 hours a month with Hiver

How Hiver helped Specialty Box & Packaging Co. adopt Agile customer service

Specialty Box & Packaging Co., a full-service retail packaging provider supplying branded packaging to over 1,000 restaurants, was hamstrung by a cluttered Google Groups inbox that caused duplicate work, unclear ownership, missed emails, and slow responses—forcing COO Joshua Fialkoff to spend excessive time tracking assignments. After trying and rejecting Zendesk and Front, they turned to Hiver to find a solution that worked directly inside Gmail.

Hiver converted their hello@ Google Group into a Gmail-based shared inbox with email assignment, status tracking, Notes for @mentions, and Email Templates, enabling Agile customer service without a steep learning curve. The result: eliminated email noise and duplicate messages, clear ownership and faster, more consistent responses, and a measurable time saving of about 80 hours per month thanks to Hiver.

Specialty Box & Packaging Co.

Joshua Fialkoff

Chief Operating Officer