Case Study: Clutter achieves 25% faster email responses with Hiver

How the People team at Clutter improved efficiency by 25%

Clutter, a US-based logistics company specializing in moving and storage services, faced a challenge with its People Team's high-volume shared email inbox. Using a standard Gmail inbox led to issues with visibility, accountability, and email collision, where multiple representatives would accidentally reply to the same message. They sought a Gmail-integrated solution to better organize inquiries and partnered with the vendor Hiver to address this problem.

By implementing Hiver, the team gained the ability to assign emails to specific representatives, use shared drafts, and create email templates for common queries. They also set up rules to auto-tag and route critical emails, such as those concerning COVID-19. These features provided by Hiver eliminated overlapping replies and streamlined their workflow, resulting in a 25% improvement in email response times and significantly faster support for employees.

Clutter

Brennan Hicks

People Operations Project Manager