Case Study: Kiwi.com achieves 100% SLA success rate and saves 167 hours/month with Hiver

Kiwi.com achieved 100% SLA success rate with Hiver

Kiwi.com, a Czech online travel agency and one of Europe’s largest flight sellers, struggled to manage roughly 1,500 partner emails a month using Gmail lists that sent copies to every team member. The business development team lacked visibility into ownership and status, relied on manual assignment, and at times missed their internal 24-hour SLA — so they turned to Hiver and its Shared Inboxes inside Gmail.

Hiver implemented shared inboxes, clear email statuses (Open/Pending/Closed), rule-based automations to assign partner emails, and analytics for workload and response-time visibility. As a result, Kiwi.com now automates about 5,000 actions/month (saving 167 hours monthly), has full visibility into workflows, and achieved a 100% SLA success rate with Hiver.

Kiwi.com

David Pinto

Business Development