Case Study: New Hope Fertility Center achieves 2X faster patient support with Hiver

New Hope Fertility Center provides 2X faster support with Hiver

New Hope Fertility Center, a New York–based fertility clinic, struggled with high-volume patient email across nursing, lab, and billing teams. Group mailboxes meant every team member received the same messages, causing missed or duplicate responses and slow internal collaboration. Operations Associate Jennifer Nguyen adopted Hiver’s shared inbox (built into Gmail) to avoid complex integrations and get immediate, familiar workflow improvements.

Hiver implemented a shared inbox with Automations, Tags, Notes and Collision Alerts so teams can assign, collaborate on, and track patient emails in real time. The results: 2X faster support, 634 hours saved in a month, prevention of roughly 400 reply collisions (~33 hours saved/month), about 800 internal Notes a month (≈27 hours saved), and up to a 50% boost in staff efficiency—while enabling seamless remote work and fewer patient complaints.

New Hope Fertility Center

Jennifer Nguyen

Operations Associate