Case Study: Optica saves 390+ hours in internal support operations with Hiver AI

Optica saves 390+ hours with Hiver AI

Optica, a vision care provider operating across East and Central Africa, faced significant challenges in managing its high volume of internal support requests. Without a structured system, teams lacked visibility and ownership of tickets, leading to duplicate responses, confusion, and slow resolution times as they handled nearly 10,000 SAP inquiries monthly. To address this, they implemented Hiver, a shared inbox and customer service solution.

Using Hiver's shared inboxes, automation rules, and AI features like AI Compose and AI Tagging, Optica established a structured, SLA-driven support workflow. The solution from Hiver resulted in substantial efficiency gains, saving the company over 390 hours of manual effort. This included an 11-hour monthly saving from AI tools and a 24% overall efficiency gain, enabling the team to handle high request volumes while consistently meeting strict response time SLAs.

Optica