Case Study: Oxford Business Group achieves 2X faster support with Hiver

Oxford Business Group cuts first response time by 60% with Hiver

Oxford Business Group, a research firm specializing in business intelligence on emerging markets, faced a challenge in managing the heavy influx of support requests from its global field teams. Using Outlook and later Kayako, the Field Operations team lacked visibility into who was handling which query, making timely assistance difficult. This led to a confusing and inefficient process for providing support.

The company implemented Hiver, a shared inbox solution that works on top of Gmail. This provided the team with effortless email assignment, visibility into workloads, and collaboration tools like Notes and Tags. Using Hiver resulted in a 60% improvement in average first response time and a 50% reduction in resolution time. The team also achieved 100% SLA compliance and saved an estimated 138 hours per month.

Oxford Business Group