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

Oxford Business Group delivers 2X faster support with Hiver

Oxford Business Group, a global research firm with 30–35 field teams across four continents, struggled to manage a heavy influx of support emails: Outlook offered no visibility into who was handling requests, and a prior ticketing tool (Kayako) forced agents to respond outside the platform. To simplify workflows the team adopted Hiver, a Gmail‑integrated helpdesk that required no training and kept communication inside Gmail.

Hiver provided one‑click assignment, Tags, Notes, collision alerts, and a Team view with customizable filters, giving leaders end‑to‑end visibility and faster internal collaboration. As a result Hiver helped Oxford Business Group save 138 hours in a month, improve Average First Response Time by 60%, reduce Average Resolution Time by 50%, and achieve a 100% SLA completion rate.

Oxford Business Group

Christian Sibayan

Manager - Field Operations and Systems