Case Study: Pattern Life streamlines support and saves hundreds of hours with Hiver

Pattern Life cuts routing time by 60% with Hiver

Pattern Life, a physician-focused insurance brokerage, faced challenges with inefficient and manual customer support workflows. Their teams were overwhelmed by sorting and routing thousands of emails from carriers and clients using Google Groups and personal inboxes, which slowed response times and created backlogs, especially during peak periods. They turned to the vendor Hiver and its customer service platform to streamline these operations.

By implementing Hiver's platform, particularly its Salesforce integration and over 50 automation rules, Pattern Life centralized client data and automated email triage and routing. The solution resulted in a 60% faster routing process, saved hundreds of hours annually, and enabled a 50% reduction in response times for issues handled via Hiver's Live Chat feature. These improvements allowed the team to manage high volumes efficiently without adding staff.

Pattern Life