Case Study: Ping Identity cuts resolution times by 65% with Hiver

Ping Identity cuts issue resolution times by 65% with Hiver

Ping Identity, a global leader in identity security solutions, faced significant challenges as its scaled accounts payable team managed vendor communications using Gmail’s collaborative inbox. The team struggled with a lack of visibility into invoice status, inefficient collaboration across email and Slack, and manual workflows that created bottlenecks and delays, especially across different time zones.

To solve this, Ping Identity implemented Hiver, a shared inbox solution for Gmail. Hiver provided real-time visibility into email ownership and status, enabled collaboration with internal notes, automated prioritization with tags, and used an AI summarizer to condense lengthy email threads. As a result, the team achieved a 65% faster issue resolution, saved 89 hours per month, and increased efficiency by 45%, leading to stronger collaboration and better compliance.

Ping Identity