Case Study: Travelist achieves 50% faster first responses and 44% faster resolution times with Hiver

Travelist wins more customers with faster internal collaboration

Travelist, a Polish travel management company within the Secret Escapes group that handles over 5,000 customer emails a month, struggled with email-centric support managed from personal inboxes—creating no visibility into assignments, heavy internal back-and-forth, and poor manager oversight. After a difficult experience with Zendesk, Travelist turned to Hiver for a shared-inbox solution to address these challenges.

Hiver implemented shared inboxes with Email Delegation, SLA & Business Hours, Notes and Collision Alerts so managers can assign emails directly, teams can collaborate next to threads, and duplicate work is prevented. The change saved 324 hours in a month and delivered a 50% improvement in average first response time and a 44% improvement in average resolution time, eliminating SLA violations and helping Travelist resolve requests faster and win more customers.

Travelist

Jędrzej Dąbrowski

Junior Product Manager