Case Study: Zodiak Management slashes response time by 90% with Hiver

Zodiak Management slashes response time by 90% with Hiver

Zodiak Management, a leading Airbnb property management specialist, faced significant challenges with its previous ticketing system, Freshdesk. The company struggled with an overwhelming volume of guest and maintenance tickets, a lack of visibility into unassigned items, and delayed responses due to a clunky notification system. This led to a substantial backlog and inefficient workload distribution, hindering their ability to manage communications for over 130 properties effectively.

By implementing Hiver, Zodiak Management gained a shared inbox solution integrated with Gmail. This provided clear ticket views for easy assignment and hassle-free routing, allowing admins to distribute workloads efficiently at the start of each shift. The results were transformative: Hiver helped slash response times by 90% and reduced the ticket backlog by 90%, from 60-80 down to just 7 unassigned tickets, significantly improving team efficiency and guest satisfaction.

Zodiak Management