Travelist Saves 324 Hours Monthly by Simplifying Email Collaboration

Website Link Below:
https://try.hiverhq.com/qpc8yj2kl707

Travelist, a leading travel management company in Poland and part of the Secret Escapes group, serves over 2 million monthly visitors. With 5,000+ customer emails every month, fast, clear, and coordinated communication is key.

This case study shows how Travelist overhauled their customer service workflow by switching to Hiver, a Gmail-based shared inbox solution. Struggling with visibility, delays, and a poor fit with Zendesk, Travelist needed a better way to manage emails internally and externally.

With Hiver, they saw: ✅ 50% improvement in first response time
✅ 44% faster ticket resolution
✅ 324 hours saved monthly on email management
✅ Elimination of internal email clutter and duplicated work
✅ Better SLA tracking with shared visibility and analytics

Jędrzej Dąbrowski, Junior Product Manager at Travelist, shares how switching to Hiver helped their support agents collaborate better, manage workloads effectively, and ultimately deliver faster, more personalized customer service—all without the complexity of traditional ticketing systems.

This is how modern travel companies win more customers—by using tools that match the speed of their business.

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