# How Egnyte uses Hiver

**40%**: “Egnyte’s response time has improved by 40%, on average.”

As published on [hiverhq.com](https://hiverhq.com/customers/egnyte). Captured by usedby on 2026-10-03.

- Company: [Egnyte](https://www.usedby.ai/companies/egnyte.md)
- Tool: [Hiver](https://www.usedby.ai/tools/hiver.md)
- Teams: Scaled Customer Success

## What the story says

Egnyte's Scaled Customer Success team uses Hiver as a shared inbox for all customer conversations, with round-robin assignment of new requests, tags, templates, and in-thread notes. A three-person team uses it to support nearly 13,000 customers with clear ownership and live workload reporting.

Summary written by usedby from the source page, in English. The figures are those of Hiver and Egnyte, not ours.

> Round-robin routing keeps workloads evenly distributed across the team. With clearer ownership and fewer manual steps, Egnyte’s response time has improved by 40%, on average.

- **30–35%**: “made day-to-day operations roughly 30–35% more efficient”
- **1,000**: “Egnyte’s team supports up to 1,000 weekly customer conversations with the same three people.”

> We built accountability into every customer touchpoint. The team responds faster, handles higher volume, and works with a level of confidence we didn’t have before.
>
> Kenedi Padgett, Manager of Scaled Customer Success

## What usedby checked

We compared the story with its live page on 2026-10-03.

- Checked: the figure 40% is printed word for word on the page, near the name of Egnyte.
- Checked: the passage quoted above is copied word for word from the page, near the name of Egnyte.
- Checked: each number in our summary is printed on the page.
- Checked: Egnyte uses Hiver. Confirmed line. Latest check across sources: 2026-10-03.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/egnyte-hiver · How we check: https://www.usedby.ai/methodology