How Pattern Life streamlined customer support and saved hundreds of hours with Hiver’s Salesforce integration

About the company

Pattern Life is a physician-focused insurance brokerage that helps doctors across the United States protect their income, practice, and families through disability and term life plans.

With thousands of customer and carrier conversations each week — from policy applications to claim updates — speed and accuracy are non-negotiable.

For over six years, Pattern Life has relied on Hiver, a modern AI customer service platform, to manage these interactions efficiently. The result: faster resolutions, seamless visibility, and hundreds of hours saved each year.

We spoke to Connor Chase, Senior Business Systems Analyst, who leads the team’s support operations and system integrations at Pattern Life.

The challenge: Manual workflows slowed growth

Pattern Life’s customer success and service teams manage two key types of communication:

• Pre-policy (underwriting@patternlife.com): coordinating with insurance carriers and physicians on applications and document reviews.
  
• Post-policy (service@patternlife.com): handling coverage changes, payment clarifications, and contact updates.

Before Hiver, these conversations lived inside Google Groups and personal inboxes. Each new email required manual sorting and follow-ups. Case managers spent hours opening individual messages, checking Salesforce for client ownership, and routing them manually.

When someone went on leave, conversations stalled. During busy underwriting seasons, volumes doubled — and the system couldn’t keep up.

It became clear the team needed a platform that could:

• Triage and route new requests automatically to the right case manager
• Flag trusted domains to prevent phishing attempts
• Auto-close carrier confirmations that required no action
• Track SLAs for priority clients
• Balance workload during busy periods
  

In short, they needed to scale, without adding more headcount or complexity.

The solution: How Hiver transformed Pattern Life’s support operations

After years of managing customer and carrier conversations through Hiver, Pattern Life had a smooth workflow — but one bottleneck remained. Every time a new request arrived, case managers had to switch between Hiver and Salesforce to find client details before assigning ownership.

That changed when Hiver launched its Salesforce integration.

1. Centralizing context with Salesforce integration

The integration pulled key client data — account owner, opportunity stage, agent details — directly into Hiver. Case managers could see everything they needed right beside each email or chat, without switching tabs or tools.

Setup was instant. The rollout required no IT assistance or training. Since the integration lives inside Hiver’s intuitive interface, adoption was effortless. The productivity gain was visible from day one.

2. Automating triage and routing for faster ownership

Once Salesforce data was synced, the team built over 50 Automation rules inside Hiver to eliminate manual triaging. These automations:

• Route customer and carrier requests automatically to the right case manager
• Close routine confirmations that need no response
• Apply SLA tags to prioritize high-value clients
• Redistribute work evenly during peak load
  

3. Strengthening security and workload visibility

Pattern Life also used Hiver Automations to improve operational safety and visibility.

• Verified domains: Messages from trusted carrier domains are auto-flagged, reducing phishing risks.
• Analytics dashboards: During high-volume months, managers track workloads across shared inboxes in real time and rebalance assignments to prevent SLA breaches.

What used to take hours of manual monitoring now happens in a few clicks.

4. Expanding service with Live Chat

To complement email, Pattern Life set up a Live Chat widget on their website using Hiver. This provided a real-time support option for physicians. The channel now handles quick technical issues like login errors or form glitches.

Because chat runs directly inside Hiver, case managers don’t juggle extra tabs or tools.

The results: From manual chaos to streamlined service

Hiver’s Salesforce integration and automations have completely reshaped how Pattern Life manages client and carrier conversations. The team now works faster, stays organized, and delivers more consistent service — all without adding headcount.

60% Faster routing and triage

Before the Salesforce integration, triaging meant switching between systems — check Salesforce, return to Hiver, then route manually. Now, client ownership and opportunity data appear directly within Hiver.

Result:

• Routing time reduced by over 60%
• Weekend backlog clearing reduced from hours to minutes
• Team consistently stays ahead of thousands of daily customer and carrier requests

Hundreds of hours saved through Automation

With 50+ Automation rules, Hiver now handles repetitive tasks automatically:

• Closing routine carrier confirmations
• Tagging high-priority clients
• Auto-assigning requests to the right manager

This Automation layer saves hundreds of hours annually, allowing case managers to focus on client relationships instead of admin work.

Stronger continuity and ownership

Hiver’s aliases and automated routing ensure seamless ownership. When team members go on leave, replacements can pick up conversations instantly — with Salesforce context and notes right beside each thread.

Balanced workloads and better SLA management

During busy months, managers track incoming volumes through Hiver Analytics to maintain SLAs. They can instantly see who’s overloaded and redistribute work to keep service consistent.

Impact:

• SLA adherence maintained even during 20–30% volume spikes
• Managers gain real-time visibility into team performance
  

Faster resolutions with Live Chat

Live chat now serves as a quick triage channel for immediate issues like login or form errors. Response times for such queries have dropped by nearly 50%, improving client satisfaction and reducing support friction.

Building a future-ready support system

For Pattern Life, communication isn’t just about responding to queries. It’s how they protect trust with every physician and carrier they serve.

Hiver has become the backbone of that process. Even after six years, it continues to evolve with the team’s needs, introducing automation, analytics, and AI that make customer service faster, simpler, and more human.

Now, Pattern Life is expanding its automation success with Hiver AI — exploring features that can triage, draft responses, and resolve repetitive queries automatically.

For a lean, fast-moving team, that means even greater efficiency without extra headcount.