Hiver vs. SAP Ruum

One scenario where Hiver works really well is in a shared support or billing inbox or anywhere multiple team members need access to the same messages. For example, when a customer emails about a billing question, we used to reply and manually loop in the billing team or forward the message. That often caused confusion, especially when someone forgot to “reply all” or responded only to the teammate instead of the customer.Now with Hiver, we just assign the conversation to the billing inbox, and whoever is available can respond. Everyone on the team can see the thread, status, and notes, which avoids duplicated efforts and missed replies. We also used to rely on Google Groups, but it wasn’t clear if someone had already replied, and there was no easy way to collaborate behind the scenes. Hiver completely solved that for us.As for situations where Hiver might be less ideal, I’d say if your team isn’t using Gmail or Google Workspace, then it’s probably not a good fit. It’s really designed for teams that live in Gmail so the team doesn't have to learn a new system. I'm sure some businesses will require a more robust ticketing solution but for our use case, this was a perfect option to improve outcomes, client service, and satisfaction.

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Ruum [by SAP] is well-suited for the task creation and assignment with the responsible persons for the follow-ups and collaboration, which can be used for both internal or external projects. Ruum [by SAP] can also be used for internal tasks, milestones, project and workflow management and team management functionalities respectively. Ruum [by SAP] may not be well suited for those who want to use the CRM tools for the related marketing activities management in [a] particular situation.

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• automation through rules
• tagging emails, anaylics behind them
• support, chat always responds right away

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• Ruum by SAP supports brainstorming, and in the end, there is content management.
• Further, Ruum by SAP helps in task and backlog management.
• The processes are also well mapped.
• Goal setting and feedback tracking are also included in the feature.

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• It could be considered expensive, but ultimately worth every penny for those who use shared inboxes/groups to run their business.

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• Mobile device enhancement functionalities
• Broader integration support with other systems

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Easy to use

Support is there, can be slow at times.

True ticketing solutions are certainly more robust in that you can typically manage social media channels and phones, etc. But, in my opinion, when you don't have a team solely responsible for managing a ticketing system they can be complicated to implement. With HIVER, we're already all accustomed to managing our own G-Suite inbox, so it was simply a matter of teaching the team how to utilize the solution.

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The starting price for Ruum by SAP is very affordable, and there is a free trial, available. Further, Ruum by SAP has all forms of training, which gives full knowledge to people who want to work with the software. Again, backlog management, where feedback is issued on the progress of every task is a major boost from the application.

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• The ROI on showing how many emails are being received and addressed in a timely manner are great for KPIs
• the ability to search and ensure emails are not being deleted as an automatic report is sent out the following day saying if any emails were deleted by whom
• the ability to automate who gets assigned what emails from specific vendors per entity

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• No code knowledge required for Ruum application
• Effective collaboration with external parties
• Better project planning and milestones management

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