I used to spend approximately 8 hours per week configuring, customizing, running and printing reports to manage the IT service desk. With Giva, I spend only 30 minutes per week and the quality of the metric information is 80% better.
Santa Clara, CA (PRWEB) August 29, 2013
Giva® today announced surpassing FrontRange Solutions HEAT® head-to-head in the competitive law firm IT help desk market. Giva benefits organizations with a strong focus on increasing first contact resolution, improving customer satisfaction, decreasing call volume with root cause analysis and exceeding service level agreements (SLAs). Giva's visual reporting tools make identifying trends and patterns easier and quicker and with less time building, running, sharing and reviewing reports. Based on word of mouth comparisons from customers that have utilized both service management packages, Giva's cloud computing SaaS (Software-as-a-Service) solution has moved to a leadership role for IT service management for law firms, healthcare institutions and other high visibility professional firms.
For example, Lewis and Roca LLP, which provides IT technical support to 450 attorneys and staff across six geographically dispersed sites used FrontRange HEAT for many years before switching to Giva. Their reported results included a 70% increase in attorney satisfaction, a 70% increase in overall IT productivity and a 95% first contact resolution with Giva’s knowledge base, among other significant improvements.
“Throughout my career using a number of other IT service desk systems, I used to spend approximately 8 hours per week configuring, customizing, running and printing reports to manage the IT service desk”, said Stacy Bowdish, Manager of Technology Service Operations, Lewis and Roca LLP. “With Giva, I spend only 30 minutes per week and the quality of the metric information is 80% better. We have also increased the number of calls and walk-ins documented by 50% since it is much easier to use due to its intuitive design. Our firm was able to get up and running on Giva 75% faster than deployments we had with other well-known tools. Giva has significant expertise working with law firms and that perspective and insight also helped speed the deployment. Overall, it is 80% easier to navigate within Giva as compared to our old system. It is approximately three to four times faster to create a service request in Giva since you have all the information that you need in a single screen so clicking is minimized.” [Click to download the case study.]
“Giva has eliminated the need for programmers to manage and maintain the IT service desk application thus saving significant labor hours and costs”, said Ron Avignone. “There is no coding or scripts to write or arcane administration to learn. The administration is simple and intuitive. We've built a highly differentiated cloud-based product that provides an extraordinary and easy to use experience. Giva’s real-time reports and dashboards can be built without any effort, and our products can be customized without any consultants."
Founded in 1999, Giva was among the first to provide a suite of help desk and customer service/call center applications architected for the cloud. Now, with hundreds of customer driven releases, the Giva Service Management™ Suite delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership. Giva is a private company headquartered in Santa Clara, California serving delighted customers worldwide.