Help Desk Cloud Software - Customer Success Story - Santé Health Systems

Needs Analysis tool - Clarify your solution requirements

Do check signers have significant pain?

Understand pain points of CIO/VP Customer Service
Significant pain must exist for senior management to sign a check
Giva White Papers will help you "listen" for pain statements
Tell vendors your pain. Otherwise, they will ignore you

Are funds approved and set aside?

Check in with CIO or VP Customer Service
Don't invest time until given iron clad assurance that funds are available
Determine what you are already paying for application maintenance
Find a cloud based replacement product for less money than annual maintenance

Learn latest IT service desk or customer service best practices.

Prepare to ask vendors tough questions with confidence
Prod and poke at vendors...you lead the questioning
Acquire best practices fluency: first call resolution, service level agreement compliance, root cause analysis, customer satisfaction surveys, KPIs/metrics, dashboards, etc.
Subscribe to Giva Blog & review Giva White Papers. Join "Linked In" groups, industry associations and user groups

What are problems with current call tracking system?

Hire consultants/technical experts, if necessary
Call vendor CEO; list of issues ready to send.
Proposal to fix? Cost, timeline, guarantees
Is fixing less expensive vs. buying a new application

What are feature needs/requirements?

Obtain feedback from all stakeholders; prioritize the list
Use Giva's Needs Assessment Tool as a starting point
Check signers like a rigorous quantitative analysis
Share requirements openly with short list of vendors

Ask vendors tough questions early and often.

Early on share complex "must have" & "deal killer" requirements to eliminate vendors
Ask for an estimated price quote. Is it in your budget ball park?
Ask for customer case studies and references
Poke and prod, listen carefully, get it all in writing

What is the total cost of ownership (TCO) of all vendors?

Calculate TCO of all vendors for applies-to-apples comparison
Acquisition costs only 30% of TCO over 5 years according to Gartner Group
Ongoing lifetime costs vary significantly between vendors
Compare cloud vs. on premise hosted software licenses

What are important license agreement terms?

What happens if stop paying annual maintenance?
Arbitration clause - inexpensive means of recourse
SLAs for product support & reports to measure SLA compliance
Termination clauses

Learn more about current industry best practices

download the case study Download case study

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Santé Health Systems

Santé Health Systems is a large healthcare management services organization providing IT and technical support across 16 geographically dispersed sites in California.

Santé Health Systems

"Selecting Giva was an excellent choice for Santé Health Systems. Compared with FrontRange HEAT, Giva is more intuitive, easier and faster to customize, more functional, and has outstanding reports and dashboards; and Giva's professional services team and the ongoing technical support is superb."

Juan Carlo Muro

IT Director
Santé Health Systems

Results

When compared with Front Range Solutions HEAT®, the Giva Service Management Suite resulted in a:

80% increase in productivity by using Giva's dashboards and reports
60% increase in meeting service level agreements
50% increase in productivity by using Giva's integrated custom forms
45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
40% increase in productivity of IT personnel traveling between 16 sites

Challenge

Provide improved IT and technical support across geographically dispersed healthcare sites by replacing FrontRange HEAT® with an easier to use, easier to customize, more intuitive cloud-based support application.

Solution

Giva eHelpDesk™
Giva eKnowledgeManager™
Giva eChangeManager™
Giva eAssetManager™

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