Giva Software Successes

Award Winning Customer Service & Help Desk Case Studies

Giva is a leader in providing Web-native service management solutions that have broad applicability in all organizations across many industries. Giva customers span diverse markets, including high technology, legal, medical, non-profit, and many others.

Giva has achieved its leadership position due to a strong corporate culture that focuses on customer service and satisfaction, along with product functionality and reliability. In maintaining our leadership position, 100 percent customer satisfaction is our goal. We want to ensure that our customers are very satisfied with Giva, our products, and our services.

The following customer case studies show how our customers are using Giva products and services to reduce costs, speed issue resolution, and increase customer satisfaction.

Casio

Since 1946, Casio Computer Co., Ltd. has been a worldwide leader and innovator in consumer and business electronics and sells products in more than 100 countries around the world.

Casio chose Giva eCustomerService™ and Giva eKnowledgeManager™ as the single solution for its USA and Canada customer service call center operation. The Giva Service Management Suite™ provided Casio with:

• A 100 percent Web-based call center software solution
• Real-time reports for Tokyo headquarters that help improve Casio product set-up and ease of use
• Integrated knowledge base and FAQ section to speed issue resolution and increase customer satisfaction
• Automated workflow tools to drastically reduce paper-based business processes
• A fast customer service software application allowing agents to quickly process customer calls to keep hold times low
• A flexible solution that allows point-and-click customization changes with no programming required
• Significant cost savings and rapid ROI using the hosted Giva On Demand Software™ option
• A stable, industrial strength customer service software solution supported by top-flight service and support

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Patient Care Technology Systems

Patient Care Technology Systems (PCTS) is a leading developer of intelligent workflow automation solutions and services which enable health care providers to improve the efficiency and safety of clinical workflows.

PCTS chose the Giva Service Management Suite™ over BMC® Service Desk Express Suite (formerly Magic Service Desk) version 9.0 as the single, integrated, hosted solution to address its customer service, IT help desk, knowledge management, change management, and asset management requirements.

• An ITIL-compliant help desk and customer service solution that helped PCTS deliver extraordinary service to mission-critical operating and emergency rooms nationwide
• Multiple service desks for its internal IT help desk and customer service organizations
• One-week deployment for a geographically dispersed workforce
• Rapid ROI
• Real-time reports and analytics to identify actions that reduce calls and increase customer satisfaction
• Dramatic cost savings with the Giva On Demand Software™ option
• Exceptional service and support

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Russell Reynolds Associates

Russell Reynolds Associates is one of the world’s leading executive recruiting firms with recruiting professionals in more than 30 offices around the world.

Russell Reynolds called on Giva to help manage its global IT help desk. The Giva Service Management Suite™ provided Russell Reynolds Associates with:

• A Web-native help desk software solution to support business operations in offices including New York, Chicago, Tokyo, Sydney, and other major cities in Europe and Asia
• Exceptional ease-of-use and Giva Easy Three Click Reporting™ that provides trend analysis to help improve service and support worldwide
• Worldwide implementation in six days
• Tools to rapidly resolve problems at Level 1
• 100 percent uptime using Giva 24 x 7 x 365 since December 2000 with the Giva On Demand Software™ option

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Schulte Roth & Zabel LLP

Schulte Roth & Zabel is among the top 100 law firms in the world. In 2001, SR&Z was ranked 103rd out of 177 firms by Amlaw Tech, the technology supplement to The American Lawyer. In 2001, SR&Z selected the Giva Service Management Suite™ to manage its internal IT help desk. In 2006 and 2007, SR&Z was ranked the #1 Help Desk in New York City and 4th in the USA by Amlaw Tech.

The Giva Service Management Suite™ provided SR&Z with:

• 60 percent higher ROI than competing help desk software applications over a two-year period
• Tools to maintain an 80 percent first call resolution rate
• An 85 percent increase in attorney satisfaction with IT support and the ability to maintain a 4.9 customers satisfaction rating from attorneys out of possible 5.0
• 100 percent uptime using the Giva Web-based help desk solution 24 hours/day since April 2001
• Integrated real-time reports to monitor processes and reduce call volume by focusing on root cause
• A cost effective help desk solution that does not require programming for customizations
• Continuous product enhancements for ever-changing help desk software needs

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The William and Flora Hewlett Foundation

Established in 1966, The William and Flora Hewlett Foundation is one of the world’s largest foundations, with assets of more than $6.5 billion.

The Hewlett Foundation chose Giva eHelpDesk™ and Giva eKnowledgeManager™ for its internal IT help desk and Giva eServiceDesk™ for its other operations departments. The Giva Service Management Suite™:

• Decreased average time to close service requests by 40 percent
• Increased first call resolution by 45 percent
• Increased employee satisfaction with IT, Facilities, Human Resources, and other operations departments
• Decreased call volume with employee accessible Internet portal knowledge base
• Delivered high ROI by implementing Giva eKnowledgeManager with a third-party knowledge base of computer support solutions
• Was deployed in a one week implementation, including significant customization

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Williams Lea

Williams Lea is a leading global provider of corporate information solutions, providing outsourcing services to some of the world’s leading organizations in the legal, financial services, investment banking, professional services, retail, telecommunications, automotive, energy and utilities and pharmaceutical sectors. The company is the leader in the outsourcing industry among financial institutions and law firms, providing services to eight of the top 10 investment banks and more than 90 percent of the top 200 law firms.

Williams Lea selected Giva to provide IT help desk and knowledge management solutions for its clients. The Giva Service Management Suite™ provided Williams Lea with:

• A feature-rich, intuitive Web-native help desk application that allowed Williams Lea professionals to get up to speed with only one hour of training
• Real-time reports that quickly measure service level metrics
• High ROI through process automation
• 100 percent uptime since July 2002 using Giva help desk software
• Significantly lower lifetime total cost of ownership verses other help desk solutions
• First-class continuous product enhancements

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Thacher Proffitt & Wood LLP

With a global reach and a strong reputation in commercial and financial transactions and litigation, Thacher Proffitt & Wood LLP pursues legal and business matters for its clients worldwide.

Thacher Proffitt & Wood called on Giva to implement a new internal IT help desk system. The Giva Service Management Suite™ provided Thacher with:

• Higher ROI over a two-year period verses purchasing and internally hosting a help desk application
• Lower TCO by outsourcing non strategic applications
• Significantly increased employee satisfaction with the help desk
• 100 percent uptime using Giva 24 x 7 since July 2002
• An additional layer of disaster protection and IT business continuity with third-party hosting

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VirtuRad

VirtuRad is a worldwide leader in providing highly technical hardware and software products that deliver filmless diagnostic x-ray imaging to the medical world.

VirtuRad selected Giva eCustomerService™ and Giva eKnowledgeManager™ to streamline communication between its Field Service Engineers and corporate headquarters. The Giva Service Management Suite™ provided VirtuRad with:

• Increased integration between customers and field engineers throughout the country
• Increased service responsiveness and increased customer satisfaction
• Real-time reports, trend analysis, and business analytics to monitor customer satisfaction and other key metrics to accelerate corrective action when necessary
• Easy customization without programming or implementation consultants
• High responsiveness with BlackBerry® integration
• Reduced customer support costs
• High level of commitment, responsiveness, and attention

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Stroock & Stroock & Lavan LLP

Stroock & Stroock & Lavan LLP is among the top 100 law firms in the world and helps clients with capital markets and litigation needs.

Stroock chose the Giva Service Management Suite™ as its IT help desk solution because Giva eHelpDesk allows Stroock’s geographically dispersed IT staff to easily open service requests and quickly search a knowledgebase for answers to commonly asked questions.

The Giva Service Management Suite™ provided Stroock with:

• Increased attorney satisfaction with IT support. Stroock maintains a 4.7 customer satisfaction rating by attorneys out of possible 5.0
• One week firm-wide deployment
• High ROI
• Significant financial and personnel resources savings
• Tools to solve problems at level 1
• Lower leased line WAN costs
• 100 percent uptime using the Giva help desk software 24 hours/day since April 2003
• Exceptional customer support

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Epstein Becker & Green , P.C.

Epstein Becker & Green, P.C. is a full-service law firm with 11 domestic offices and worldwide affiliations.

EB&G chose Giva eHelpDesk™ and Giva eAssetManager™ to manage its internal IT help desk and ensure outstanding responsiveness to its legal professionals’ IT requests. The Giva Service Management Suite™ provided EB&G with:

• A total cost of ownership less than one-third the projected TCO of other help desk software solutions EB&G considered
• One-week deployment with no impact on EB&G infrastructure
• Integrated, highly customizable, and easy-to-use reports
• A centralized help desk for all domestic offices

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mindShift Technologies

mindSHIFT Technologies provides flexible managed technology services that keep its customers’ IT resources running smoothly.

mindSHIFT Technologies selected Giva eCustomerService™ and Giva eKnowledgeManager™ to manage its customer service operations for its Aspire Legal Services. The Giva Service Management Suite™ provided mindSHIFT and Aspire.net with:

• A powerful, yet elegant hosted solution to manage customer service operations
• A high level of service and understanding of the customer
• High ROI
• 100 percent uptime using Giva 24 x 7 x 365
• Reduced customer support costs
• Lower total cost of ownership with the Giva On Demand Software™ option

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Art.com

Art.com is a wholly owned subsidiary of Getty Images, the largest international provider of visual content in the world for design, broadcast and new media customers. Art.com has more than 2,400 employees working in offices in more than 50 countries.

Art.com chose Giva for a solution to track and reduce software quality issues for its continually evolving eCommerce Web site, as well as to manage its internal IT help desk. The Giva Service Management Suite™ provided Art.com with:

• One week set-up, customization, and deployment
• Self-service employee Web portal to log service requests
• Easy-to-learn solution that allowed Art.com IT professionals to get up to speed quickly
• Enterprise-class features and functionality at a significantly lower total cost of ownership
• 100 percent uptime without any problems

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