Giva Customer Testimonials

One-Week Deployment

"We were easily able to customize Giva eCustomerService to our specific requirements in a very short amount of time. With Giva, we did not need to do any programming or hire any implementation consultants – with other solutions, we would still be in the implementation process."

– Sally Chambers, Vice President, Operations & Customer Care, VirtuRad

"Giva worked with us to deploy Giva eHelpDesk – in fact, they configured and got it up and running for us in one week."

– Sharon Johnson, IT Director, Professional Services, Williams Lea

"Giva solutions work right out-of-the-box. Giva assisted us in implementing its help desk solution – in fact, we were up and running in just about a week, a relatively short time relative to other software implementations. The Web-based help desk system is so easy to use, we never had to read a user manual to understand the set-up, configuration, and customization."

– Sally Lee, Information Services, Project Manager, The William and Flora Hewlett Foundation

"Giva worked closely with Russell Reynolds Associates to evaluate the best way to implement Giva eHelpDesk in each region of the world. With help from Giva, Russell Reynolds was able to get Giva eHelpDesk up and running in just 6 days."

– Francisco Iglesias, Americas Help Desk Manager, Russell Reynolds Associates

"The Giva Service Management Suite was easy and fast to deploy for our geographically dispersed workforce. Working with Giva, we only needed about a week to configure and customize all the products to meet our needs – we did not even need to do any programming. All the administration is point-and-click and based on common Web metaphors."

– Jim Kline, Director of Technology Group Operations, Patient Care Technology Systems

"Working with Giva, we deployed the help desk software in about five days. Giva has the fastest time to deployment of any application that we have implemented on an enterprise-wide basis."

– William McDonald, CIO, Schulte Roth & Zabel LLP

"Giva eCustomerService is more flexible and easier to configure. The other call center solutions were harder to work with as well as less intuitive and adaptable. The Giva customer service solution does not require any programming – set-up is mostly point-and-click with step-by-step instructions."

"Giva assisted us in getting a trial up and running and then spent a lot of time in working with us to help us gracefully move from our old system to Giva. Giva got deeply involved in all aspects of the implementation – they took full ownership for it. They dedicated project managers and staff to our implementation, saving our IT and customer service resources."

"Giva came to our facility and worked closely with our customer support team to understand our requirements, workflow, and business processes. They used this information to optimize the configuration and customization of Giva eCustomerService."

"It was critical that we made the cut-over on schedule. The Giva implementation teamed work around the clock in New Jersey and California. Giva met every single milestone and we made our cut-over on schedule. Giva delivered beyond our expectations."

"Giva is 100 percent Web based – we do not have to deploy any client software. Tokyo headquarters can log into the application and review reports from our US and Canada call center any time."

– Benson Smith, USA Customer Services Director, Casio Computer Co., Ltd.

"Giva worked with Stroock to quickly deploy the Giva help desk software across the firm within a week. The Giva help desk solution was easy to configure and Giva trained Stroock’s New York City IT staff in only a few hours."

– IT Director, Stroock & Stroock & Lavan LLP

"Giva eHelpDesk has the same functionality as any of the other enterprise-class products, but our set-up only required about a week."

– Don Fosen, Chief Information Officer, Art.com

"Working along with Giva, we were able to configure the system and complete the set-up in about one week. Giva help desk and asset management software required significantly less time to set-up than our previous help desk software system."

– Willie Baez, Assistant Director Information Technology, User Support Division, Epstein Baker & Green P.C.

Real-Time Reporting and Business Analytics

"Giva reports are an order of magnitude more powerful, flexible and easy to use than any of the other solutions that we tested. Giva real time reports with drill-down capability, trend analysis, and other analytics are exceptional."

– Sally Chambers, Vice President, Operations & Customer Care, VirtuRad

Giva’s real-time reports allow us to carefully monitor customer service key metrics, hour-by-hour and minute-by-minute with no special reporting program, custom coding, or training."

"Since the Giva call center reports are real-time, all we have to do is point and click to run reports to get results. Tokyo headquarters is very pleased with the quality and level of detail that we can now provide. We are using this information to improve product ease-of-use and the out of box experience we give our customers."

– Benson Smith, USA Customer Services Director, Casio Computer Co., Ltd.

"The Giva reporting approach saves us a lot of time and money because the reports provide the right information and we do not have to purchase a separate reporting package. Giva real-time reports allow us to quickly measure a number of key metrics such as first call resolution, SLA compliance and customer satisfaction. The root cause analytics allow us to identify how we can take action to reduce calls and further increase customer satisfaction. The real-time nature of the reports is a significant benefit that the other vendors we looked at did not provide."

– Jim Kline, Director of Technology Group Operations, Patient Care Technology Systems

"There are a number of other excellent reports and tools that help us manage the knowledge article approval cycle after knowledge is proposed. We can slice and dice the knowledge base to determine what is useful and should be maintained in the system and what we should discard. Reports also allow us to understand who in our organization is contributing knowledge with high Problem Solving Scores and User Ratings."

– Sally Lee, Information Services, Project Manager, The William and Flora Hewlett Foundation

"The Giva flexible reporting engine facilitates our ability to provide both regular weekly and monthly reports and allows us to be responsive to our clients’ requests for ad hoc information. Report creation, which traditionally took hours, now takes only minutes, and the quality of the information is significantly better."

– Sharon Johnson, IT Director, Professional Services, Williams Lea

"Giva Easy Three Click Reporting allows us to gather trend analysis that helps us improve our service and support to our employees."

– David Strumpf, Chief Technology Officer, Russell Reynolds Associates

"Giva Easy Three Click Reporting gives us great information about our organization and is very easy to use. With the information available from Giva, we now know why calls occur and have been able to take systemic related steps to reduce the overall call volume."

– William McDonald, CIO, Schulte Roth & Zabel LLP

"Giva eHelpDesk has many pre-built reports ready for us to use, making it very easy for us to run reports hourly, daily, weekly, monthly, and on the fly in real time. This has enabled us to carefully monitor key help desk metrics so we can modify our processes as needed and proactively address root causes of problems."

– Danny L. Morse, Technology Support Manager, Schulte Roth & Zabel

"Whether in or out of the office, Stroock managers can, with a few clicks, obtain real-time actionable reports, trend analyses, and insights into the organization. This allows them to perform proactive problem and incident management by identifying key areas of concern. With the real-time information available from Giva reports, Stroock knows what steps to take to lower costs and increase customer satisfaction. Best of all, no additional software is required for the Giva reports – Giva has its own integrated reporting engine."

"Stroock carefully monitors its customer satisfaction ratings. Giva tools and reports allow Stroock to maintain a real-time pulse on this important metric, and Stroock is currently maintaining a 4.7 out of a possible 5.0 for customer satisfaction ratings and consistently meeting their service level agreements."

– IT Director, Stroock & Stroock & Lavan LLP

"Giva reports are very easy to learn how to use, and unlike many other applications, there is very little on-going administration that we have to spend time on. That’s a relief. My team is very satisfied."

– Don Fosen, Chief Information Officer, Art.com

"The Giva reporting engine is superb. The fact that we do not have to use a standalone reporting package saves an enormous amount of time and effort."

– Willie Baez, Assistant Director Information Technology, User Support Division, Epstein Baker & Green P.C.

Uptime and Reliability

"We were not sure if a Web-based help desk solution hosted over the public Internet would offer the speed, functionality and performance we needed, especially for our operations in Europe, Asia and Australia. But, Giva eHelpDesk has proven to be reliable over the Internet and our international colleagues are well satisfied. We have had zero downtime in using Giva eHelpDesk 24 x7 x 365 since December 2000."

– David Strumpf, Chief Technology Officer, Russell Reynolds Associates

"We have been using the Giva help desk solution since July 2002 and have not had any downtime – the application is robust and very reliable. We have one office accessing it in Mexico City and they are equally satisfied with the performance."

– Sharon Johnson, IT Director, Professional Services, Williams Lea

"Giva is a very responsive, stable and secure help desk application over the Internet. With hosting at Verizon Business, the Giva applications are very reliable and are always available. Stroock has had 100 percent uptime using Giva 24 hours a day since April 2003."

"Even though Giva hosts the application, Stroock has complete control over all administration and can fully customize the help desk software to meet our requirements. The application is very fast and allows the help desk to rapidly open several service requests at the same time."

– IT Director, Stroock & Stroock & Lavan LLP

"Giva has been a very stable application since we began using it. We have had 100 percent uptime using Giva since July 2002. Giva help desk solutions have proven to be very fast, highly functional, reliable, and secure over the Internet."

– Dierk Eckart, Director of Information Technology, Thacher Proffitt & Wood LLP

"Giva eHelpDesk has been very reliable – we have not experienced any downtime using the application 24 hours per day since April 2001. Even during the August 2003 blackout in New York City, Giva eHelpDesk was available. After the blackout, we had one less application to bring back online."

– Danny L. Morse, Technology Support Manager, Schulte Roth & Zabel

"Our agents were able to get up to speed quickly. Speed and ease-of-use are important when our call volume spikes and there is a lot of pressure to quickly process customer calls to keep the hold time low. The Giva customer support software has directly helped us improve in this area."

"We evaluated the infrastructure and environment at Verizon Business, where Giva hosts their on demand solution. They have a reliable, bulletproof infrastructure, and we have had 100 percent uptime and excellent performance."

"Giva has proven to be a stable, industrial strength product."

– Benson Smith, USA Customer Services Director, Casio Computer Co., Ltd.

"Giva is reliable and full of many innovative features not available in other products we’ve evaluated."

– William McDonald, CIO, Schulte Roth & Zabel LLP

"At PCTS, our products are used in mission critical applications in emergency and operating rooms at hospitals nationwide. We needed a help desk and customer service solution provider that we could trust with such a high level of expectation from our end-user customers. We also needed a highly reliable product with exceptional service and support. We have found both of these with Giva."

– Jim Kline, Director of Technology Group Operations, Patient Care Technology Systems

"The moment a service request is assigned, an email notification with key service request fields and important customer information is immediately sent to the appropriate Field Service Engineer’s BlackBerry® or other mobile device. This allows Field Service Engineers to immediately contact the customer and begin solving the technical problems – this way we provide a very high level of responsiveness to our customers. Since we service the medical industry, the high availability of the products we provide is extremely important."

– Sally Chambers, Vice President, Operations & Customer Care, VirtuRad

"The reliability of Giva is excellent. We’ve had 100 percent uptime without any problems."

– Don Fosen, Chief Information Officer, Art.com

Lowest TCO

"We considered both the Giva On Demand Software option as well as hosting the applications on our own infrastructure. We did a detailed total cost of ownership analysis that included all the hard and soft costs. The economics were self-evident   we will get dramatic savings with the Giva On Demand Software option. This exercise showed us the true costs of installing, managing, and maintaining hardware and software."

– Jim Kline, Director of Technology Group Operations, Patient Care Technology Systems

"Initially, we were interested deploying Giva eCustomerService solution locally on our own infrastructure. However, after carefully analyzing the total cost of ownership, we concluded that the hosted on demand software version made sense for us."

"We undertook a thorough independent analysis of hosted versus installed solutions. We found that there are many soft costs of owning software and concluded that we would see dramatic savings by having Giva host the solution for us. Of course, we have the option to host Giva eCustomerService on our own infrastructure at some point in the future, if we choose. We like this flexibility."

– Benson Smith, USA Customer Services Director, Casio Computer Co., Ltd.

"Over a two year period, we know that we have reduced our total cost of ownership and generated a significantly higher ROI on our time and money than if we bought an application and hosted it ourselves."

"There are enormous hard and soft costs in managing applications and servers on a day-to-day basis. We know that outsourcing non-strategic applications and servers is an easy and effective way to reduce IT overhead and increase the productivity and ROI of our IT resources. The benefit of not having to do hardware and software upgrades removes a significant amount of costs, while allowing us to budget in a highly consistent manner. Giva product upgrades do not require any work on our part since Giva hosts the applications."

– Dierk Eckart, Director of Information Technology, Thacher Proffitt & Wood LLP

"With Stroock’s largest office located in the NYC downtown financial center close the World Trade Center, business continuity planning is a high priority. It is a significant technology benefit and innovation for Stroock to utilize help desk outsourcing by hosting applications and servers off site. This helps to reduce costs and complexity in Stroock’s business continuity planning."

– IT Director, Stroock & Stroock & Lavan LLP

"With Giva, we have lowered our cost of support and significantly increased employee satisfaction in our organization. This is a very significant accomplishment, and we would have not been able to do it without the Giva help desk and knowledge base applications and its expertise."

– Sally Lee, Information Services, Project Manager, The William and Flora Hewlett Foundation

"We’ve crunched the numbers. We know we are saving a lot of money using the Giva Service Management Suite versus other enterprise-class knowledge base and help desk software products."

– William McDonald, CIO, Schulte Roth & Zabel LLP

"We chose the Giva On Demand Software option and have been able to significantly lower our costs. We estimate that we have generated a 60 percent higher ROI from the money we invested in Giva over two years versus using an in-house help desk solution."

"Giva continues to make improvements on its help desk software. Giva has consistently accepted our feedback and generally provided us with new functionality or suggested an acceptable alternative solution to meet our evolving needs. This continues to make Giva a very cost effective solution – especially since we do not have to dedicate developers to maintain the application."

– Danny L. Morse, Technology Support Manager, Schulte Roth & Zabel

"With the Giva help desk solution, the average time to close a call has decreased by 40 percent and first call resolution has increased by 45 percent. The ROI generated by the Giva system is significant. We are getting a high return on our money everyday we use the system."

"There are enormous overhead costs associated with managing applications and servers. The Giva On Demand Software option has proved an effective way to manage our clients’ return on investment and to increase productivity."

– Sharon Johnson, IT Director, Professional Services, Williams Lea

"Giva eHelpDesk has allowed us to deliver a very high level of customer satisfaction at a cost approximately one-third the projected total cost of ownership of other solutions we considered."

– Lori Mazzola, National IT Project Manager, Epstein Baker & Green PC

"My team is constantly multitasking and needed a solution that is easy to use on a daily basis. With a minimum of time and effort, we were able to integrate giva eCustomerService into our daily operations and have experienced a high ROI on our time and money."

– Kevin Pearson, Director, Customer Service, mindSHIFT Technologies

"Giva has the lowest total cost of ownership of any enterprise solution."

– Don Fosen, Chief Information Officer, Art.com

Unparalleled Customer Support

"Over the past 5 years, we have been receiving regular visits from our Giva account managers. They take a strong interest in how we are using Giva solutions, our level of satisfaction, and are always looking for product feedback from SRZ. The follow-up from these visits has been excellent. Our feedback has been accepted and implemented on a timely basis. Giva cares a great deal about our ongoing needs and requirements."

"Giva has exceeded our expectations in all areas."

– William McDonald, CIO, Schulte Roth & Zabel LLP

"Giva provides exceptional service and support. When Giva makes commitments they consistently meet them. They have earned our trust by being attentive and responsive to our suggestions, concerns and questions. In summary, we purchased a highly reliable product suite with a great deal of functionality at a low total cost of ownership from a company that provides exceptional service. We are very pleased with our experience with Giva."

– Jim Kline, Director of Technology Group Operations, Patient Care Technology Systems

"After having worked with a number of resellers of other vendor’s products, we prefer Giva’s direct sales and support approach. Resellers generally do not have strong ties with the technical support and R&D teams, but with Giva, we rapidly receive answers to our questions. For example, we requested some enhancements so that the customer service software would better meet our needs. Giva quickly built, tested and released the new enhancements. With this high level of responsiveness, we know that we have found an excellent partner that we can trust."

"We increasingly find that as the industry matures, many call center and customer support software vendors have generally become much less responsive to their customers’ needs. This is especially true in providing incremental enhancements. The Giva customer support and product development teams have been there for us long after the sale – they continued to exceed our expectations."

"Giva tells us their model for success is simple. They tell us that customers are the center and cornerstone of Giva. We believe it."

"Giva has proven to be a stable, industrial strength product. Giva is a great company that stands above many vendors in the industry. They stand behind their products with top-flight service and support. We are delighted everyday with the exceptional results we are achieving."

– Benson Smith, USA Customer Services Director, Casio Computer Co., Ltd.

"Giva has been responsive to our needs on an ongoing basis. For example, they have very quickly implemented a number of our requests for product enhancements. We are very pleased with the level of service and attention that we have received from Giva and we love their very high level of commitment to servicing their customers."

– Sally Chambers, Vice President, Operations & Customer Care, VirtuRad

"Giva support has been exceptional – they respond rapidly to our requests for assistance, and they have exceeded their SLAs for support and uptime."

– David Strumpf, Chief Technology Officer, Russell Reynolds Associates

"Giva continues to make improvements on its help desk software. Giva has consistently accepted our feedback and generally provided us with new functionality or suggested an acceptable alternative solution to meet our evolving needs. We are well satisfied with our decision to deploy Giva eHelpDesk and Giva eKnowledgeManager."

– Danny L. Morse, Technology Support Manager, Schulte Roth & Zabel

"Giva’s support and continuous improvement initiatives are first-class. Giva’s focus on our needs is extraordinary."

– Sharon Johnson, IT Director, Professional Services, Williams Lea

"Giva listens to Stroock’s requests for enhancements and continues to evolve the service offering on a very timely basis. Giva has provided Stroock with a ’cult-like’ commitment to customer service to continue to earn our business – a refreshing approach for a technology vendor. Stroock has been pleased with our Giva deployment."

– IT Director, Stroock & Stroock & Lavan LLP

"Giva eCustomerService is well-tailored to our specific requirements and have found Giva to be very responsive, delivering to us the same level of extraordinary service that we deliver to our customers."

– Sam Collier, Senior Director of Aspire Legal Services, mindSHIFT Technologies

"In summary, we are very pleased with our decision to purchase Giva. We get high level of support and dedication – in fact, they have surprised us with their very high level of responsiveness and attention. Hewlett Foundation a very well satisfied customer."

– Sally Lee, Information Services, Project Manager, The William and Flora Hewlett Foundation