"Day in the Life" Demonstration

Business-to-Business Customer Support

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This demonstration focuses on businesses that directly support other businesses. If you are interested in business-to-consumer support, check out the demonstration of Giva eCustomerService for business-to-consumer support.

Today, we are spending a day with GE Medical Products (GEMP). GEMP is a company providing support for GE medical products. GEMP uses Giva eCustomerService. Carol is a hospital technician at one of the hospitals that GEMP supports. Carol is responsible for several of the hospital’s diagnostic machines. Betty is a customer service representative (CSR) at GEMP.

Giva eCustomerService – Easy Implementation

A few months ago, GEMP implemented Giva eCustomerService. They easily imported their customer and contacts database into Microsoft® Excel and then into Giva eCustomerService. GEMP, with Giva’s help, configured data input screens and trained all the support people in a few days. Actually, training only required a few hours because everyone was familiar with navigating a Web browser.

User Interface

Carol decides that she wants to contact GEMP support via the telephone. (Click here to see how Carol can use the GEMP self-help Web portal to search for answers and open and monitor service requests). She calls GEMP support and talks with Betty. Betty’s screen looks similar to the one pictured below.

Betty asks Carol what organization she is from and she says that she is one of the contact persons at Nemours Children’s Hospital. Betty types part of the company name into the Company Name field and hits enter. This automatically locates the company profile. If Betty only types in a few letters of the companies name, then Betty sees a list of all companies that fit that partial spelling.

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