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

Home > Products

Service Desk Software

Giva eServiceDesk

The rapid pace of business means that all parts of your organization must be responsive to requests for service — from Finance, Facilities, and Human Resources to Operations, Payroll, and even the Copy Center. To help you maintain your competitive edge across your entire organization, you need an integrated service request tracking and reporting system — an "operating system" for your customer-driven organization.

With Giva eServiceDesk™, you can implement multiple, independent service desks that share a single employee or customer database. All your service organizations can manage their operations independently with the same application which can be uniquely customized for needs of each department.

Giva eServiceDesk™ is the most powerful and at the same time the most easy-to-use service desk application.

Screenshots
Benefits
Features

Customer Satisfaction Report Filters

Generate real-time customer satisfaction reports to measure results. Settings are automatically saved until changed.

Customer Satisfaction Report Results

Measure customer satisfaction levels for quick response to trouble areas. Survey data is automatically processed.

Customer Satisfaction Results Drill Down

Customer Satisfaction Report Drill Down

Drill down to tickets allows for highlighting areas of concern.

Customer Satisfaction Trends Report

Measure customer satisfaction trends over months or years to reward stakeholders and take corrective action.

Service Level Agreement (SLA) Compliance Trends Filters

Generate real-time SLA compliance trends to measure results.

Service Level Agreement (SLA) Compliance Trends Report - Months

Measure SLA compliance trends over months to take corrective action.

Service Level Agreement (SLA) Compliance Trends Report - Years

Measure SLA compliance trends over months to reward stakeholders for high SLA compliance and consistancy.

Service Level Agreement (SLA) Compliance Report

Measure SLA compliance performance to reward stakeholders, take corrective action or modify respond and resolve goals.

Service Level Agreement (SLA) Compliance Report Drill Down

Drill down to tickets allows for highlighting areas of concern.

Root Cause Summary Bar Chart Report

Understand root causes to make systemic changes to reduce call volume and increase customer satisfaction.

Ticket Fields Report Filters

Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.

First Contact Resolution Trends by Month

First Contact Resolution Trends Report

Measure first call resolution trends over time. Increasing first call resolution increases customer satisfaction.

First Contact Resolution by Creator Report

Measure first call resolution by ticket creator. Identify capability differences between agents and reward and take corrective action.

First Contact Resolution by Nature of Request Report

Measure first call resolution by nature of request to determine areas where additional documentation or resources are needed.

Nature of Request Trends Report

Understand why people call your organization and make systemic changes to reduce call volume.

Nature of Request Trends Report - Mouse Over Details

Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level.

Nature of Request Frequency Report Pie Chart

Measure call volume by level & sublevels.

Escalation Trends Bar Chart Report - Mouse Over Details

Measure escalation trends to make systemic changes, rewrite SLAs or justify increases in headcount.

Tickets by Profile Fields

Quickly build custom real-time reports by interactively selecting fields. All standard and custom fields are accessible.

Closed Tickets Report

Measure closed ticket counts over date/time ranges to measure team productivity.

Opened & Closed Tickets Report

Measure open & closed ticket counts over date/time ranges to measure conversions.

Processing Work Load Report

Measure elasped time to open and time to close tickets to measure agent productivity and performance.

Tickets by Department Bar Chart Report

Measure what departments consume the most help desk resources for possible bill back and training.

Tickets by Department Bar Chart Report-Mouse over details

Mouse over anywhere on charts to obtain details on areas of concern. Drill down to the ticket level.

Tickets by Department Area Chart Report

Measure which departments consume the most help desk resources for bill back and training issues.

Ticket Distribution by Assignee Report

Track agent ticket assignments to better balance workload. Highlight unassigned tickets before going into escalation.

Ticket Hours by Cost Center Codes Report

Measure hours spent on each ticket. Summaries are generated for department/cost center billing.

All Open Aging Report

Track overdue tickets to help plan work priorities.

Parent Child Tickets Report

Visually understand relationships between parent, child, grandchild, etc. tickets for tasks or projects.

Submit Method Trends Report

Measure how tickets are submitted. Balance call volume to optimize cost, customer satisfaction and resources available.

Making a Report Favorite

Click the star to add a report your favorites.

Benefits

Giva eServiceDesk™ is a 100 percent Web-native service desk solution that:

Increases first-call resolution by building a knowledge base that captures lessons learned from previous requests
Reduces average call length by automating ticket population, streamlining routine tasks, providing trouble-shooting tools on a single screen, and maintaining parent/child requests for high call volume incidents
Enhances customer satisfaction by speeding problem resolution and providing consistent, fast answers
Boosts customer satisfaction by providing 24 x7 self-service Web portal access for submitting, updating, and monitoring service requests
Boosts SLA compliance by automating notifications based on escalation business rules
Decreases request resolution times by rapidly routing requests to the appropriate service professional
Minimizes the number of escalated requests by tracking problem response and resolution status verses established standards
Helps decrease call volume and identify opportunities for business process improvement by providing root cause analysis tools
Helps improve service desk efficiency by defining and enforcing standard service management business processes
Increases employee productivity by providing automated workflow and escalation
Speeds business decisions by delivering accurate, real-time reports
Optimizes staffing levels by providing trend reports
Helps ensure Sarbanes-Oxley compliance and reduces business risk by providing complete audit trails

Features

Giva eServiceDesk features:

Multiple, independent service desks with single employee/customer database
Service level agreements
Automatic escalation rules engine
Customizable fields, screens, and options
Automatic reminder of questions to ask, scripts, and standard operating procedures
Natural language, Boolean, and keyword search engines
Automated email-to-service request creation
Parent/child service requests for high volume incidents
More than 70 pre-defined, customizable reports
Customer satisfaction surveys
Self-service Web portal
Seamless integration with Giva eKnowledgeManager™, Giva eHelpDesk™, and Giva eCustomerService™