Law Firm Help Desk-Major Increase in Attorney Satisfaction

Founded in 1971, the law firm of Sills Cummis & Gross has established an outstanding global reputation. The Giva Service Management Suite including Giva® eHelpDesk, eKnowledgeManager, and eAssetManager were deployed to address the company’s internal IT help desk, knowledge management, and asset management software application needs.

Results:

Implementing Giva eHelpDesk, a web-based IT help desk solution:

+ Resulted in a significant decrease in labor hours required to generate monthly and ad hoc reports

+ Resulted in a significant increase in attorney satisfaction with the IT department

+ Provided Trend Reports, Dashboards, Charts, and Metrics, which enabled quick action on high priority service requests to keep attorneys productive

+ Provided an intuitive design that reduced IT training and administration costs

Quotes:

“With Giva’s reporting system, we significantly reduced the time required to perform monthly reports and ad hoc reporting, which gives me more time to be a strategic IT leader.”
“We have significantly increased attorney satisfaction in a relatively short amount of time. That is a very significant accomplishment for us, and it is an integral part of our IT support strategy.”

Steven Marks, CIO & Linda Green, IT Director

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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms