“Who should I reward, warn or terminate?”

What do CIOs & VPs of Customer Service Secretly Think About Every Night Before Falling Asleep?

"Who should I reward, who should I warn and who should I terminate?"

Outstanding leaders identify "High Leverage Points" & invest effort/time in those respective areas.

Outstanding leaders focus on "high leverage points" where they can make changes and exert influence. High leverage points provide a disproportionately higher payback for every unit of effort/time invested vs. low leverage or no leverage points. Said another way..they want a big bang for buck for effort/attention so they look for high leverage activities where they can have a big impact.

High Leverage Points: A law firm or hospital internal IT help desk will have significant influence on the productivity of attorneys and health care professionals which are revenue producers for their respective entities.…it's a high leverage point. Another example is a customer service organization since it has significant influence on customer decisions to purchase more products/services. Customer facing personnel are in a very influential/critical position. Sales people generate revenue, but excellent customer service people keep customers coming back with their checkbooks…or not coming back.

Client Success

MetroHealth System Logo
  • 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
Athens Regional Health System Logo
  • 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
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use