Santa Clara, CA (PRWEB) November 29, 2012 - Giva® today announced a significant milestone in surpassing BMC® FootPrints ITSM™ by Numara Software head-to-head in the competitive IT service desk market. Giva benefits organizations with a strong focus on increasing first contact resolution, improving customer satisfaction, decreasing call volume with root cause analysis and exceeding service level agreements (SLAs). Giva's visual reporting tools make identifying trends and patterns easier and quicker and with less time building, running, sharing and reviewing reports. Based on word of mouth comparisons from customers that have utilized both service management packages, Giva's cloud computing SaaS (Software-as-a-Service) solution has moved to a leadership role for IT service management for law firms, healthcare institutions and other high visibility professional firms.
"With Giva, we have increased the customer satisfaction of our attorneys and staff by over 60% and they are happier than they have ever been with IT during my 16-year tenure as CIO," said Ken Adams, Chief Information Officer, Miles & Stockbridge P.C.
For example, Miles & Stockbridge P.C., which provides IT technical support to 500 attorneys and staff in 8 geographically dispersed offices, used BMC FootPrints ITSM for over 10 years before switching to Giva. Their reported results included a 70% increase in IT productivity, a 65% increase in first call resolution, and a 60% increase in customer satisfaction, among other significant improvements.
"We have increased the customer satisfaction of our attorneys and staff by over 60% and they are happier than they have ever been with IT during my 16-year tenure as CIO," said Ken Adams, Chief Information Officer, Miles & Stockbridge P.C. "My team has had a 70% increase in IT productivity by using the Giva dashboards and real-time reports. Our first contact resolution has increased by 65%, which has also been assisted by Giva's helpful knowledgebase solution. Giva has implemented their workflows, grids, charts and other monitoring tools in an intuitive, slick and simple way, similar to the Apple Computer iPhone and iPad user interface design." [Click to download the case study.]
"Our real-time reports and dashboards are a significant Giva differentiator and an area in which Giva will continue to provide radical innovation," said Ron Avignone, founder of Giva, Inc. "We've built a highly differentiated cloud-based product that provides an extraordinary and easy to use experience. Giva's real-time reports and dashboards can be built without any effort, and our products can be customized without any consultants."
Giva is an award-winning provider of cloud computing SaaS (Software-as-a-Service) for the ITIL Help Desk, Customer Service/Call Center and the Service Desk. Visual reporting, management dashboards and an intuitive design, make the Giva Service Management™ Suite very powerful and at the same time very easy to use. Customizations are all point and click (i.e., no programming necessary) so the result is a dramatically lower total cost of ownership when compared to other products that require programmers and trained consultants. Giva is a private company headquartered in Santa Clara, California serving delighted customers worldwide.