Giva® today announced a significant milestone in surpassing BMC® Track-It!™ 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 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.
"There are many significant reasons why Giva was selected over other vendors, but the biggest differentiator is that the Giva user interface is uncomplicated, uncluttered, clean and extremely easy to use," said Floyd Withrow, Chief Information Officer.
For example, Gordon & Rees, which provides IT technical support to 1200 employees in 27 offices, used BMC Track-It! for 6 years before switching to Giva. Their reported results included an 80% increase in capturing after hours calls, a 70% increase in support issue management productivity, and a 60% increase in meeting service level agreements (SLAs), among other significant improvements.
"There are many significant reasons why Giva was selected over other vendors, but the biggest differentiator is that the Giva user interface is uncomplicated, uncluttered, clean and extremely easy to use," said Floyd Withrow, Chief Information Officer, Gordon & Rees. "My team has had a 70% increase in support issue management productivity from using the Giva dashboard, easy service request input and real-time reports. We have increased meeting our service level agreements by over 60%. Our Level 1 agents have increased their daily service request management productivity over 50% by using Giva as compared to BMC Track-It! As CIO, Giva has been an enormous help to my user support managers, training coordinators and myself. Giva allows me to deploy and justify my staffing and resource plans with metrics, trends and reports." [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."
Founded in 1999, Giva was among the first companies to provide a suite of applications specifically architected for the public cloud. Now, with over a decade of refinements including thousands of enhancements, the Giva Service Management™ Suite is the most customer feedback driven cloud computing suite for the ITIL Help Desk, Customer Service/Call Center and Service Desk. Visual reporting, management dashboards and a radically intuitive service request design, make the Giva Service Management™ Suite highly differentiated from all other solutions. Customizations are all point and click with no programming or consulting necessary so Giva delivers a substantially lower total cost of ownership solution. Giva is a private company headquartered in Santa Clara, California serving delighted customers worldwide.