The Giva Challenge: Customers are Talking! Santé Health System

Bedside doctors of old were sure to have a reputation in the local community. That reputation was determined by qualities that still exist in our current fast-paced world. Today, delivering the highest quality health care is as important now as it has ever been. According to Leonard S. Feldman, assistant professor of medicine at Johns Hopkins University School of Medicine, "Basic things make a difference in patient outcomes and they're not being done to the extent they should be." Just as it is for doctors, great customer service should be top priority for businesses. Giva customer Santé Health System understands this and endeavors to make certain that their customers in the medical field are satisfied.

Santé Health System provides IT and technical support across sixteen geographically dispersed healthcare sites. They provide technical support to physicians who in turn need quick answers in order to give great patient service. They were having difficulties that needed to be addressed. “Before Giva, we used FrontRange Solutions HEAT. However, significant IT issues were falling through the cracks over and over again. This is not tolerable in our organization given our goal of delivering the highest quality medical care possible” (Juan Carlo Muro, IT Director). After researching their options, they found the solution that would improve their customer service.

Santé Health System turned to Giva in order to solve the problem. “We were intrigued by Giva's cloud based service right from the first time we began evaluating it. It was very easy to get started, and we worked with a technical specialist for only just a few days in order to fully customize Giva the way we wanted it. Giva is more intuitive, easier and faster to customize, more functional, and has outstanding reports and dashboards.” The numbers show just how much they have improved:

• They experienced a 50% increase in productivity by using Giva's custom forms that are integrated with service requests to prompt technicians to ask important questions the first time they speak with users.
• As a result of productivity increases, they also experienced a 60% increase in meeting their internal resolve-time service level agreements (SLAs).
• The Giva dashboard made managers 80% more productive as compared to when they were using FrontRange HEAT as they can now see exactly what is going on across their 16 sites that they service.
• Giva increased their technician productivity by over 40% for those that travel between their 16 sites.

"Selecting Giva was an excellent choice for Santé Health System. After a support request is opened, Giva contacts us for more information, if needed, and consistently nudges and reminds us to follow up and provide all the information they need, so that our questions can be resolved in as timely a manner as possible. We never get this kind of focus and deliberate follow-up from other software vendors, and so we are extremely pleased."

Read more at about how Giva helped Santé Health System in their case study.

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