Giva Blog
Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Harvard Business School Hosts Leadership Program on CSR This Fall

Harvard Business School CSR Strategies

In response to the ever-growing trend of Corporate Social Responsibility (CSR), Harvard Business School will be hosting a program titled "Corporate Social Responsibility: Strategies to Create Business and Social Value" Oct 18-21, 2015.

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Giva & Customer Service in a Changing World

Time for Changes in Customer Service

If there is one thing that is constant in this day and age, it is change. Today's business pace demands perfectly smooth transitions or large amounts of money can be lost from interruptions in productivity. The optimal part of change is growth. If growth is the goal, then improving customer service should be top priority. According to author Seth Godin, "Customer service, like everything an effective organization does, changes people. Announce the change you seek, then invest appropriately in a system that is likely to actually produce the outcomes you just said you wanted." In order to have the best customer service, your company needs to have the best and most up to date software that addresses your customer service needs.

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Case Studies in CSR: TOMS Helping Those in Need "One for One"

TOMS Footwear

Roaming around a playground at an American school, many children can be found sporting the latest TOMS® Footwear. In styles ranging from vibrant pink flip flops to simply patterned navy sneakers, kids pound the soles of their shoes against the dirt wood chips; they race each other from the swing sets to the slides without any awareness of how truly luxurious it can be to own a pair of shoes. Alternatively, for a child living in a developing country, shoes are not readily available.

Although shoes are in the category of a necessity for all children, not all can afford a pair of shoes.

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10 Baby Steps to Going Green for Any Size Company

CSR & Environmentally Friendly Companies Going Green

Take a look at any of the top trends for Corporate Social Responsibility (CSR) in 2015, and it is guaranteed that becoming more environmentally friendly, or “going green,” is one of them. Now more than ever, companies are implementing "green" measures not only because the believe it is the right thing to do, but also because they are finding it helps them stay competitive. The following are some simple steps you and your company can take today to decrease its impact on the environment while also saving some money in the process.

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Three Main Categories of Cloud Computing

Cloud Computing

The "Cloud" is everywhere today in technology.  Whether it is data storage, or communicating with colleagues and friends, many apps and devices interact with the cloud.  But what makes up the cloud? Cloud computing can be broken up into three main services: Software-as-a-Service (SaaS), Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS).

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HIPAA Compliance Importance, Cloud Storage & Assessment Tool

HIPAA Compliance & Data Protection

With increasing data breaches happening every year at major companies like Kohl's, Abercrombie and Fitch, Cigna and Anthem, it is more important than ever to know if your company is HIPAA compliant or not. Federal law requires companies dealing with private health information, or any business that hosts this information on their servers, to be HIPAA compliant.

Even if your company does not need to comply with HIPAA regulations, it is a good idea to protect other sensitive information like credit card numbers and customer employment information as strictly as private health information. Anthem's data breach in March exposed the records of more than 80 million people, many of whom were not even Anthem customers.

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The Triple Bottom Line & How It Can Help Your Business

The Triple Bottom Line

The term "triple bottom line" may be familiar to some, while unfamiliar to others. In terms of business, it can be a very common concept. Essentially triple bottom line is a term that allows an organization to measure their sustainable growth, since this can be very difficult. First conceptually discussed by Freer Spreckley in the early 1980s, and more full by John Elkington in the mid 1990s, the triple bottom line allows organizations to measure three different aspects of their performance: social, environmental, and financial.

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Method of Communication an Important Factor in Customer Experience

Social Media & Customer Experience

The recently released 2015 Dimension Data Global Contact Centre Benchmarking Report highlights a serious problem in the customer contact realm: the fact that customer experience levels have dropped for the fourth consecutive year, and are at their lowest level since 2011. More than half of the surveyed companies reported a connection between customer experience levels and profit growth, confirming that improving customer experience is vital to revenue.

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Benefits to Using Hosted Solutions

Call Center Cloud Computing & Devices

In a previous blog post, we discussed how important it is to have a variety of contact options for today's consumers, based on findings from the 2015 Global Contact Centre Benchmarking Report. However, many companies are finding it difficult to integrate these new options into their contact centers.

As expected, a majority of call centers have the capability to support customers over the phone and through email. These capabilities line up with the previous generation's expectations in a support center, as most customers over the age of 40 prefer support over telephone or email. However, the next generation's first choice of webchat is only supported by 45% of organizations, and 35% of organizations without webchat have no plans of offering it in the future.

According to data from the Report, an average of 79% of companies are afraid that their systems will not meet demands in the future. However, the cost of integrating a new support system can be expensive, and new software may not be compatible with older machines. One solution that the Report proposes is hosting contact centers in the cloud, which can reduce the cost of integrating a brand new system greatly while expanding support options.

In fact, the Report found that 89% of organizations currently using cloud architecture agree that it has reduced costs. Other benefits from cloud technologies noted in the Report include access to new functionality, improved flexibility, and better reliability. Yet half of the organizations surveyed do not even use hosted technologies.

Giva's customizable cloud technologies are easy to use and can save your company time and money. Read about how the Giva Difference has changed the way many companies handle customer contact on Giva's case study page!

The Giva Challenge: Giva Customers are Talking! Saint Elizabeth Health Care

Saint Elizabeth Health Care

With today's mobile workforce, the ability to access answers to important questions quickly is a must. Meghan M. Biro at Forbes says there is a "need to maintain a corporate culture supportive of - and with technical and communications systems in place - to enable remote employees to be successful."

Saint Elizabeth Health Care has long been a leader in incorporating technology to support new and innovative ways of delivering care, information and improvement of health care practices. Many of Saint Elizabeth's 6,500 employees work remotely providing health care services in clients' homes and other community settings.

Because of this, Saint Elizabeth has been an innovator in the private cloud and was the first health care organization in Canada to offer employees a full suite of applications in a private cloud over ten years ago. Saint Elizabeth was looking for the newest generation of IT service desk functionality and a long-term vendor partnership to respond to rapid organizational growth. Following an evaluation of other service desk vendors, the organization identified concerns that replacing the current IT service desk tools would be highly disruptive. In their search, they found Giva to be what they were looking for.

"Giva has provided Saint Elizabeth with a solution that makes extraordinary economic sense and has achieved a high ROI in a very short period of time. The organization was looking for a true cloud-based service with multi-tenancy to avoid the cost of dedicated servers," said David Burne, IT Leader.

Upon switching to Giva, Saint Elizabeth realized the following ongoing benefits:

  • 40% increase in productivity of the IT service desk team by using Giva reports and dashboards
  • 50% lower TCO (total cost of ownership) over a three year period
  • 90% reduction in the time required to configure/customize Giva
  • 100% application uptime using Giva nearly 24x7

According to David Burne, "Giva does not wait years or even months to launch new product improvements. The stream of improvements is ongoing. Giva is very proactive in that they take time to carefully listen to feedback. Saint Elizabeth has never worked with a vendor that listens and delivers as well as Giva. This is one of the key ways that Giva is very unique!"

Learn more about the benefits of Giva at Saint Elizabeth Case Study.

What is your challenge? Let Giva be your solution!

 

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