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White Papers To Avoid Buying Mistakes IT Help Desk

Whitepaper Series on Software/Cloud Buying Process

These white papers help avoid mistakes that even the most experienced professionals make that cost a lot of time and money. Now, learn to approach the buying process in a much more rigorous and analytical manner.

Featured Whitepapers

Do Check Signers Have Significant Pain? Are Funds Approved and Set Aside? Document Feature Needs & Requirements

 

Avoid 8 Major Mistakes When Buying Any Software or Cloud Service

These whitepapers are part of a series.

 

Do Check Signers Have Significant Pain?

Are Funds Approved and Set Aside?

Learn Latest Help Desk and Customer Service Best Practices

Determine Problems with the Current Call Tracking System

Document Feature Needs & Requirements

Ask Vendors Tough Questions Early and Often

Compare the Total Cost of Ownership (TCO) of All Vendors

Important License Agreement Terms

 

Click to Download Whitepapers

Cloud Help Desk Software-Quickly Opening Service Requests

Watch this video! Click on the button to play or visit Cloud Help Desk & Customer Service Video

 

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Segment A: Opening a Quick Ticket service request in Giva

Here is the scrip to the video…just in case you want to preview before watching:

"With Giva, service requests can be created extremely fast.

After typing in the name, I just press enter.

Jim says the network printer is jammed. I'll quickly create a service request using a Quick Ticket for common recurring problems.

All fields are automatically completed.

All fields are all automatically entered with preconfigured defaults which can be changed on-the-fly. I'll raise the severity level to "Business Impacted" since Jim said many people cannot use this printer.

The Desktop service group members will automatically be notified and they can access the notification from their smart phones.

It's that easy and fast to create a service request.

Segment B: Opening an ordinary service request in Giva

I'll open another service request.

Dave's a senior partner and marked a VIP and there's also more customization to his profile. With the "View Recent Tickets" I can quickly determine if this is a new issue or one already logged.

The nature of request is a customizable category menu allowing unlimited categories and subcategories. I can use my mouse or type and tab to select.

An article with a problem and solution is presented. This solves Dave's problem so I give it good ratings and make it my resolution.

I'll quickly finish the call by completing a few fields.

Now, I'll also select a root cause, change status to closed, assign the ticket to myself.

In this section all the important information is well summarized, easy to view or edit and always right in front of me!

Finally, I'll click create and be brought back to the home page.

I'll open another service request.

Mary has a question about creating a table of authorities in WORD. I'll select the correct nature of request.

A form with some tips is presented. Unfortunately, this does not help me, but I'll answer the 3 questions and save this to the ticket.

I'll search the more extensive knowledgebase for an answer.

This knowledge article looks like the right solution. I'll email this to Mary.

I'll copy this article as the resolution to this ticket.

I'll finish up by rating the article.

And, if I had any feedback on the article I could post it in this section.

The 2 documents from the knowledge article have been saved.

Since Mary is very busy, I'll send an email to her and copy her assistant, Jane Wells, just to make sure that Many received the important documents from the knowledge article.

I'll quickly close the ticket with just a few more steps.

There is much more to lean about Giva so look at our other videos and customer success stories on the web site."

FrontRange HEAT Replaced With Giva - IT Service Desk

Santa Clara, CA (PRWEB) October 16, 2012

Giva® today announced a significant milestone in surpassing FrontRange Solutions HEAT® 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.

For example, Sante Health System, which provides IT technical support to physicians and staff across 16 geographically dispersed sites used FrontRange HEAT for many years before switching to Giva. Their reported results included a 40% increase in the productivity of IT personnel traveling between sites, a 45% increase in the number of calls logged, and a 50% increase in productivity using custom forms, among other significant improvements.

"The Giva dashboard has made me 80% more productive as compared to when I was using FrontRange HEAT," said Juan Carlo Muro, IT Director, Sante Health System. "The Giva reporting module is more comprehensive and an order of magnitude easier to use when compared with FrontRange HEAT reporting. As a result of productivity increases, we have also experienced a 60% increase in meeting our internal resolve-time service level agreements." [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."

About Giva:
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. For more information, please visit https://www.givainc.com.

PR contact:
Email: pr(at)givainc(dot)com

Salesforce Displaced By Giva-50% Less Time to Open Case

Santa Clara, California (PRWEB) October 16, 2012

Giva® today announced a significant milestone in surpassing Salesforce.com Service Cloud® head-to-head in the competitive service cloud 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.

For example, EDIMS, which provides 24x7 customer service to over 2,000 physicians and staff used Salesforce.com Service Cloud for three years before switching to Giva. Their reported results included a 45% increase in productivity, a 50% decrease in time required to open cases, and an 80% decrease in time to generate and approve knowledge articles, among other significant improvements.

"With Giva, it now takes 50% less time to open a case, so our agent productivity is effectively doubled when the call queue is full and the phones are busy ringing," said Chris Jerry, EDIMS Support Center Manager. "We used to spend over 24 hours per month working with the reports to extract data. Now, we spend about 15 minutes per month generating reports and the information quality is superior. Giva is the "Apple Computer" of cloud customer service applications." [Click to download the case study.]

"Unparalleled ease of use is a significant Giva differentiator and an area in which Giva will continue to provide radical innovation," said Ron Avignone, founder of Giva, Inc. "Giva can be deployed in just days and agents can learn to be fluent in just one hour. By providing a more streamlined customer service tool, we are confident that we will continue to win over the service cloud."

About Giva:
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. For more information, please visit https://www.givainc.com.

PR contact:
Email: pr(at)givainc(dot)com
Phone: 408.260.9000

Salesforce Displaced By Giva-Eliminates 24 hrs/month Work

Case Study to Reduce Costs and Complexity of Salesforce.com Service Cloud

Is poor design, limited functionality, slowness and the high cost of Salesforce.com® Service Cloud impacting your customer service team?

Read this business case that compares Giva to Salesforce.com Service Cloud:

EDIMS

EDIMS

For over 20 years, EDIMS has delivered evidence-based best practices to hospital emergency rooms through its information systems. Its flagship electronic health record (EHR) solutions are used at hospitals and long-term care facilities nationwide by over 2,000 physicians and staff to fully document emergency department patient encounters. The Giva Service Management Suite™ including Giva® eCustomerService™ and eKnowledgeManager™ was deployed in the cloud as the EDIMS customer service solution.

When compared with Salesforce.com Service Cloud, the Giva Service Management Suite resulted in a:

  • 30% increase in productivity by using Giva dashboards and reports
  • Eliminated 24 hours/month of work to prepare reports
  • 50% decrease in time required to open cases
  • 50% easier to navigate and search Giva
  • 100% faster application response/speed
  • 85% easier to get up and running on Giva
  • 50% less time to maintain Giva on an ongoing basis
  • 80% decrease in time to generate and approve knowledge articles
  • 75% reduction in time to add new company/contact
Customer Quotes

"With Giva, we have reduced the amount of time that it takes to open a case by about 50%."

"The Giva application is over 100% more responsive and faster as compared to Salesforce.com."

"The entire process of generating and approving knowledge is 80% easier in Giva."

"With Salesforce.com, it required over two and a half minutes to add a new company and/or contact. With Giva, the time has been reduced by over 75%."

"The Giva reports make us 30% more productive and have dramatically decreased the amount of time required to generate and distribute quality reports…"

"We had to spend over 24 hours per month working with the reports to extract data. With Giva, we spend about 15 minutes per month generating reports and the information quality is superior."

"Giva requires 50% less time to maintain on an ongoing basis than Salesforce.com even though they are both cloud applications."

"We were able to get up and running on Giva over 85% faster."

"The support from Giva is outstanding. It is night and day as compare to Salesforce.com."

Chris Jerry, Support Center Manager, EDIMS
Steve Kazimir, Project Manager/Customer Support, EDIMS

 

Read Full Case Study

FrontRange HEAT Displaced By Giva-Major IT Improvements


Case Study to Reduce Maintenance, Upgrades and Consulting Costs

Is the high cost of FrontRange HEAT® consulting, upgrades and software maintenance not in your IT budget?

Read this business case that compares Giva to FrontRange HEAT:

Santé Health Systems

Santé Health Systems is a large healthcare management services organization providing IT and technical support across 16 geographically dispersed sites in California. The Giva Service Management Suite™ including Giva® eHelpDesk™, eKnowledgeManager™, eChangeManager™ and eAssetManager™ was deployed in the cloud as the internal IT service desk.

After using FrontRange Solutions HEAT for many years they found extraordinary success with Giva.

When compared with FrontRange HEAT, the Giva Service Management Suite resulted in a:

  • 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
  • 40% increase in productivity of IT personnel traveling between 16 sites
Customer Quotes

"We experienced a 45% increase in the number of the calls logged using Giva as compared to FrontRange HEAT due to Giva's intuitiveness and ease of use."

"The Giva reporting module is more comprehensive and an order of magnitude easier to use when compared with FrontRange HEAT reporting."

"As a result of productivity increases, we have also experienced a 60% increase in meeting our internal resolve-time service level agreements."

"We experienced a 50% increase in productivity by using Giva's custom forms that are integrated with service requests."

"The Giva dashboard has made me 80% more productive as compared to when I was using FrontRange HEAT."

"The Giva Tsunami Service Request has increased our productivity by over 50%."


Juan Carlo Muro, IT Director, Santé Health Systems

 

Read Full Case Study

Ticket Distribution By Assignee Report

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This report will help you determine the workload across all your agents whether they are Level 1, 2 or 3.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Processing Workload Report

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This report will help you understand the timing and volume of calls so that you can properly plan to have the right amount of resources available.

In this report, you can also see how many different kinds of submit methods (Phone, Email, Web, etc.) are used for any date range and the time of day selected. You can also see the length of time it takes to process and resolve calls. This is a valuable report because the workload of the customer service organization is not adequately represented via your ACD reports since the time to process and resolve calls is not captured.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Why Calling IT Service Desk? Category Trends Report

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This report provides a more detailed picture of category usage. The trend line may give you insight into problems that need further investigation.

For optimal use, you can select a single category for detailed analysis and run the report for a year with all categories.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Who Calling IT Help Desk Most Frequently Report

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This help you understand what customers are calling about.

It is inefficient to have service request categories that are not used. First, it slows down the processing of new service requests. Second, it leads to improper categorization. This help desk report displays a list of all categories with the frequency of use. At least once a quarter this report should be run to view the category use distribution. You can then disable categories used infrequently. Frequently used categories can be used in conjunction with a Root Cause report for performance improvement initiatives.

This report helps you pinpoint potential problems. For example, you might want to select a location or region and want to see the service request volume from the top twenty-five customers. This would allow your service department at that location to review all the cases from the most frequently calling customers and create a strategy for reducing the number of contacts. By running this report on a regular basis, you can obtain the information and apply it to an on-going improvement program.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

 

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