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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

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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

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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

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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

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First Contact Resolution & Knowledge Articles Report

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This report allows you to determine if, as you add knowledge base records, there is an increase in the First Contact Resolution. There should be a strong link, if you knowledge articles are valuable.

 

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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Cloud Customer Service Knowledge Base Search String Report

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This report will also show you the search strings that were used in searches so you can make sure that your database of knowledge articles is meeting the need of searches.

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

IT Help Desk Knowledge Article Statistics Report

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This report will help you understand the flow of knowledge articles and who is the most productive in your organization.

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

Cloud Customer Service Knowledge Base Usage Report

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This is specifically for each knowledge article. There is also a report to tell you when articles were created, last modified and last used.

 

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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