Cloud Help Desk & Customer Service Software Case Studies

Learn about the Giva Difference from real customers


MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 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
Casio Computer Co., Ltd. Logo
  • A 100 percent Web-based call center software solution
  • Real-time reports for Tokyo headquarters that help improve Casio product set-up and ease of use
  • Integrated knowledge base and FAQ section to speed issue resolution and increase customer satisfaction
  • Automated workflow tools to drastically reduce paper-based business processes
Saint Elizabeth Health Care Logo
  • 90% reduction in the time required to configure/customize Giva
  • 50% lower TCO (total cost of ownership) over a three year period
  • 100% application uptime using Giva nearly 24x7
  • 40% increase in productivity of the IT service desk team by using Giva reports and dashboards
  • 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 responsive/speed
Pronger Smith HealthCare Logo
  • 60% increase in IT productivity by using the dashboards and real-time reports
  • 70% easier ability to open service requests due to intuitiveness
  • 70% increase in IT productivity due to the self-service portal
  • 65% increase in customer satisfaction of physicians and staff
  • 65% increase in first call resolution
  • 100% application uptime and high application responsiveness
Gordon & Rees LLP Logo
  • 80% increase in capturing after hours & weekend calls due to anytime/anywhere access & Giva's intuitive design
  • 70% increase in support issue management productivity from using the Giva dashboard & real-time reports
  • 60% increase in meeting Service Level Agreements (SLAs)
  • 50% increase in the number of calls being logged
Invivo Logo
  • 70% increase in productivity by using Giva dashboards and reports
  • 60% increase in productivity in managing customer service level agreements (SLAs)
  • 70% easier to get up and running on Giva
  • Eliminated 30 hours/month of work to prepare executive reports/scorecards/KPIs
San Jacinto Community College Logo
  • 75% reduction in time to deploy Giva's incident and problem management modules
  • Saved 1 FTE position due to significantly less ongoing administration/maintenance and easier to use reporting
  • Significant reduction in the Total Cost of Ownership (TCO)
  • No coding required for integrating Active Directory using the Giva LDAP Synchronization Tool
Lewis Roca Rothgerber LLP Logo
  • 70% increase in attorney and staff customer satisfaction with IT
  • 70% increase in overall IT productivity
  • Eliminated 8 hours per week generating reports
  • 80% increase in information quality in reports/metrics/KPIs
  • 70% increase in meeting service level agreements
  • 80% easier to use knowledge base for trouble shooting
Miles & Stockbridge P.C. Logo
  • 70% cost savings when considering the total cost of ownership (TCO) over a 3 year period
  • 70% increase in IT productivity in using the dashboards and real-time reports
  • 70% decrease in number of tickets that remain open from day-to-day
  • 65% increase in first call resolution metrics
LifePics Logo
  • 70% decrease in call time due to intuitive design
  • 70% increase in effectiveness in working with the development department
  • 70% increase in number of calls captured due to intuitive design
  • 50% increase in call center team productivity using dashboards
  • Spend just 20 minutes/week generating reports with actionable information
Westway Group, Inc. Logo
  • 70% decrease in labor costs by tracking IT changes with Giva
  • 80% decrease in IT auditing costs estimated for next year's public accounting firm audit
  • Significantly increased IT infrastructure uptime
  • Real-time Trend Reports, Dashboards, Charts, and Metrics, which enable visibility of all global Requests for Change
Patient Care Technology Systems Logo
  • An ITIL-compliant help desk and customer service solution that helped PCTS deliver extraordinary service to mission-critical operating and emergency rooms nationwide
  • Multiple service desks for its internal IT help desk and customer service organizations
  • One-week deployment for a geographically dispersed workforce
  • Rapid ROI
Russell Reynolds Associates Logo
  • A Web-native help desk software solution to support business operations in offices including New York, Chicago, Tokyo, Sydney, and other major cities in Europe and Asia
  • Exceptional ease-of-use and Giva Easy Three Click Reporting´┐Ż that provides trend analysis to help improve service and support worldwide
  • Worldwide implementation in six days
Schulte Roth & Zabel LLP Logo
  • 60 percent higher ROI than competing help desk software applications
  • Tools to maintain an 80 percent first call resolution rate
  • An 85 percent increase in attorney satisfaction with IT support and the ability to maintain a 4.9 customers satisfaction rating from attorneys out of possible 5.0
  • 100 percent uptime using the Giva Web-based help desk solution 24 hours/day
Sills Cummis & Gross P.C. Logo
  • Resulted in a 35% decrease in labor hours required to generate monthly and ad hoc reports
  • Resulted in a significant increase in attorney satisfaction with the IT department
  • Provided Trend Reports, Dashboards, Charts, and Metrics, which enabled quick action to keep attorneys productive
  • Provided an intuitive design that reduced IT training and administration costs
iZ3D Logo
  • Fast and easy deployment in a week despite significant customizations
  • Very affordable price point with a lower Total Cost of Ownership (TCO) and higher ROI than competitive offerings
  • Seamless integration with the iZ3D web site
  • Rich graphical views of data with Dashboards, Charts, and Metrics to allow iZ3D to focus on their customer service priorities
ContactWorks Logo
  • A single IT platform for a 24x7 worldwide outsourced customer service and support operation
  • Product and service differentiation in the very competitive outsourcing business to help ContactWorks win more business
  • Increased technical creditability with prospects
  • Expertise in customer service "best practices" to help win outsourcing contracts
The William and Flora Hewlett Foundation Logo
  • Decreased average time to close service requests by 40 percent
  • Increased first call resolution by 45 percent
  • Increased employee satisfaction with IT, Facilities, Human Resources, and other operations departments
  • Decreased call volume with employee accessible Internet portal knowledge base
Willams Lea Logo
  • A feature-rich, intuitive Web-native help desk application that allowed Williams Lea professionals to get up to speed with only one hour of training
  • Real-time reports that quickly measure service level metrics
  • High ROI through process automation
  • 100 percent uptime using Giva help desk software
  • First-class continuous product enhancements
Thacher Proffitt & Wood LLP Logo
  • Higher ROI over a two-year period verses purchasing and internally hosting a help desk application
  • Lower TCO by outsourcing non strategic applications
  • Significantly increased employee satisfaction with the help desk
  • 100 percent uptime using Giva 24x7
  • An additional layer of disaster protection and IT business continuity with third-party hosting
VirtuRad Logo
  • Increased integration between customers and field engineers throughout the country
  • Increased service responsiveness and increased customer satisfaction
  • Real-time reports, trend analysis, and business analytics to monitor customer satisfaction and other key metrics
  • Easy customization without programming or implementation consultants
Stroock & Stroock & Lavan Logo
  • Increased attorney satisfaction with IT support. Stroock maintains a 4.7 customer satisfaction rating by attorneys out of possible 5.0
  • One week firm-wide deployment
  • High ROI
  • Significant financial and personnel resources savings
  • Tools to solve problems at level 1
  • Lower leased line WAN costs
Dataram Corporation Logo
  • 70% decrease in total cost of ownership
  • 70% increase in productivity of customer service department
  • 50% increase in meeting service level agreements
  • 60% increase in teamwork between development and customer service departments
  • 40% increase in productivity by using the Giva knowledge base
Epstein Becker & Green, P.C. Logo
  • A total cost of ownership less than one-third the projected TCO of other help desk software solutions EB&G considered
  • One-week deployment with no impact on EB&G infrastructure
  • Integrated, highly customizable, and easy-to-use reports
  • A centralized help desk for all domestic offices
mindSHIFT Technologies Logo
  • A powerful, yet elegant hosted solution to manage customer service operations
  • A high level of service and understanding of the customer
  • High ROI
  • 100 percent uptime using Giva 24 x 7 x 365
  • Reduced customer support costs
  • Lower total cost of ownership with the Giva On Demand Software™ option Logo
  • One week set-up, customization, and deployment
  • Self-service employee Web portal to log service requests
  • Easy-to-learn solution that allowed IT professionals to get up to speed quickly
  • Enterprise-class features and functionality at a significantly lower total cost of ownership
  • 100 percent uptime without any problems