With Giva eHelpDesk, the average time to close a call has decreased by 40 percent and first call resolution has increased by 45 percent. The ROI generated by the Giva system is significant. We are getting a high return on our money everyday we use the system.
With Giva, we have lowered our cost of support and significantly increased employee satisfaction in our organization. This is a very significant accomplishment, and we would have not been able to do it without the Giva help desk and knowledgebase applications and its expertise.
The seamless integration between Giva eHelpDesk and Giva eKnowledgeManager is excellent. Agents can propose new knowledge articles while in the process of resolving a service request. By leveraging our own known solutions as well as those we purchased from a third-party, our agents are able to more quickly close service requests. With this knowledge management software, we are no longer reinventing solutions for the same problems as we did in the past.
When a knowledge article successfully solves a problem, the Giva knowledge management solution automatically increments its knowledge article "Problem Solving Score." Anybody who uses the knowledge base can also rate knowledge articles.
There are a number of other excellent reports and tools that help us manage the knowledge article approval cycle after knowledge is proposed. We can slice and dice the knowledge base to determine what is useful and should be maintained in the system and what we should discard. Reports also allow us to understand who in our organization is contributing knowledge with high "Problem Solving Scores" and "User Ratings."
We have significantly decreased the number of calls and increased customer satisfaction with our help desk by offering to our employees the Giva self-service Web portal. With this knowledge base, employees can search for answers, open service requests, and monitor their service requests from the portal.
In summary, we are very pleased with our decision to purchase Giva. We get a high level of support and dedication—in fact, they have surprised us with their very high level of responsiveness and attention. Hewlett Foundation is a very well satisfied customer.