Giva HelpDesk has greatly contributed to raising our level of customer satisfaction with our attorneys. The Giva help desk solution has been a valuable tool in our impressive turnaround and continued success.
We chose the Giva On Demand Software option and have been able to significantly lower our costs. We estimate that we have generated a 60 percent higher ROI from the money we invested in Giva over two years versus using an in-house help desk solution.
Since April 2001 we have been using Giva HelpDesk to log all calls. It gives us accountability and provides us management reporting capabilities. We now maintain a first call resolution rate of over 80 percent and a customer satisfaction rating of 4.9 out of a possible 5.0. Thanks to Giva HelpDesk, over a two-year period, we have been able to significantly increase employee satisfaction with our IT help desk.
Giva HelpDesk has been very reliable—we have not experienced any downtime using the application 24 hours per day since April 2001. Even during the August 2003 blackout in New York City, Giva HelpDesk was available. After the blackout, we had one less application to bring back online.
Giva continues to make improvements on its help desk software. Giva has consistently accepted our feedback and generally provided us with new functionality or suggested an acceptable alternative solution to meet our evolving needs. This continues to make Giva a very cost effective solution—especially since we do not have to dedicate developers to maintain the application.
By collaborating with customers, Giva gets a wide variety of ideas and creative insight enabling it to develop useful solutions for the real world. The folks at Giva continually push our creative boundaries, seeking innovative approaches and strategies to achieve the highest standard of customer service. We are well satisfied with our decision to deploy Giva HelpDesk and Giva KnowledgeManager.
We were initially skeptical of an application service provider approach. However, Giva HelpDesk and Giva KnowledgeManager are superb and we have easily integrated them into our firm. Working with Giva, we deployed the help desk software suite in about five days. Giva has the fastest time to deployment of any application that we have implemented on an enterprise-wide basis. It's reliable and full of many innovative features not available in other products we've evaluated.
Giva Easy Three Click Reporting gives us great information about our organization and is very easy to use. With the information available from Giva, we now know why calls occur and have been able to take systemic related steps to reduce the overall call volume.
We've crunched the numbers. We know we are saving a lot of money using the Giva Service Management Suite versus other enterprise-class knowledge base and help desk software products.
Over the past 5 years, we have been receiving regular visits from our Giva account managers. They take a strong interest in how we are using
Giva solutions, our level of satisfaction, and are always looking for product feedback from SRZ. The follow-up from these visits has been excellent. Our feedback has been accepted and implemented on a timely basis. Giva cares a great deal about our ongoing needs and requirements.
Giva has exceeded our expectations in all areas.