Sunnyvale, CA October 29, 2015 - Although using BMC&ref TrackIt!™ for many years, Dataram Corporation replaces TrackIt! with Giva's® cloud-based customer service software application eCustomerService™. Dataram needed to provide a self-help portal so that both sets of new customers could first go to the Web to do some trouble shooting and then open a service request, if they could not find a solution to their problem on Dataram's web site. They also wanted a customer service tool that could be used for their internal IT help desk as well, as they did not want to maintain two different applications, and given their IT department is involved in supporting some aspects of each of their products.
With BMC TrackIT! not able to meet their new requirements, Dataram began to look for a replacement too; and after comparing the capability and cost of Giva to BMC TrackIT!®, BMC FootPrints®, ZenDesk®, SysAid®, Manage Engine Service Desk Plus® and FrontRange HEAT®, Giva was the best and most cost effective solution that met their expectations.
"We have had a 70% increase in customer service productivity using Giva; we have had a 60% increase in teamwork between customer service, level 2 and the development department; and our organization is 50% more productive using the Giva dashboards," said Sam Maze, IT Director, Dataram.
"We have had a 70% increase in customer service productivity using Giva," said Sam Maze, IT Director, Dataram Corporatino. "The RMA web form is completed by the customer and then submitted from the Web. This form is highly detailed and requires that the customer complete specific information so the RMA can be efficiently processed without a customer service agent needing to have a phone call. We have had a 60% increase in teamwork between customer service, level 2 and the development department. We can now better document, track, escalate and resolve any customer issue in a timely manner. We have had a 40% increase in the effectiveness and productivity of the development department. The level 3 technical support is our development team. This team is our most expensive resource so we want to utilize their time judiciously. Giva has allowed us to implement a new workflow process to better utilize development and keep them well focused on the right priorities thereby incurring lower technical support costs and higher customer satisfaction. [Click to download the case study.]
"Our organization is 50% more productive using the Giva dashboards. We get well summarized information that helps us better manage our customer relationships. The dashboards in Giva are better than anything offered in competitive products that we reviewed.
"My productivity has increase 60% using Giva reports. I can very easily provide our senior leadership with exactly the metrics and KPIs that they want and also some additional metrics that we never measured in the past until using Giva. The reports provide an exceptional monitoring tool for us to know exactly the workload of each department. We can also measure department, service group and individual service level agreement respond and resolve performance. I spend only 5 hours month running reports and I can easily obtain outstanding and actionable information from Giva. The breath of reports allows me to understand both the internal IT help desk and customer service organizations. I can easily create my own versions of reports with just two clicks and instantly share them with my colleagues.
"In summary, Giva is a very cost effective solution and we do not have to worry about managing and maintaining servers and application software. Giva is an exceptional cloud service that works great for us. We are very happy with Giva."
Founded in 1999, Giva was among the first to provide a suite of help desk and customer service/call center applications architected for the cloud. Now, with hundreds of customer driven releases, the Giva Service Management™ Suite delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership. Giva is a private company headquartered in Sunnyvale, California serving delighted customers worldwide.