Cloud Help Desk & Customer Service Software Case Studies
Learn about the Giva Difference from real customers
- 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
- 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
- 80% increase in productivity by using Giva's dashboards and reports
- 60% increase in meeting service level agreements
- 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
- 50% increase in productivity by using Giva's integrated custom forms
- A 100 percent Web-based call centre 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
- 90% reduction in the time required to configure/customise Giva
- 50% lower TCO over a three year period
- 40% increase in productivity of the IT service desk team by using Giva reports and dashboards
- 100% application uptime using Giva nearly 24x7
- 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
- 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
- 80% increase in capturing off-hour calls due to anytime/anywhere access & Giva's intuitive design
- 70% increase in support management productivity using the Giva dashboard & real-time reports
- 60% increase in meeting Service Level Agreements
- 50% increase in the number of calls being logged
- 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
- 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
- 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
- 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
- 65% increase in first call resolution metrics
- 70% decrease in number of tickets that remain open from day-to-day
- 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 centre team productivity using dashboards
- Spend just 20 minutes/week generating reports with actionable information
- 70% decrease in labour 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
- 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 organisations
- One-week deployment for a geographically dispersed workforce
- Rapid ROI
- 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™ that provides trend analysis to help improve service and support worldwide
- Worldwide implementation in six days
- 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% uptime using the Giva Web-based help desk solution 24 hours/day
- 35% decrease in labour hours required to generate monthly and ad hoc reports
- 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
- Fast and easy deployment in a week despite significant customisations
- 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
- 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 practises" to help win outsourcing contracts
- 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
- 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% uptime using Giva help desk software
- First-class continuous product enhancements
- 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% uptime using Giva 24x7
- An additional layer of disaster protection and IT business continuity with third-party hosting
- 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 customisation without programming or implementation consultants
- 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
- 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
- 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 customisable, and easy-to-use reports
- A centralised help desk for all domestic offices
- A powerful, yet elegant hosted solution to manage customer service operations
- A high level of service and understanding of the customer
- High ROI
- 100% uptime using Giva 24 x 7 x 365
- Reduced customer support costs
- Lower total cost of ownership with the Giva On Demand Software™ option
- One week set-up, customisation, and deployment
- Self-service employee Web portal to log service requests
- Easy-to-learn solution that allowed Art.com IT professionals to get up to speed quickly
- Enterprise-class features and functionality at a significantly lower total cost of ownership
- 100% uptime without any problems