The ease of use of Giva is the number one feature benefit for us. Giva spent about 30 minutes per training session to train groups of our IT team. After the training sessions, our IT people were able to use Giva proficiently, and they have learned more of the advanced features as they further engaged with Giva. Giva is very easy to learn.
With Giva's intuitive interface, we can more quickly enter, retrieve and resolve tickets. As a result, the number of tickets that remain open from day-to-day has decreased by over 70%. Our first contact resolution has increased by 65%, which has also been assisted by Giva's helpful knowledgebase solution. Giva has made our entire IT team and its internal workflow measurably more efficient and productive.
Moreover, with using Giva, we have increased the customer satisfaction of our attorneys and staff by over 60% and they are happier than they have ever been with IT during my 16-year tenure as CIO.
We are using Giva's Service Level Agreements (SLAs) to better prioritise requests and the user interface's colour-coded icons to make sure that requests are addressed before the SLA is breached. Some other vendors have these functions. However, Giva has implemented their workflows, grids, charts and other monitoring tools in an intuitive, slick and simple way, similar to the Apple Computer iPhone and iPad user interface design. Giva is not just another service desk vendor-- it is eminently clear that Giva has "thought differently" about the IT Service Desk market by creating such an intuitive cloud application. Our IT team and thus our customers have experienced the impressive benefits of that aspect of the software.
One specific innovation is where Giva has flipped opening a service request on its head by starting with the name of an employee instead of a description of the problem. With this unique workflow, we only have to view a single employeecentric screen, which contains profile details, service request histories, related knowledge FAQs, assets, and requests for change. This helps us to quickly evaluate and resolve the incident or problem. In comparison, navigation in BMC FootPrints was much more complex, requiring multiple screens and clicks, especially for creating a service request, which sometimes required five or more different screens.
Giva has taken a radically intuitive and "people friendly" approach as compared to the rest of the service desk industry. Before selecting Giva, we carefully evaluated BMC® Remedy™, BMC® Remedyforce Service Desk™, FrontRange® HEAT, Dell® Kace™, Dell® ScriptLogic Help Desk Authority™ , Kaseya® Service Desk™ and Triactive® Desktop Management Suite™. We did a very thorough analysis before selecting Giva, and no other vendor came close to its intuitive design.