Stroock carefully evaluated different help desk software solutions and spoke with industry peers. It also contemplated the financial and personnel resources that would be required for the upgrade of its current system. After careful analysis, Stroock selected Giva HelpDesk.
Giva worked with Stroock to quickly deploy the Giva help desk software across the firm within a week. The Giva help desk solution was easy to configure and Giva trained Stroock's New York City IT staff in only a few hours.
The ease of use of the Giva help desk solution allows Stroock to rapidly assign service requests to the appropriate IT person. By allowing the help desk to rapidly open, assign, monitor, and close service requests, Giva Tsunami Ticket™ saves time and increases help desk productivity during major outages that affect many employees.
The Giva help desk solution is highly customisable to meet Stroock's unique needs. For example, Stroock has developed its own customer satisfaction survey. The results are automatically tabulated in an easy-to-use report, and Stroock carefully monitors their customer satisfaction ratings. Giva tools and reports allow Stroock to maintain a real-time pulse on this important metric, and Stroock is currently maintaining a 4.7 out of a possible 5.0 for customer satisfaction ratings and consistently meeting their service level agreements.
Even though Giva hosts the application, Stroock has complete control over all administration and can fully customise the help desk software to meet its requirements. The application is very fast and allows the Stroock help desk to rapidly open several service requests at the same time.
The Giva help desk application has excellent reporting capabilities that are very easy to use. Whether in or out of the office, Stroock managers can, with a few clicks, obtain real-time actionable reports, trend analyses, and insights into their organisation. This allows Stroock to perform proactive problem and incident management by identifying key areas of concern. With the real-time information available from Giva reports, Stroock knows what steps to take to lower its costs and increase customer satisfaction. Best of all, no additional software is required for Giva reports – Giva has its own integrated reporting engine.