We considered both the Giva On Demand Software option as well as hosting the applications on our own infrastructure. We did a detailed total cost of ownership analysis that included all the hard and soft costs. The economics were self-evident—we will get dramatic savings with the Giva On Demand Software option. This exercise showed us the true costs of installing, managing, and maintaining hardware and software.
The Giva Service Management Suite was easy and fast to deploy for our geographically dispersed workforce. Our customers and employees can access Giva anytime, anywhere in the world, with just a standard Web browser.
At the same time, we have full control over all the applications and administration and the ability to customise them to meet our unique needs. Working with Giva, we only needed about a week to configure and customise all the products to meet our needs—we did not even need to do any programming. All the administration is point-and-click and based on common Web metaphors. There is no customer software to install, manage, maintain or upgrade. As a result, we anticipate generating a rapid ROI.
We have customer service and support organisations on both east and west coasts and customers all over the nation. Allowing our customers to access the Web-native Giva eKnowledgeManager knowledge base software helps us decrease our call volume and increase customer satisfaction.
Giva did not have some functionality that was an important part of our requirements. However, they were able to eventually meet these requirements by asking us to provide details for their R&D team. We were impressed with the fact that they committed to do this work and then they actually did it in a reasonable turnaround time.
We are just beginning to use Giva real-time reports to measure a number of key metrics such as first call resolution, SLA compliance, and customer satisfaction. Root cause analytics allow us to identify how we can take action to reduce calls and further increase customer satisfaction. Trend reports allow us to follow our progress over time and report results to our senior management in an elegant report format with graphics and charts. Giva real-time reports are a significant benefit that other vendors do not provide. Also, once we run Giva reports, we can easily download the data for further analysis or reformat it to meet our specific needs.
The Giva Service Management Suite is a highly reliable solution which meets the demanding and high expectations of our customers. Giva provides exceptional service and support. When Giva makes commitments they consistently meet them. They have earned our trust by being attentive and responsive to our suggestions, concerns, and questions.
At PCTS, our products are used in mission critical applications. We needed a help desk and customer service solution provider that we could trust with such a high level of expectation from our end-user customers. We also needed a highly reliable product with exceptional service and support. We have found both of these with Giva.
In summary, we purchased a highly reliable product suite with a great deal of functionality at a low total cost of ownership from a company that provides exceptional service. We are very pleased with our experience with Giva.