For us, Giva was 70% easier to get up and running as compared to other cloud applications. Giva deployed very quickly and very simply, despite our requirements for a high degree of customisation. Also, we were able to rapidly import 11,000 detailed customer profiles as well as a history of 30,000 previous service requests so we would have data for comparative reporting purposes.
We found Giva to have so much flexibility and customisation capability, which require no technical skills. We can customise Giva to the "Nth" degree
with little or no assistance from technical support. For example, I can personally add new fields to Giva and then generate, save and share reports with those newly-formatted fields. This kind of ease of use and intuitiveness is very valuable to us and is intrinsic throughout the entire suite of Giva applications. But despite this kind of flexibility, the entire suite of applications is extremely simple to use. Giva trained our agents to be productive in only a few 30 minute training sessions; and with just a bit more self-discovery, our agents were truly fluent with Giva in just one hour. All our agents are very pleased, and Giva has helped their productivity significantly increase.
With Giva, we can have the relevant information in front of our agents, thereby allowing them to more quickly open cases. Our agents can view 50 or more records in a single page, and as necessary, can drill down to obtain more detailed information. The screen workflow in Giva is highly intuitive and well thought out, which leads to shorter and more productive calls with customers.
Invivo has integrated our Field Service Engineer trip reports into Giva by adding a number of custom fields, which was simple to do and did not require any coding or professional service work from Giva or outside consultants. With these fields and several reports, Giva has helped our Field Service Engineers increase their productivity by over 40%.
All the work our Field Service Engineers perform onsite is accurately captured in Giva and is shared as needed. We use the Giva AssetManager module to monitor our installed base of technical products at all customer locations around the world. We used Giva's unique and intuitive fast form deploy capability to quickly build a custom asset form with 35 fields, which only required about 1 hour of work and no coding.
The Giva AssetManager module is extremely easy to learn with very little training, and is easy to use and intuitive when compared with other systems that we evaluated. We can search any of the 35 custom fields in the installed base on any criteria. When any of our installed base products are modified, upgraded, repaired, etc., permanent notes are booked to the respective product profiles so we know exactly all the changes made by our Field Service Engineers. This has significantly increased our productivity and customer satisfaction as Giva is the single "source of truth" for our installed base.
We have also increased our support revenue generation with the AssetManager module. For example, we can quickly run a report on each product serial number to determine when support contracts are about to expire, which we provide to our sales teams, who can then engage with customers. Also, when our customer service agents are speaking with customers, they can quickly and effortlessly determine if a product is covered by a support entitlement agreement; and if it is not, then they can ask for a purchase order to extend the support agreement. This has helped us make sure that we are meeting our support commitments and generating new support revenues that are consistent with customer expectations.
With Giva, we have a very comprehensive profile of each of our 11,000 customers. In just one click, we can view the last time they called, their complete service request history going back years, contract information, service entitlements, and equipment purchased. All of this information is easy to maintain in Giva. With Giva's REST based API, we can push and pull information to and from Giva and our SAP system or any another application as a feed; and so, we may integrate Giva with our SAP in the coming year. Since our Field Service Engineers and agents document all customer interactions in Giva, this integration would help us share all this valuable customer information throughout Invivo.
Once again, Giva is very easy to use and intuitive, and quick and cost-efficient to set up and customise. It is a highly visual product with icons and "human friendly formats" that remind me of the Apple genre, with a clean, easy, elegant and simple to use interface.