Santa Clara, CA (PRWEB) April 30, 2013 - Cloud vendor, Giva®, today announced a new website video highlighting Giva's robust, fast and painless reporting for higher quality decision-making with the Giva Service Management™ Suite which is Giva's cloud computing SaaS (Software-as-a-Service) solution for IT service management for law firms, healthcare institutions and other high visibility professional firms.
"Overall, IT productivity has increased substantially and our effectiveness in managing our support service requests has improved over 70% from using Giva's dashboard, easy service request input and real-time reports", said Floyd Withrow, Chief Information Officer, Gordon & Rees. "Prior to using Giva, we were using BMC® Track-It!™ by Numara Software for our call tracking solution for over six years. The Giva reports are much more meaningful to me since we are now more accurately capturing all of our support calls. I know that we are more accurately measuring major events and the real cost to the organization. With BMC Track-It!, we could not accurately measure major events. Further, Giva has a number of excellent tools, metrics, and reports that allow us to understand the impact and have a full picture of these large scale incidents that affect many users and offices in the firm. This is an enormous benefit of Giva as compared to BMC Track-It! Giva also allows me to deploy and justify my staffing and resource plans with key metrics, trends and reports." [Click to download the case study.]
"Overall, IT productivity has increased substantially and our effectiveness in managing our support service requests has improved over 70% from using Giva's dashboard, easy service request input and real-time reports, said Floyd Withrow, CIO
The Gordon & Rees IT Team's reported results also included an 80% increase in capturing after hours calls, a 60% increase in meeting service level agreements (SLAs), a 50% increase in the number of calls being logged, a 50% increase in the speed to navigate, find knowledge articles, and edit service requests, and a 40% increase in the speed of opening service requests, among other significant improvements.
Giva's cloud solution significantly benefits information technology organizations which like to focus on increasing first contact resolution, increasing customer satisfaction, decreasing call volume with root cause analysis and exceeding service level agreements (SLAs). Giva reports feature full color, high contrast charts and graphs that allow for more graphically driven data presentation to better understand relationships between all the data.
IT and customer service teams are very busy and do not have the time to figure out all the right metrics/KPIs for your organization and then specify and code reports or wade through the 100's of report templates. Also, with Giva, you can schedule and receive via email real-time reports on an hourly, daily, weekly, monthly or quarterly basis.
"Giva reporting is extremely easy-to-use and does not require a company "Report Guru", said Ron Avignone, founder of Giva, Inc. "Metrics, business analytics and key performance indicators allow leaders to better identify emerging problems, issues, trends and patterns so that systemic changes can be made. Giva's robust, fast and painless reporting quickly measures team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Giva makes it so very easy to quickly build, run, share and review reports. IT and customer service leaders can also measure differences in performance between individuals and teams with data driven objectivity to know who to reward and who to coach."
Learn more by taking a tour of Giva eHelpDesk or sign-up for a 30 day trial of Giva.
Founded in 1999, Giva was among the first to provide a suite of help desk and customer service/call center applications architected for the cloud. Now, with hundreds of customer driven releases, the Giva Service Management™ Suite delivers an intuitive, easy-to-use design that can be deployed in just days and requires only one hour of training. Giva's robust, fast and painless reporting/analytics/KPIs quickly measure team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Customization and configuration are all point and click with no programming or consultants required to deliver a substantially lower total cost of ownership. Giva is a private company headquartered in Santa Clara, California serving delighted customers worldwide.
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