Our first objective with Giva was to focus on getting our Level 1 organisation reoriented to opening service requests for every incident, even in the evenings and on weekends. With Giva, we have eliminated a time consuming step of logging into our VPN. Since Giva can be securely accessed from anywhere in the world, remote access in to our firm network is not required. Giva also has a very intuitive and easy-to-use interface that allows our agents to quickly log service requests with little effort. As a result, we have had an 80% increase in the number of service requests logged during evenings and weekends. Using Giva's trends reports and metrics, I have made staffing changes and been able to properly rebalance resources allocated to after-hours and weekend technical support.
One of the key reasons we selected Giva was the ease-of-use and very visual nature of all the screens and how Giva presents them very differently than the other vendors that we evaluated. Giva takes advantage of the screen real estate without being overwhelming with too many details, and it is very easy to complete a service request, starting at the top and quickly moving to the bottom, in less than thirty seconds. Giva's design is very balanced, intuitive, and aesthetically pleasing and allows our team be more productive and encourages widespread use and acceptance by our IT users, who have embraced using the Giva cloud application.
One significant business result of this is that on an overall basis, taking into consideration calls during business hour, after hours and weekends, we are now logging over 50% more calls with Giva than with BMC Track-It!. This has been an enormous benefit to the IT group, and now our reports are an order of magnitude more accurate, and in turn much more useful.
The Giva Quick Ticket™ and Tsunami Ticket™ have allow us to exponentially increase the speed that we can open up service requests as compared to when we were using BMC Track-It!, which had some templates that we could have used to set up quick tickets, but required significant setup to use effectively, and as a result were infrequently utilised. We have been able to create service requests approximately 40% faster on average in Giva than with BMC Track-It!
It is also 50% faster to navigate, find knowledge articles, and edit service requests in Giva when compared to BMC Track-It! The extensive library of keyboard shortcuts further helps the speed in creating and editing service requests. When searching for knowledge articles or previously created service requests, Giva has a "Google-like" interface that allows us to retrieve clear and concise information with high relevancy rankings related to the search criteria. In summary, our Level 1 agents have increased their daily service request management productivity over 50% by using Giva as compared to BMC Track-It!
Shortly, we are going to start using the Giva customer satisfaction survey and related trend reports, which we know will enhance the value we provide to attorneys and staff and will enable us to better grade and differentiate the performance of our Level 1 and Level 2 agents. This will help raise the bar on the level of performance of the entire IT department and will be a very valuable tool when integrated with our current personnel performance and evaluation methods.