Help Desk
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Cloud Help Desk Software Case Studies


MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 50% increase in productivity by using Giva's integrated custom forms
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
Saint Elizabeth Health Care Logo
  • 90% reduction in the time required to configure/customise Giva
  • 50% lower TCO (total cost of ownership) over a three year period
  • 100% application uptime using Giva nearly 24x7
  • 40% increase in productivity of the IT service desk team by using Giva reports and dashboards
Gordon & Rees LLP Logo
  • 80% increase in capturing after hours & weekend calls due to anytime/anywhere access & Giva's intuitive design
  • 70% increase in support issue management productivity from using the Giva dashboard & real-time reports
  • 60% increase in meeting Service Level Agreements (SLAs)
  • 50% increase in the number of calls being logged
San Jacinto Community College Logo
  • 75% reduction in time to deploy Giva's incident and problem management modules
  • Saved 1 FTE position due to significantly less ongoing administration/maintenance and easier to use reporting
  • Significant reduction in the Total Cost of Ownership (TCO)
  • No coding required for integrating Active Directory using the Giva LDAP Synchronization Tool
Lewis Roca Rothgerber LLP Logo
  • 70% increase in attorney and staff customer satisfaction with IT
  • 70% increase in overall IT productivity
  • Eliminated 8 hours per week generating reports
  • 80% increase in information quality in reports/metrics/KPIs
  • 70% increase in meeting service level agreements
  • 80% easier to use knowledge base for trouble shooting
Miles & Stockbridge P.C. Logo
  • 70% cost savings when considering the total cost of ownership (TCO) over a 3 year period
  • 70% increase in IT productivity in using the dashboards and real-time reports
  • 70% decrease in number of tickets that remain open from day-to-day
  • 65% increase in first call resolution metrics
Westway Group, Inc. Logo
  • 70% decrease in labor costs by tracking IT changes with Giva
  • 80% decrease in IT auditing costs estimated for next year's public accounting firm audit
  • Significantly increased IT infrastructure uptime
  • Real-time Trend Reports, Dashboards, Charts, and Metrics, which enable visibility of all global Requests for Change
Patient Care Technology Systems Logo
  • An ITIL-compliant help desk and customer service solution that helped PCTS deliver extraordinary service to mission-critical operating and emergency rooms nationwide
  • Multiple service desks for its internal IT help desk and customer service organizations
  • One-week deployment for a geographically dispersed workforce
  • Rapid ROI
Russell Reynolds Associates Logo
  • A Web-native help desk software solution to support business operations in offices including New York, Chicago, Tokyo, Sydney, and other major cities in Europe and Asia
  • Exceptional ease-of-use and Giva Easy Three Click Reporting™ that provides trend analysis to help improve service and support worldwide
  • Worldwide implementation in six days
Schulte Roth & Zabel LLP Logo
  • 60 percent higher ROI than competing help desk software applications
  • Tools to maintain an 80 percent first call resolution rate
  • An 85 percent increase in attorney satisfaction with IT support and the ability to maintain a 4.9 customers satisfaction rating from attorneys out of possible 5.0
  • 100 percent uptime using the Giva Web-based help desk solution 24 hours/day
Sills Cummis & Gross P.C. Logo
  • Resulted in a 35% decrease in labor hours required to generate monthly and ad hoc reports
  • Resulted in a significant increase in attorney satisfaction with the IT department
  • Provided Trend Reports, Dashboards, Charts, and Metrics, which enabled quick action to keep attorneys productive
  • Provided an intuitive design that reduced IT training and administration costs
The William and Flora Hewlett Foundation Logo
  • Decreased average time to close service requests by 40 percent
  • Increased first call resolution by 45 percent
  • Increased employee satisfaction with IT, Facilities, Human Resources, and other operations departments
  • Decreased call volume with employee accessible Internet portal knowledge base
Willams Lea Logo
  • A feature-rich, intuitive Web-native help desk application that allowed Williams Lea professionals to get up to speed with only one hour of training
  • Real-time reports that quickly measure service level metrics
  • High ROI through process automation
  • 100 percent uptime using Giva help desk software
  • First-class continuous product enhancements
Thacher Proffitt & Wood LLP Logo
  • Higher ROI over a two-year period verses purchasing and internally hosting a help desk application
  • Lower TCO by outsourcing non strategic applications
  • Significantly increased employee satisfaction with the help desk
  • 100 percent uptime using Giva 24x7
  • An additional layer of disaster protection and IT business continuity with third-party hosting
Stroock & Stroock & Lavan Logo
  • Increased attorney satisfaction with IT support. Stroock maintains a 4.7 customer satisfaction rating by attorneys out of possible 5.0
  • One week firm-wide deployment
  • High ROI
  • Significant financial and personnel resources savings
  • Tools to solve problems at level 1
  • Lower leased line WAN costs Logo
  • One week set-up, customisation, and deployment
  • Self-service employee Web portal to log service requests
  • Easy-to-learn solution that allowed IT professionals to get up to speed quickly
  • Enterprise-class features and functionality at a significantly lower total cost of ownership
  • 100 percent uptime without any problems


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