Santa Clara, CA (PRWEB) July 9, 2013 - Invivo Corporation has increased the productivity of its customer service department by approximately 70% by implementing the Giva cloud customer service suite, including eCustomerService™, eKnowledgeManager™ and eAssetManager™. Productivity improvements come from automation that eliminates many manual steps, tracking the installed base of 11,000 customers, providing instant visibility to critical customer service issues and better measurement of customer service team productivity.
"The Giva reports and dashboards have increased the customer service department's productivity by over 70%," said Terri Schweiger, Manager Technical Support
Invivo is the market leader in the design and manufacture of RF coils, MRI-compatible patient vital signs monitors, bedside monitoring and telemetry products for hospitals and healthcare organizations. As a wholly owned subsidiary of Philips Medical Systems, Invivo provides customer service to customers around the world.
"The Giva reports and dashboards have increased the customer service department's productivity by over 70%", said Terri Schweiger, Manager Technical Support. "Furthermore, Giva has helped our Field Service Engineers increase their productivity by over 40%. I have eliminated over 30 hours per month of work generating reports to monitor key trends/score cards. With Giva, our productivity has increase 60% in managing our service level agreements (SLAs)." [Click to Download the case study.]
Invivo can customize Giva to the "Nth" degree with no coding or consultants due to Giva's intuitiveness and easy administration. For example, Invivo easily added 35 custom fields and then generated, saved and shared reports with those newly-formatted fields. But despite this kind of flexibility, the entire cloud customer service suite is extremely simple to use. Giva trained Invivo agents to be productive in only thirty minute training sessions; and with just a bit more self-discovery, agents were truly fluent with Giva in just one hour.
"Giva 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", Schweiger said. "We have also increased our support revenue generation with the eAssetManager 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."
Field Service Engineers use Giva to track their billable/non-billable time along with their travel expenses. As a result, Invivo is realizing support services revenue and travel expense reimbursement at a much higher level, and have better control over managing travel spending. Invivo is also using Giva to better price their support contracts since they can now determine the cost of warranty service provided to each customer.
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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