IT Help Desk & Customer Service in the Cloud
- Deploy in days, train in 1 hour
- Robust, fast & painless reporting for higher quality decision-making
- Highly customisable without programming or consultants
Intuitive Cloud Service Desk Dashboard
Some of the chief concerns we hear from people just like you is your frustration with obtaining constant visibility to critical issues. Sound familiar? Giva's Home Page Dashboard provides constant visibility to hot spots and highlights critical issues with charts, metrics and analytics.
Ticket Creation Made Simple
We have people on our team just like you who have years of experience in the help desk and customer service trenches so they know that speed and simplicity really matters. As a result, we have built very clean and intuitive screens. We have a seamlessly integrated knowledge base to help quickly resolve issues and other tools like scheduled tasks, macros, parent/child tickets, Tsunami tickets, quick tickets, and quick resolutions to speed resolution, streamline workflows and increase customer satisfaction.
Standard and Easily Customised Reports
We know that you need to measure the service desk's performance with metrics, charts and graphs to reward stakeholders and take action when necessary. Giva Reports help you reduce the amount of time spent building, customising and routinely running Reports. Our visual Reporting tools allow you to analyze data, understand relationships and proactively highlight trends and patterns early on.
Each report features our Giva Easy Three-Click Reporting™ engine that allows you to quickly build standard and completely customisable Report queries.
Staff Performance Reports
Giva's Staff Performance Reports provide analytics and deep insights to better lead your organisation and manage all the important aspects of employee performance. The Reports offer objective statistics with drill down capability to measure the performance and capability of Giva agents. Over a reasonable time period, these metrics and analytics can objectively measure differences in agent capability, productivity, focus, initiative, diligence and customer satisfaction.
These reports also make it easy for CIOs or VPs of Customer Service to measure individual and performance in real-time and after issues are closed. This encourages the full engagement of level 1-2-3 resources and eliminates finger pointing and blame.
Easy to Customise and Configure to Your Needs
Your help desk or customer service system has to be flexible and adapt to the way you run your organisation. Customisable applications are great, but if they are not easy to use and maintain, then they will cost a lot of time and money over the long run. With Giva, you can define business rules and customise the workflow based upon how your organisation works. Giva's built for small, medium and large organisations. For example, a five person department can be up and running on Giva in just hours or an organisation with a hundred IT or customer service people can start using Giva in just days.
Client Success
- 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
- Increased to 90% achievement in meeting service level agreements
- 70% reduction in generating reports and admin; eliminated 35 hours/month
- 50% faster to create/assign a service request
- 60% increase in information captured during the initial phone call
- 50% increase in the number of service requests created due to intuitive design
- 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