Sunnyvale, CA December 10, 2015 - For MetroHealth System, HEAT Software was very limited as they grew and changed. They used it for requests and for incidents, but it did not support the other important processes they were deploying due to the high labour requirements and cost to properly customise it. They also did not have change management and relied on a very dated home grown web application, not did they have knowledge management in HEAT, and the asset management was also limited to PCs and printers.
They did a fair amount of integration with HEAT Software, but it required a lot of ongoing care in terms of managing and maintaining the system requiring a least one FTE and often more. Unfortunately, every time it needed upgrading, it was always last on the list to get resources because the business, clinical and EMR applications in the hospital are the top priority, and when they did perform upgrades for HEAT Software, they would usually break some functionality. They felt like they were moving backwards with HEAT Software.
They had to have one person who was dedicated to managing and maintaining HEAT Software and all the customisation required to keep it running. Eventually, they concluded they were not large enough to really have dedicated resources for an IT help desk ticketing tool, and really needed to give this responsibility to someone else. Their conclusion was to give the responsibility to a HIPAA compliant cloud service provider that specializes in ITIL help desk software.
"With Giva, in just a few hours a month, we can get better quality information/metrics and can use all that time to do more productive activities that will help reduce overall call volume," said Mike Norman, Senior Manager, Data Center Operations, MetroHealth System.
"We looked at pretty much all of the well-known ones such as BMC® Remedy Service Management™, ServiceNow® Service Management™, HP® Service Manager™, HP® Service Anywhere on SaaS™, CA® Cloud Service Management™, CA® Service Desk Manager™, BMC® FootPrints™, Salesforce.com® RemedyForce™, Manage Engine® Service Desk Plus™ and SysAid®.," said Mike Norman, Senior Manager, Data Center Operations, MetroHealth System. "Since we are a public entity, we had to issue an RFP for a project of this size. When we carefully reviewed and evaluated the RFP responses, we concluded that Giva was the product that had the most flexibility and to us that was really the key. No product was the perfect fit, but Giva won the RPF because it was an excellent fit from the standpoint of their feature set and modules and they were a trusted partner we could work with to implement the product. They also had a track record with other healthcare and hospital customers and were also open to working directly with our hospital to further enhance the product by listening to our feedback. [Click to download the case study.]
"With Giva's HIPAA compliant help desk software, it was 50% faster to get up and running as compared to other service desk tools I've set-up because the Giva Service Management Suite is fairly flexible and we can do most of the work on our own. There is no coding, scripting, etc. One of the things that we like about Giva as compared to other products is it does not require as much assistance from the vendor. We are saving at least 1 FTE and maybe more with Giva due to the minimum amount of ongoing labour required to maintain it.
"Giva uses an Agile Software Development lifecycle so they put out a new release every 3 weeks. None of the other vendors were putting out new releases with this frequency. We see new features and functionality on a regular basis and we have had 100% backwards compatibility in all the new releases. None of our current configurations and customisations have been compromised. The Giva upgrades have been completely seamless.
"The reporting and metrics available in Giva is a very big differentiator and we all love it! With Giva, we can easily create, save, share, download, email or schedule reports to run automatically. It's ease of use allows IT users and managers to get the reports they need without having to train and maintain a reporting specialist. We could not do that with HEAT Software as we had to have a report “Guru” to run the reports and manage the whole reporting process. Previously, in HEAT Software, our Service Desk Manager use to have to spend about a week every month just pulling reports. With Giva, in just a few hours a month, we can get better quality information/metrics and can use all that time to do more productive activities that will help reduce overall call volume."
Founded in 1999, Giva was among the first to provide a suite of help desk and customer service/call centre 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. Customisation 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 Sunnyvale, California serving delighted customers worldwide.