What impresses me most about Giva is their exceptional customer service and responsiveness to our needs. When I request modifications or new features, the team at Giva doesn't just listen—they act. Recently, I asked for changes to our Request for Change (RFC) reporting to include approval dates, and I was amazed to see this enhancement implemented in the next release. On a scale of 1 to 10, I'd rate Giva's customer service in the 9-10 range compared to our other software vendors. Their willingness to work directly with customers and incorporate feedback into product development is genuinely refreshing in today's software landscape.
The flexibility of Giva's RFC module has been particularly valuable as we work toward achieving ISO 27001 and SOC 2 audit certifications. The platform allows us to record and handle information appropriately, putting us on the right path for these critical compliance requirements. For a law firm operating in Delaware's fast-paced legal environment, having robust change management capabilities that support our audit requirements is essential, and Giva delivers exactly what we need.
Giva's dashboard customization capabilities have been a game-changer for our operations. I can log in and immediately see exactly what I need from a high-level perspective—SLA status, ticket counts for VIP customers, and other critical metrics that help both me and our help desk manager drive successful client service. The reporting functionality is equally impressive, allowing us to generate automated reports for our weekly change management meetings and SLA compliance reviews. These reports are delivered automatically to the right people, significantly reducing meeting preparation time and ensuring everyone has the data they need beforehand.
We've embraced Giva's AI Copilot capabilities and even implemented a custom integration with the International Legal Technology Association (ILTA) knowledge base, which has been tremendously helpful for our legal-specific software questions. This integration allows our help desk users to pull data from ILTA’s industry-specific forums, leading to faster resolution times and more accurate responses. Additionally, we're operating four different service desks beyond our standard IT help desk, including eDiscovery, Facilities, and KM/Library service desks, demonstrating Giva’s platform versatility.
Having previously worked with BMC Remedy and ServiceNow in larger organizations, I can confidently say that Giva fills the perfect sweet spot for medium-sized organizations like ours. While those enterprise solutions offer extensive capabilities, they require massive human capital investments to build and maintain. Giva provides the robust functionality we need without requiring it to be a full-time job to manage. The platform's HIPAA compliance, included at no additional cost, adds significant value and helps us meet the security certifications that our clients increasingly require. Review collected by and hosted on G2.com.
There currently isn't anything that I dislike about Giva Review collected by and hosted on G2.com.
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