Case Study: Athens Regional Health System achieves 90% SLA compliance and major IT productivity gains with Giva

Athens Regional Health System - Customer Case Study

Athens Regional Health System (ARHS) is one of northeast Georgia’s largest healthcare providers with 3,500 employees, about 100 IT staff and a 350+ bed acute-care facility serving a 17-county area. ARHS needed to replace a hard-to-maintain, in‑house help desk that couldn’t track SLAs, reassign tickets easily, generate flexible reports, convert email-to-ticket or provide effective self-service—while remaining HIPAA-compliant and easy to administer.

ARHS deployed the Giva cloud IT help desk and saw rapid, measurable gains: ~0.75 FTE saved in administration, 80% easier navigation, 50% faster request creation/assignment, 70% less time on reporting (saving 35 hours/month), 60% more info captured on first call, 90% SLA compliance, 35% fewer follow-ups, email-originated tickets dropped from 25% to 4%, and productivity increases (self-service ~30%, dashboards up to 50%); Giva support was rated 9/10.

Athens Regional Health System

Louis Duhé

Vice President & Chief Information Officer