Case Study: Dataram achieves 70% higher customer service productivity and 70% lower total cost of ownership with Giva

Dataram - Customer Case Study

Dataram Corporation, a long‑established manufacturer of computer memory and software serving 70 of the Fortune 100, needed a single customer-facing and internal IT solution as it launched a high‑volume RAMDisk product and a branded memory partnership with AMD. The company required a web self‑help portal and a detailed, 24x7 RMA workflow to let customers troubleshoot and submit RMAs online, reduce phone handling, and maintain high levels of technical support and customer satisfaction.

Dataram deployed the Giva Service Management Suite (eCustomerService, eKnowledgeManager, eHelpDesk) in the cloud, implemented in days with minimal training, replacing BMC Track‑It! and other options. The solution automated RMA processing, improved escalation and workflows, and delivered major gains: ~70% increase in customer‑service productivity and intuitiveness, ~70% lower total cost of ownership, 60% better teamwork, 50% higher SLA compliance, faster reporting (about 5 hours/month), improved knowledge‑base and development productivity, plus 100% uptime and rapid vendor support.

Dataram

Sam Maze

IT Director