Case Study: EDIMS achieves dramatic productivity gains and 50% faster case handling with Giva Service Management Suite

EDIMS - Cusotmer Case Study

EDIMS, a provider of EHR systems used by over 2,000 emergency department physicians and staff, needed a faster, more reliable customer service platform to support time-critical calls. Their prior use of Salesforce Service Cloud proved slow, cumbersome (multiple screens per case), and limited in reporting and dashboards, costing the team more than 24 hours per month to prepare reports and hindering real-time support and escalation.

Deploying the Giva Service Management Suite in the cloud delivered dramatically better usability and performance: case creation dropped by about 50% (to under one minute), application responsiveness doubled, and real-time dashboards and reports eliminated the 24+ hours/month reporting burden while boosting productivity ~30%. Onboarding and maintenance were much faster (85% and 50% improvements), knowledge-article workflows became ~80% easier, surveys and ticketing features improved visibility, and Giva’s support and uptime met EDIMS’ demanding 24x7 needs.

EDIMS

Chris Jerry

Support Center Manager