Case Study: Gordon & Rees LLP achieves 80% better after-hours call capture and 50% more calls logged with Giva

Gordon & Rees LLP - Customer Case Study

Gordon & Rees is a national law firm supporting 1,200 employees across 27 offices that had outgrown its legacy call-tracking tool (BMC Track‑It!). The firm struggled to capture after‑hours and weekend support calls because technicians had to use a VPN and navigate a complex interface, and leadership needed a secure, cloud‑based solution with better reporting to support business continuity and staffing decisions.

Gordon & Rees deployed the Giva Service Management Suite in the cloud, eliminating the VPN step with an intuitive, fast interface, LDAP sync, and real‑time dashboards. The change delivered immediate gains: an 80% increase in after‑hours call capture, 50%+ more calls logged overall, ~40% faster ticket creation, 50% faster navigation/editing, a 30% boost from the knowledgebase, and a 60% improvement in SLA compliance—enabling better staffing, reporting, and IT productivity.

Gordon & Rees LLP

Floyd Withrow

Chief Information Officer