Case Study: Invivo achieves 70% productivity gains and faster SLA management with Giva Service Management Suite

Invivo - Customer Case Study

Invivo Corporation, a Philips Medical Systems subsidiary and market leader in RF coils, MRI-compatible patient monitors and telemetry products, supports over 11,000 customers worldwide. As their business grew, their internally developed service app couldn’t keep up with reporting, SLA management or real-time visibility—forcing 30 hours/month of manual report work and risking slow response on time-sensitive equipment outages that affect patient care.

Invivo deployed the Giva Service Management Suite in the cloud, quickly importing 11,000 customer profiles and 30,000 service histories and customizing workflows without coding. The result: rapid agent onboarding and real-time dashboards that eliminated 30 hours/month of reporting, delivered a 70% boost in reporting productivity, 60% improvement in SLA management, 40% higher Field Service Engineer productivity, 70% easier deployment versus other cloud apps, better support and new revenue opportunities from improved asset and contract visibility.

Invivo

Michael Kircher

Vice President, Customer Service