Case Study: Lewis Roca Rothgerber achieves 70% higher attorney and staff satisfaction and 70% greater IT productivity with Giva Service Management Suite

Lewis Roca Rothgerber LLP - Customer Case Study

Lewis Roca Rothgerber LLP is a 650‑person law firm with offices across the U.S. that had outgrown its locally hosted IT help desk: the legacy system was costly and complex to manage, made it hard to capture all calls and walk‑ins (potentially missing up to 50% of contacts), and required excessive time to produce metrics and KPIs. The firm also wanted an easier way to implement ITIL processes, improve first‑contact resolution, and get better, faster reporting to manage staff performance.

The firm deployed the Giva cloud Service Management Suite in about a week and trained staff in roughly 30 minutes, using out‑of‑the‑box settings and incremental customization. Results included a 70% increase in attorney and staff satisfaction, 70% higher IT productivity and SLA compliance, an 80% improvement in report quality and knowledge‑base usability, 50% more documented contacts, three‑to‑four‑times faster ticket creation, a drop in reporting effort from 8 hours to 30 minutes per week, roughly 30% lower first‑year TCO, and reliable uptime with responsive U.S. support.

Lewis Roca Rothgerber

Neil Ferguson

Chief Technology Officer