Case Study: Miles & Stockbridge achieves 70% TCO savings and major IT productivity gains with Giva Service Management Suite

Miles & Stockbridge - Customer Case Study

Miles & Stockbridge P.C., a law firm founded in 1932 with about 500 employees across eight East Coast offices, needed a 24/7 accessible, easy-to-use IT service desk after years of struggling with BMC FootPrints. The prior solution was complex, required heavy server maintenance and VPN access, produced slow, outdated reports, and hampered productivity and responsiveness.

They moved to the cloud-based Giva Service Management Suite, which deployed in days, required minimal training (agents were fluent in ~30 minutes), and provided an intuitive, employee-centric interface, real-time dashboards, SLAs and a knowledgebase. The firm reported measurable gains: ~70% lower three-year TCO, 70% increase in IT productivity, 70% fewer tickets left open day-to-day, 65% higher first-contact resolution, ~60% higher attorney/staff satisfaction and 100% uptime.

Miles & Stockbridge

Ken Adams

Chief Information Officer