Case Study: Pronger Smith Medical Care achieves 60% increase in IT productivity with Giva

Pronger Smith Medical Care - Customer Case Study

Pronger Smith Medical Care, a 60‑year provider supporting about 500 physicians and staff across four geographically separated sites, faced a scaling problem: an email‑only IT help desk could not keep pace with growing complexity from electronic health records and rising demand without adding headcount. They needed an accessible, scalable solution to improve responsiveness and streamline support across locations.

They deployed the Giva Service Management Suite in the cloud (eHelpDesk, eKnowledgeManager, eAssetManager, eChangeManager), which was configured in days, required minimal training, and added a self‑service portal, email‑to‑ticket conversion, dashboards and a knowledgebase. Results included ~60% higher IT productivity from real‑time reports, 70% easier ticket creation and 70% productivity gain from self‑service, 65% increases in customer satisfaction and first‑call resolution, and 100% application uptime.

Pronger Smith Medical Care