Case Study: Santé Health System achieves 80% greater dashboard productivity and 60% higher SLA compliance with Giva Service Management Suite

Sante Health System - Customer Case Study

Santé Health Systems, which provides IT and technical support across 16 dispersed California healthcare sites and partners with three major hospitals, struggled with an unwieldy FrontRange HEAT system: service requests were falling through the cracks, reporting and dashboards were hard to run without technical help, customization was costly and slow, and technicians had to work in multiple systems to communicate with physicians.

They moved to the cloud-based Giva Service Management Suite (eHelpDesk, eKnowledgeManager, eChangeManager, eAssetManager), which was quick to deploy, easy to customize, unified email, and added intuitive dashboards, integrated custom forms, outage (Tsunami) handling and mobile access. The switch delivered measurable gains — including an 80% boost in dashboard productivity, 60% better SLA compliance, 50% productivity increase from custom forms, 45% more calls logged and 40% higher field technician productivity — reducing missed issues and improving support for clinicians.

Sante Health System

Juan Carlo Muro

IT Director