Case Study: Sills Cummis & Gross P.C. achieves a 35% reduction in reporting labor and higher attorney satisfaction with Giva's Service Management Suite

Sills Cummis & Gross P.C. - Customer Case Study

Sills Cummis & Gross P.C., a large law firm with offices in Newark, New York City and Princeton, faced growing IT complexity and rising attorney dissatisfaction after years using BMC Track‑It!. The firm needed a web‑accessible help desk that supported SLAs, 24/7 monitoring across locations, easy ad hoc and monthly reporting with drill‑down, and minimal training or bandwidth impact.

They deployed Giva’s cloud Service Management Suite (eHelpDesk, eKnowledgeManager, eAssetManager), gaining an intuitive, customizable dashboard and visual reporting that made metrics actionable. The change enabled SLA-driven workflows, faster identification of high‑priority issues, and about a 35% reduction in labor hours for report generation, leading to higher attorney satisfaction and lower IT training and administration costs.

Sills Cummis & Gross P.C.

Steven Marks

CIO