Case Study: The William and Flora Hewlett Foundation achieves 40% faster service request resolution and 45% higher first-call resolution with Giva

The William and Flora Hewlett Foundation - Customer Case Study

The William and Flora Hewlett Foundation, a major philanthropic organization established in 1966 with assets over $6.5 billion, needed a more scalable, web-based help desk that would stop staff from reinventing solutions and provide 24x7 self-service across IT and other departments. Previously using BMC Track-It!, the Foundation wanted tight integration with a knowledge management system so agents could capture and reuse solutions and make the system smarter over time.

They implemented Giva eHelpDesk with Giva eKnowledgeManager, integrating third‑party knowledge articles and quickly authoring their own. The cloud solution was deployed in about a week, required minimal training, and let agents propose and rate knowledge while resolving tickets. Results included a 40% reduction in average time to close requests, a 45% increase in first-call resolution, lower support costs, reduced call volume via the self-service portal, higher employee satisfaction, and a strong, immediate ROI.

The William and Flora Hewlett Foundation

Sally Lee

Project Manager, Information Services