Case Study: VirtuRad boosts field-service responsiveness and customer satisfaction with Giva Service Management Suite

VirtuRad - Customer Case Study

VirtuRad, a global provider of filmless diagnostic x‑ray hardware and software, needed to streamline communication between its geographically dispersed Field Service Engineers and a headquarters call center to boost field productivity, improve customer satisfaction, and reduce support costs. The company required two‑way email updates, real‑time reporting and analytics, and easy customization without lengthy implementations.

After evaluating vendors, VirtuRad deployed the hosted Giva eCustomerService and Giva eKnowledgeManager, creating a searchable knowledge base, self‑help portal, and BlackBerry-enabled real‑time notifications so engineers can update and close requests via email. The solution delivered faster response times, better field/headquarters integration, powerful drill‑down reports for monitoring and corrective action, reduced support costs, and improved customer satisfaction.

VirtuRad

Sally Chambers

Vice President, Operations & Customer Care