Case Study: Williams Lea achieves 100% uptime, faster reporting and lower TCO with Giva eHelpDesk

Willams Lea - Customer Case Study

Williams Lea, a leading global provider of corporate information solutions serving law firms, financial institutions and other large enterprises, needed to replace its costly, function‑limited FrontRange HEAT help desk. The company required a web‑native system that allowed employees and client IT staff to open/close tickets and search knowledge bases via the Internet, reduce lifetime total cost of ownership by avoiding leased‑line WANs, and be easy to deploy, maintain and use.

Williams Lea implemented Giva eHelpDesk, which was configured and launched in one week and required only one hour of staff training. The SaaS solution centralized support for all client offices, delivered real‑time flexible reporting (cutting report creation from hours to minutes), supported remote access, and achieved 100% uptime since July 2002—resulting in higher ROI, significantly lower TCO, and improved SLA measurement and responsiveness.

Willams Lea

Sharon Johnson

IT Director, Professional Services