In May, Vivantio held the UK Vivantio User Group at the Royal Berkshire Conference Centre, part of the Madejski Football stadium in Reading, Berkshire. It was a great day with plenty of customer interaction, discussion on how to make better use of Vivantio and the exciting first look at the upcoming release of Vivantio’s newest toolset and user interface, FLEX.
In case you missed it, here are four key takeaways from the event:
SELF-SERVICE REALLY DOES REDUCE CALLS AND IT OFFICE WALK-INS
Attendees of the UK Vivantio User Group were fortunate to have Alan Shrimpton, Director of Raefen Consulting, as the keynote speaker. He opened the day sharing his experience of implementing Vivantio at two large organisations.
Shrimpton presented some of the challenges he faced and how these were overcome. For one of these organisations, a key measure of success was to significantly reduce IT office walk-ins via use of the Vivantio Self Service Portal.
To overcome this challenge required end-user training for the online platform as well as company-wide communication of the change. Leading up to the launch, there were numerous company communications about the new process, with floor-walkers providing employee support on the day the Self Service Portal went live. As a result of these measures, IT office walk-ins were reduced by 30% in the first month, a significant improvement for such a short period of time.
MOBILE IS KEY TO SERVICE MANAGEMENT
Attendees at the UK User Group attended breakout sessions, with customers working together in groups to identify their top five priorities for development of the Vivantio Platform. This made for an interesting discussion, as different organisations have different priorities and requirements. After the new priorities were discussed and whittled down, the top two areas identified for further development were the Mobile version of the Vivantio Platform and the Vivantio Report Builder.
The upcoming release of the new FLEX will make the mobile solution a much more consistent and complete experience, allowing organisations to customise what information they want to see, including custom forms and fields. Another key point for discussion was generally around flex and how this will improve the day-to-day use of the Vivantio Platform, not only for mobile, but also through improved rendering on any device whether it be a laptop or desktop monitor.
REPORT BUILDER HELP VIDEOS AND OTHER IMPROVEMENTS ARE ON THEIR WAY
Vivantio will provide improved support for use of the Report Builder through a series of short videos and guides, building upon what we currently have. The Report Catalogue will continue to grow, providing additional example reports for customers to use with their own data.
Some of the User Group development suggestions, such as Impact Maps (allowing a user to easily see the relationship between Parent and Child items) and the Ticket History Filter are already in the Vivantio Product Roadmap, aligning customer need to Vivantio’s development vision.
IT’S FLEX TIME
For the final part of the day, Vivantio CTO Andy Walsh shared what Vivantio has done in response to the feedback from our last User Group and what we have coming up on the Product Roadmap. Andy then gave our customers a first-hand look at FLEX, which was very well received.
We are actively testing FLEX within our Support, Development and Implementation teams, and in the next few weeks we will be entering a Closed Beta period with select customers. More details to follow!
All in all, the 2018 UK User Group was a great day. Should you want to find out more about the User Group, FLEX or Product Roadmap, please get in touch with Alexis Mackie, Vivantio Customer Success Manager via email Alexis.Mackie@vivantio.com or phone +44 (0)1934 424 840.
We’re looking forward to the next User Group in 2019 and hope you will be able to join us! Details on the date and location will follow in early 2019