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Staff Writer

Staff Writer


Recent posts by Staff Writer

3 min read

Vivantio Shortlisted for 2021 SaaS Awards

By Staff Writer on 7/30/21 11:58 AM

Boston, MA, 27 July 2021 – Vivantio, a leading provider of customer service management solutions, is a finalist in the 2021 SaaS Awards Program in the category Best SaaS Product for Customer Services / CRM.

“It is an honor to make the SaaS Awards shortlist, which recognizes our team’s excellence and innovation in developing SaaS technologies,” said Vivantio CEO Greg Rich. “Being shortlisted underscores Vivantio’s position as a leading service management solution that elevates customer experience for a future-ready enterprise. By enabling a fast, configurable deployment with cloud-based flexibility, Vivantio empowers teams to simplify user experience, accelerate responsiveness and optimize for ongoing improvements that drive measurable business value.

Now in its sixth year of celebrating software innovation, the Software-as-a-Service Awards program accepts entries worldwide, including the US, Canada, Australasia, EMEA and UK.

Head of operations for the SaaS Awards, James Williams, said: “Just as SaaS technologies have been vital in pivoting organizational functions to respond to global crises, they will be essential as we look forward to returning to normal levels of productivity.

“The shortlisted candidates announced today, however, have made it through that first round. They represent truly innovative thinkers in the SaaS industry, whether they’re freshly-funded disruptors or established names.”

Final SaaS Awards winners will be announced on Tuesday 31 August 2021 and the program will return in Spring 2022. Hundreds of organizations entered, with international entries coming from North America, Canada, Australia, UK, Europe and the Middle East. To view the full shortlist, please visit: https://www.cloud-awards.com/2021-software-awards-shortlist/

Last year, entry fees donated from shortlisted entrants to the ‘Communication, Collaboration and Conferencing’ category raised $3,555 for the WHO’s COVID-19 Response Fund.

A sister program to the SaaS Awards, The Cloud Awards will soon accept submissions for a new 2021-22 program, continuing its recognition of excellence in cloud computing, with an October deadline.

Winners are selected by a judging panel of international industry experts. For more information about the Cloud Awards and SaaS Awards, please visit https://www.cloud-awards.com/.


About the SaaS Awards
The SaaS Awards is a sister program to the Cloud Awards, which was founded in 2011. The SaaS Awards focuses on recognizing excellence and innovation in software solutions. Categories range from Best Enterprise-Level SaaS to Best UX or UI Design in a SaaS Product.

About the Cloud Awards
The Cloud Awards is an international program which has been recognizing and honoring industry leaders, innovators and organizational transformation in cloud computing since 2011. The awards are open to large, small, established and start-up organizations from across the entire globe, with an aim to find and celebrate the pioneers who will shape the future of the Cloud as we move into 2022 and beyond. Categories include the Software as a Service award, Most Promising Start-Up, and “Best in Mobile” Cloud Solution.

About Vivantio
Founded in 2003, Vivantio is the only service management solution that enables quick configurability, empowers B2B service teams and elevates customer experience for a future-ready enterprise. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence. The award-winning platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service. Vivantio is a trusted partner offering cost-effective solutions through flexible licensing. 

Topics: Customer Service Customer Service Management press release csm
1 min read

Vivantio Vibe Podcast - Customer Journey

By Staff Writer on 7/29/21 12:05 PM

 

Welcome to the Vivantio Vibe podcast.  Each month, we'll bring you the latest updates on Service Management solutions, software, innovations and interviews with smart people who have smart things to say.  All in around 30 minutes or less. 

andywithname

In this episode of the Vivantio Vibe podcast, host Todd Carruth visits with Vivantio's COO Andy Walsh about the evolution of the B2B customer journey, important KPIs to consider and how to handle Net Negative Churn.   

You can listen below or download wherever you get your favorite podcasts including iTunes or Spotify.   

Topics: Customer Service Future of ITSM Customer Journey Customer Success Unified Service Management Platform podcast
4 min read

4 Questions To Ask Your Vendor About Security

By Staff Writer on 7/23/21 5:00 AM

Security concerns continue to be in the news around the world with the White House issuing an executive order earlier this summer about cybersecurity and the European Union proposing a Joint Cyber Unit to respond to the rising number of security incidents.  And the hacking story that won't go away with the "SolarWinds" hackers launching a new global cyberattack at the end of May. 

Now, this doesn’t mean that you shouldn’t necessarily trust cloud providers.  In fact,  there are many security benefits in working with the right cloud providers and SaaS companies that can leverage the economies of scale  around security far easier and sometimes faster than most companies themselves.  After all, providing SaaS solutions is what they specialize in and have the expertise to ensure their systems are secure.

There is also the driving factor of trust.  Any erosion of their customers' trust would have far reaching effects on their core business. Every vendor's approach to security is an important part of their Information Security Strategy, and to ensure that your service management software system is protected, here are some questions you should ask to make sure your software vendor will keep your company and your customer's data safe.

1. Does the vendor adhere to security best practices? 

Are they ISO27001 certified? This is an international standard that provides a management framework for implementing an Information Security Management System (ISMS) to ensure the confidentiality, integrity and availability of all corporate data. If the vendor is not ISO27001 certified, how can you be certain that their data center partners are?

2. Do they align their Information Security Management System (ISMS) to good standards and best practices, such as:

  • ISO27001 or other standards based on the National Institute of Standards and Technology (NIST)

  • The Payment Card Industry Data Security Standard (PCI-DSS)

  • The Information Assurance for Small and Medium-sized Enterprises (IASME)

  • The UK National Cyber Security Centre's Cyber Essentials Plus or Cloud Controls Matrix (CCM)

Each of these organizations offer best practices and standards to assist companies looking to increase their security protocols. 

3. Do the vendors follow the security concerns outlined by the CIA Triad of Confidentiality, Integrity and Availability? 

We're not talking about the Central Intelligence Agency.  This CIA has to do with data. How is it stored, how accurate it is and how it is accessible. 

  • Confidentiality: The data needs to be private and remain private. Vendors should ensure only the people who are authorized to view the data have access to it. There are different levels at which this applies. Vendors need to protect their SaaS platform, each of their customer's systems, controls within each customer's system, vendor controls to the SaaS system and the vendors own controls over the information they store to run their business.

  • Integrity: The data itself needs to be consistent, accurate and trustworthy. The data must be trusted and nonrepudiation must exist.

  • Availability: The data must be available. Having data that is secure, yet inaccessible, is useless. Users need to be able to access data when they need it, so vendors need to be sure that they are resilient, they have built in redundancies and can ensure business continuity.

4. Do the vendors practice what they preach?

This one is pretty simple. 

  • Do they run their own business on the principles listed above?

  • Do they use the platforms and tools that they expect their customers to rely on to run their business?

  • Do they align with your own security policies and procedures?

Bottom line

It's important to find cloud vendors who answer the previous questions in the affirmative. Not only is it the right thing to do, but it's the best way to protect against potential harm from a security breach. Vendors need to build up trust with their customers and prevent them from potential reputation damage.

Ultimately, the vendors need to protect customers from any potential vulnerabilities along the IT supply chain that may expose data or other security risks. They must also address legal or regulatory concerns pertaining to their customers such as GDPR, HIPAA, CPRA and other data protection laws. 

Be an informed consumer and do your due diligence while selecting a software vendor. Ask questions to make sure your organization is protected from potential cybersecurity threats.

Download our whitepaper to learn more about how Vivantio values security and what measures it takes to keep your customer service data protected.

Topics: Service Desk Software Service Management ITSM Challenges Service Solution Security
2 min read

Do You Treat Your Best Customers the Same as Your Worst Customers?

By Staff Writer on 7/21/21 11:17 AM

If you're using one of the big "standard-issue" service management platforms. You might be forced into some very costly Customer Service practices.

For B2B companies, in particular, it is critical to be able to segment the allocation of your firm’s time and attention to your most valuable customers. The issues might include being able to address each customer with individual rules and to accommodate dynamic re-prioritization.

B2B customer journeys often grow complex because they must accommodate the special needs of small percentages of the client base.

Better connectivity and flexibility to the rescue

From a technology and process perspective, segmenting Customer Journeys into standard and specialty tracks can minimize complexity for a majority of clients,

resulting in easier journeys for clients and significantly lower costs. Additionally, customers can realize economies of scale as multiple large complex relationships are facilitated in similar ways to many smaller relationships. Being able to dynamically shift workloads and route customer service traffic without changing the ”sources of truth” or access rules is another way that a flexible Service Optimization Solution can support the kind of transformative processes required.

From a technological standpoint, a solution that can seamlessly integrate across the whole enterprise is essential. In particular, finding solutions that can accomplish this with a minimum of coding and work-arounds will not only save you money, but will help ensure the timely success of your initiative.

Ask your CS/CX platform vendor these essential questions

  • How much will you be able to accomplish in-house?

Don’t leave yourself at the mercy of consultants. The more capabilities that exist “out of the box” the better. Look for solutions that allow your team to configure processes, rather than solutions that require extensive custom coding. Solutions that empower your administrators to make decisions and changes save costs and delays of third-party reliance.

  • How quickly can you adapt the solution to evolving customer or business needs?

Here too, solutions that require custom coding every time you make a change to your system may be cumbersome. What happens as your customer base evolves...or as systems outside of Customer Service change? Look for solutions that allow for simple interface adjustments vs. prolonged customizations.

  • Does your solution allow you to work independent of other teams’ solutions, supporting the necessary autonomy to evolve?

Look for relevant integration capabilities that are easy to understand and develop so that you’ll have maximum flexibility in creating a more rounded solution. (Be careful! Many current technology solutions fall short here. )

Read to learn more?  Why not schedule a free demo and see how Vivantio can elevate your service? 

 

Topics: ITSM ESM Customer Service Optimization flexbridge Unified Service Management Platform CSAT Improvement csm
6 min read

Customer Service Today Interview with Greg Rich

By Staff Writer on 7/9/21 4:36 PM

Earlier this year, Vivantio's CEO Greg Rich spoke with TEC Analyst PJ Jakovljevc about customer service, technology and the "next normal" in CX (Customer Experience).  Here's an excerpt from that interview that originally appeared here from Technology Evaluation Centers. 

TEC: How do you view the impact of the pandemic on customer service management?

greg-rich-ceo-and-co-founderGR:  For most of our customers, there has been little impact as it pertains to service management. After all, we are a cloud provider, so it’s been business as usual. When it came to remote working, the largest pain for those customers was telephony: how do you maintain a service desk operation with everyone working remotely and handle large call volumes? And of course, call volumes went through the roof for IT Teams—people were working in environments that IT had no control over.  

But what we did see was a huge uptake in omnichannel support technologies in order to achieve reductions in call volumes and the ability to self-diagnose issues.
 
Like working from home (WFH), self-service is a technology that many people talk about, but hardly ever adopt. From the outside, it’s tough to really get a grasp on the value it might bring other than just providing another way to log a ticket. But it is far more than that.

Sophisticated self-service technologies provide access to tools, technology, and knowledge that can circumvent the need for a ticket to be logged in the first place. And, if it does get logged, it’s after a process of capturing further information about the issue that allows those tickets to be passed directly to the resolver group most equipped to resolve it, saving a huge amount of time.

For Vivantio customers that embraced self-service during COVID-19, there has been an overwhelming response of “Why didn’t we do this earlier?” Other technologies that rose to the forefront include integration with Teams and Slack. These tools became a lifeline in remote team working environments. Their chat capabilities, integrated with the service management platforms, became a new way for tech and customers to interact.
 
TEC: What software solutions and capabilities have been particularly helpful for your customers these days and how have they helped?
 
GR: Self-service/omnichannel technologies that provide end users with a more robust and enriched service is one. The other two are optimizing service and the ability to do more with less/reduce ticket times/reduce touchpoints. By implementing workflows, ticket routing, trigger rules etc., it allows the technology to make decisions based on the current situation/lifecycle of the ticket.
 
This means the ticket moves through the system far faster, reduces the workload on the team, and gets a resolution to the customer in a much shorter time. We have also seen an uptake in tech-to-tech chat within the solution. Given people are no longer in the same room and able to ask a colleague for help on a particular ticket, the chat feature keeps colleagues connected in real time.
 

TEC: How about some examples of metrics from your customers?
 
GR: We have seen customers, not only in the pandemic but also prior to it, who have been looking to adapt and mature significantly in their customer experience (CX) offerings. The pandemic has only exacerbated that need.
 
We have seen customers increase their capacity from 50 customer service tickets a day to 250 with the same staffing levels. Also, we’ve seen customers improving their on-boarding and termination processes to a single click from a former 27 min process and a 70% reduction in call volume as companies roll out omnichannel self service solutions. These have all been key for customers to pivot and adapt, especially during the pandemic.  

The Technology Aspects

TEC: You’ve been the cloud proponent for some time. Do you think that COVID-19 will be the final blow to on-premises software deployments?
 
GR: I do feel it will have an impact. The way I see it is that, for those still holding on to on-prem deployments, they are doing that for the following three reasons: 

  1. They have already invested heavily in technology infrastructure and want a return on that investment;
  2. They just don’t feel comfortable with SaaS (laggards); or
  3. For compliance/regulatory/security and other reasons. (We recently had an enquiry from the United States Space Force who don’t actually have access to the internet!)

 
For the first two categories, I think COVID-19 has had an impact. For the first group, the need to embrace digital transformation as their entire workforce moves to a Work From Home environment makes access to on-premise systems a logistical nightmare. They either needed to invest heavily in VPN technologies which required huge setup and configuration costs or find SaaS alternatives. It would have been evident quickly that, for those staff members not needing access to line of business (LOB) systems, all the other technologies can easily be provided through SaaS providers.
 
For the second group, they were just pushed over the edge! Like many companies unsure if WFH or hybrid was something they wished to roll out through their business, COVID-19 took that decision away from them and they had to embrace it. Same for SaaS technologies. You see this particularly in education who have had to adapt quickly to switching to remote based systems.
 
Some companies have been smart about adoption too, not just looking to switch their on-prem platforms to SaaS solutions, but making use of Azure and Amazon to host hybrid platforms allowing them to move their infrastructure to the cloud, allowing them to keep the platform private.

TEC: Have you seen AI, bots, big data, or any other buzzword du jour technologies being critical these days?
 
GR: With our customers, I don’t see it so much. I guess it all comes down to service management maturity and how they can elevate service during this time. So, for us and our customers, omnichannel support has been key. But I have seen evidence in other companies—ones where their service operations are much larger (particularly call centers), and they have leveraged chat bots and AI to resolve issues at the point of contact.
 
Big data is huge though and I think this has been a learning point during COVID-19. Again, more pertinent at the call centers or huge service teams using big data and analytics to provide predictive customer insight to drive business outcomes. The ability to pre-empt a customer’s needs or even the ability to provide agents with customized information to personalize the customer’s experience is huge.
 
Also, on the other end of the scale with the smaller companies and AI and machine learning, even without big data, there are massive opportunities for efficiencies and improved service offerings in leveraging these technologies at an appropriate level for their customers and end users. Just adding head count is not an efficient way to expand and improve service, it is the intelligent use of these technologies alongside adoption of best practice that will allow teams to stand out, technology is not the silver bullet but an enabler.  

Predicting the “Next Normal” in CX

TEC: How do you envision customer service post-COVID, now with the hope of vaccines? What will be the "next normal" in CX, to your mind?
 
GR: It will take some time to trickle down but enhancing customer experience based on predictive analysis will become the new norm. How can we enrich the users’ experience and provide them with the best possible outcome based on what we already know? We have learned over the past few years that customer service and customer success are seen as pivotal in the customer lifecycle journey these days. Retention and growth are both driven by CX. The better that experience, the happier the customers.
 
In terms of the new norm, I would say it is the norm that would have happened in five years’ time. What COVID has done is accelerate digital transformation and the need for companies to mature in their CX to both internal and external users. Whether that may be adopting an internal cloud-first approach or ensuring their services are optimized to add value to their end users and customers.
 
Machine learning will be introduced to aid the intelligence and automation of interactions and insights within CX. This automation and insight from machine learning will allow companies to add more value to their customer interactions, improve the customer journey, and allow companies to realize greater value themselves from their customers or end users in increased adoption and loyalty.
 
One of the benefits to adopting Cloud technologies in the CX space (and others) is the ability to not have long term contracts so customers can move relatively frictionlessly. I think post COVID, as more companies adopt a cloud approach, vendors will be looking to tie the customers into longer relationship, not with contracts but with real demonstrable value. This is not just applicable to CX software vendors but also to the customers themselves—they need a CX toolset that enables increased value, loyalty, and advocacy of their customers. The ones who don’t evolve and mature will be left behind in the new norm.  

The full article can be found here.

Topics: Customer Service Customer Service Management SaaS CX Technology
2 min read

B2B Customers' Best CSR? Themselves!

By Staff Writer on 7/6/21 4:39 PM

Let's start with two surprising statistics:

  1. Slow response is the #1 deal-breaker: In a recent survey of 1,000 B2B decision makers, lack of speed in interactions with their suppliers emerged as the number-one pain point (mentioned twice as often as price.)
  2. Today's B2B customers prefer instant DIY tools: Digital solutions loom large in executives’ thinking as a way to make routine tasks more efficient. Some 86 percent of respondents said they prefer using self service tools for tasks like reordering, rather than talking to a sales representative.

    Smartly leveraging all your data and content assets to optimize your customer service ecosystem

    To drive better engagement and truly transform customer experience (CX), it's critical to make as much helpful—and current—data-driven information available. (Ideally, in real time.)

    Customers will be happy to interact with premium content that you can deliver via self-service such as video presentations and training.

    Of course this means gaining secure and controlled visibility and access into enterprise solutions that live outside the traditional realm of Customer Service platforms.

    Expanding your customer service horizons to drive robust self-service options

    Tapping the power of a solution like Vivantio—supported by our FLEXBridge™ rapid integration platform—quickly connects your customers to vital real-time resources in a way that drives real customer satisfaction and instant self-service performance.

    How are you measuring up in the self-service evolution?

    Currently, there’s a wide spectrum of adoption of Customer Service Optimization powered by today’s best technology. This spectrum ranges from “pre-digital” organizations—all the way up to advanced CX practitioners who are leveraging the power of AI to anticipate the needs of their customers and head-off potential problems long before their customers become aware of them. (See table below.)

    Stages of service operations1

Determining where you are, today, and developing a strategy for advancement can be greatly assisted with the help of an experienced partner. Especially one who can share—and amplify—your vision.

If you're ready to accelerate your self-service efforts, speak to one of Vivantio's experts today to discover what's possible with a short timeframe and a reasonable investment.

Topics: Customer Self-Service service optimization CX Technology flexbridge enterprise service management
2 min read

What if you could connect 100% of your CSM, ESM, or ITSM data sources to your service teams?

By Staff Writer on 6/9/21 11:45 AM

The idea of a single view into the enterprise has existed for some time as a "holy grail" concept—not just for Customer Service teams, but for IT leaders, and managers looking for big-picture dashboards for better decision-making.

The trouble with realizing this concept has historically been an unreasonable investment in time and treasure to tear-down and rebuild vast enterprise systems. Today's fast-paced mergers and acquisitions activities only compound the technical challenges.

Because our team is 100% focused on Service organizations, we had a slightly different perspective—that has now delivered something of this long-awaited phenomenon. (At least as it impacts complex Customer Service Organizations.)

What does a Unified Service Management Platform look like?

The diagram below outlines how a unified service management platform can begin to provide visibility into customer-relevant data so that your Customer Service organization is equipped for maximum impact and success.

This type of solution can help your team better address all use cases, track and report on the KPIs essential to improved service, and tailor service provision at the individual customer level. This level of connectivity gives service and sales teams a holistic view across the enterprise.

Vivantio-unified-platform-tran

A single view solves myriad problems.

Implementing a Unified Service Management Platform eliminates the need to have duplicate information in multiple systems. Current systems remain the “source of truth” for specific customer data but the integration allows the coherent usage of those sources and functionality across multiple systems.

Direct benefits include improvements such as:

  • Support teams that can see the whole customer, not just an individual service/support request. This can have a profound impact on how issues are prioritized and resolved. Furthermore, this data can be used to “prompt” agents or drive workflows and system views.
  • Gaining a holistic view of your service operation that can be used to preempt problems, manage hardware expirations, version control, and compliance.
  • Providing definitive answers to questions such as: How long does a system outage take to resolve? What number of complaints does it generate? How does the length of a customer relationship relate to the number of support tickets generated? Who creates more tickets—a large or small customer? What is the ROI on our current service spend?
  • Better enabling team members to support one another. Improving and speed customer resolution times. Providing management with a holistic view of the service operation to support proactive problem resolution.

Seeing is believing. Ask for proof.

If you are contemplating the value of a Unified Service Management Platform for your team, be sure you are working with a vendor who can back up their claims with case studies in environments like yours.

Vivanto's FLEXBridge™ solution is the key to pulling together disparate "sources of truth" into a single platform designed specifically for CS/CX organizations committed to excellence.

To learn more on about how Vivantio approaches a unified service management platform click here

Or you can request a live demo here

 

Topics: ITSM ESM Customer Service Management flexbridge APIs Unified Service Management Platform
2 min read

The 5 Fallacies of B2B Customer Service

By Staff Writer on 6/8/21 6:00 PM

You've heard them before. You might have even thought it yourself at one time.  But be on the lookout for these 5 Customer Service fallacies ready to sink the unwary in 2021. 

1. "We're not really in the service business."

The term “service business” is going the way of terms like “internet-based business” or “online retail”—that is to say, the distinction is becoming irrelevant! The new reality is, every business is a “service business” today—even traditional companies in industries like healthcare and energy/utilities are rapidly acknowledging their roles in co-creating value with their customers.

2. "B2B Customers don't need a lot of fancy self-service options."

If you’re measuring what’s at-risk in economic/bottom-line terms, it’s clear to see that the risks of not prioritizing customer service are significant. B2B companies are often held to a higher standard across the board, as individual customers have a sense of their financial importance to your business. Service improvements in everything from telecommunications (the first mobile phones) to logistics (overnight document delivery) were spearheaded by the B2B economy, and customer service is no different. Thanks to the easy availability of information regarding alternate suppliers and the ubiquity of customer reviews, the stakes are higher than ever for providing great service—great value as your customers define it.

3. "Providing more self-service is out of our reach (and probably unnecessary anyway)."

In a recent survey of 1,000 B2B decision makers, lack of speed in interactions with their suppliers emerged as the number one pain point, mentioned twice as often as price. And digital solutions loom large in executives’ thinking as a way to make routine tasks more efficient. Some 86 percent of respondents said they prefer using self service tools for reordering, rather than talking to a sales representative.

4.“We could never get all our key systems linked to Customer Service without a huge IT investment.” 

You don’t have to overhaul your enterprise systems or leave yourself at the mercy of pricey consultants to benefit from a “Unified Service Management Platform” like Vivantio. With robust “out of the box” capabilities, Vivantio allows your team to configure processes, rather than solutions that require extensive custom coding. With a Unified Service Management Platform, you can give your CS team deep visibility into adjacent business data that lets them respond and resolve issues exponentially faster.

5. "We'd be better off investing our resources in finding new customers." 

The numbers say no. There is much greater ROI in keeping your customers happy. To start with, when it comes to sales, the probability of selling to an existing happy customer is up to 14x higher than the probability of selling to a new customer. Harvard Business Review says customers who had the best past experiences spend 140% more compared to those who had the poorest past experience.

Want to chart a better course through 2021?

Vivantio has been helping clients optimize their service organizations by leveraging a unified service management platform that help you avoid major Customer Service disasters. Learn more on how Service Optimization can benefit your business exponentially. 

Or even better, how about a brief, no-obligation, demo?

Topics: Customer Service Self-Service Customer Service Management
1 min read

Vivantio Vibe Podcast - FLEXBridge and the Future of CX

By Staff Writer on 6/7/21 3:27 PM

 

Welcome to the Vivantio Vibe podcast.  Each month, we'll bring you the latest updates on Service Management solutions, software, innovations and interviews with smart people who have smart things to say.  All in around 30 minutes or less. 

andrew

This month, we visit with Vivantio's VP of Technology Andrew Stevens about the customer journey and the importance of customer success teams and customer service teams working together. Plus, we introduce our new integrations tool FLEXBridge and what the future of CX will look like. 

You can listen below or download wherever you get your favorite podcasts including iTunes or Spotify.   

Topics: Customer Service Future of ITSM Customer Journey Customer Success Unified Service Management Platform podcast
2 min read

The Deeper Your Service People See, The Better They're Able To "Wow" Customers

By Staff Writer on 6/3/21 5:00 AM

In the old view, a Customer Relationship Management (CRM) system was used to house data about customers that could be tapped by sales and service organizations to support their efforts. Other systems—with varying degrees of connectivity and access—might house other customer data relating to things like credit terms, orders in-production, contracts, etc.

While some technologically advanced enterprises have tied more of these data sources directly to their customer-facing teams, there is still opportunity for radical improvements in transparency and access—with the aim of improved customer service and satisfaction.

The value of a Unified Service Management Platform

The concept of a single view into the enterprise has existed for some time, but remains something of a stretch goal for most B2B companies who face challenges such as growth through M&A (thereby inheriting disparate IT solutions), large or multi-national companies whose sprawling operations remain siloed, multi-brand/product companies, etc.

Fortunately, for forward-thinking service organizations, there are technology platforms that can—today—provide needed connectivity and visibility into a Service organization (and many of its adjacent systems) in a comprehensive manner.

Visibility and access—without an ERP overhaul

Vivantio's FLEXBridge integration platform offers users a single, shared back-end architecture and consistent user interface across all integrations— while providing centralized reporting and management. FLEXBridge opens up the Vivantio platform to meet future integration possibilities with other vendors—and customer solutions, whether cloud-based on on-premises.

This type of solution can help your team

  • better address all use cases
  • track and report on the KPIs essential to improved service
  • tailor service provision at the individual customer level

This isn't just for consumer-driven businesses

Top consultants are pointing out how companies such as Amazon, Apple, and Uber “continuously reinvent themselves by delivering simple, immediate, and individualized experiences.”

Today, these consultants suggest that “even traditional business-to-business players in sectors such as chemicals and steel [need to make] bold moves to build dynamic shared digital ecosystems around customer needs.”

Several ways to leverage an "über API" to optimize your customer service

There are several ways a Vivantio/FLEXBridge solution can quickly integrate your solutions—both cloud-based and on-premises tools. Here are three examples:

flexbridge graphic

To learn more or request a live demo, click here.

Topics: Customer Service Optimization CX Technology flexbridge APIs Unified Service Management Platform CSAT Improvement