Is your service management solution meeting the needs of all your service departments? 

Vivantio’s service management tool is flexible for a reason – that’s what our customers need. No matter what industry you serve, our service management software can meet the unique demands of any department receiving internal or external requests, like Accounting and Finance, for one.

Watch the video to learn why Vivantio has become a popular solution for accounting and finance teams around the world. 

Did you know that while many of our customers originally explored our product strictly for IT purposes, they quickly discovered just how easy it is to add service categories and customize ticket types to accommodate the needs of other business units. Vivantio’s versatile platform is being used as a service solution not only for technical support, but also for Human Resources, Sales and Marketing, Claims, Quality, Facilities Management, Corporate Services, and many more.

Saving Time and Money

While it’s no surprise that Vivantio is used by technical support (IT) the most, Accounting and Finance was a close second. With Vivantio, users can gain control and insight of their department with the ability to track, prioritize, and process incoming finance-related requests. Here are more reasons why it’s a popular tool for this department:

• Control costs by streamlining routine processes with automated workflows.
• Reduce the time it takes to get approvals and manage purchase orders.
• Stay informed of all requests the team is managing with custom dashboards.
• Manage end-user requests via the self-service portal.

In addition, users appreciate the platform’s codeless, drag-and-drop design, and intuitive interface. Changes can be made to the system without the need for a programmer – now, that's a nice feature for non-technical departments.

Considering the wide range of fiscal responsibilities that are task-related, it’s easy to see why so many Accounting and Finance departments count on Vivantio’s service management platform to manage the requests of both internal and external clients–ranging from contractors, suppliers, and employees–so they can focus on being responsive, accurate, and compliant.

Ready to learn more? Why not sign up for a quick demo and discover if Vivantio can help you elevate your customer experience? 

Vivantio Executives Speaking at Europe’s Top Exhibition Conference for ITSM Professionals: SITS 22

Why Service Optimisation is Vital for your Vision: 

Educational Programme at Service Desk & IT Support Show 2022 

Boston, MA (March 20, 2022) - Vivantio, a leading provider of customer service management software and solutions, is pleased to announce Alexis Mackie, Head of Customer Success, and Andy Walsh, Chief Operating Officer, will be presenting Why Service Optimisation is Vital for your Vision at the Service Desk & IT Support Show (SITS 22) at ExCel London on 11-12 May. 

The Vivantio team will be sharing how to improve service operations including developing and implementing partner ecosystems to create a single source of truth for service teams. They will also provide guidance on mapping the customer journey to value streams that increase internal and external customer satisfaction, advocacy, and revenue. Plus, they will demonstrate how predictive analytics can significantly reduce inbound requests and elevate the customer experience. 

 “I’m excited for the return of SITS 22 and especially looking forward to being a part of their outstanding educational programme,” said Vivantio COO Andy Walsh. “At Vivantio, we believe that service optimisation is key to elevating the customer experience. Companies that adopt a customer-centric strategy discover measurable benefits across all aspects of their business.”  

 “I love talking about the customer journey and how to maximize co-creation of value,” said Alexis Mackie, Head of Customer Success. “Andy and I are going to provide some proven KPIs that attendees can use to measure service optimisation benefits. And I hope they will stop by our booth after the session to continue the dialog!”  

Attendees are encouraged to check out how critical KPI’s are easily tracked in the latest version of the award-winning Vivantio service management software. Vivantio experts will be providing demos in their exhibit throughout the conference. 

To learn more about their session and register for the show, you can visit the official SITS22 site here.  

For more information about Vivantio, please visit Vivantio.com.  

 About The Speakers 

Andy Walsh is COO of Vivantio with 25+ years of experience in IT and the last 19 years working at Vivantio. Andy has a wealth of experience in all aspects of IT including software development and is dedicated to helping companies deliver exceptional customer service. 

 Alexis Mackie is Head of Customer Success at Vivantio and has excelled in customer-facing roles in the technology space for 12+ years. She currently serves as an advocate on behalf of Vivantio’s customer-base and is dedicated to customers’ needs and goes above and beyond to ensure their technical, functional, and business expectations are met and exceeded. 

 About Vivantio  

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. Vivantio’s award winning solutions feature rapid, low-cost deployments through a “configuration vs. customization” design. Highly scalable for growing Small Medium Enterprise (SME) companies, you are empowered to take charge and elevate the service experience to both your internal and external customers. Easily track KPIs, increase productivity, accelerate response times, all through a simple and intuitive interface. Our platform grows with your company and integrates effortlessly with other lines of business software to deliver maximum, measurable value. 

Saving $30,000 and a quick implementation improves "access" and efficiency at this prestigious university.

In late 2019,  Wake Forest University (WFU) was faced with a problem. The company providing their service management platform wanted to start charging an additional $30,000 year for new servers. The director of the Physical Security Technology and Deacon One Card office (PSTDOC) decided that perhaps now was a good time to find a new solution and asked administrator David Cowan to head up the search. 

He immediately went searching for other options while agreeing to a one-year grace period with the current solution provider which would end on Dec 1, 2020. Hampered by the pandemic, David diligently researched different vendors and tried out several possibilities. The idea was to replicate Wake Forest’s system as quickly as possible with a look towards future expansion including a massive inventory asset project without incurring a massive price tag.

He needed a provider that could save Wake Forest money, integrate easily with their existing system, and implement quickly once approved.

The solution for WFU was Vivantio. 

“Vivantio’s team would walk me through steps and offer multiple solutions to where I was comfortable knowing we can make it work,” David explained, “I’d say one of the key reasons we went with Vivantio was because of their people.”

Click below to read the whole case study and discover how quickly David's team was able to implement a new solution and tackle an impressive inventory project that would save countless hours and drive efficiency throughout the university. 

Looking for tips on ticket management to help streamline processes and keep customers happy? 

Don't miss this live demo workshop as we answer your questions and provide real actionable ideas on how to improve service optimization and elevate your customer experience.

Ticketing Tips for Service Optimization

Tuesday, March 15, 2022

10:30 am ET / 2:30 pm GMT

• onboarding ideas for Self-Service Portals
• creating rules for automation and escalation
• using templates, history and insights
• scheduling custom workflows
• merging tickets for efficiency and much more!  

Join us for this in-depth look in this live demo of the powerful and highly configurable Vivantio service management solution   Hear from our experts as we demonstrate how to get the most out of this award-winning platform and elevate your customer experience. 

See Vivantio In Action 

Now Available On Demand

As part of our DEMO WORKSHOP Series, sign up now to see Vivantio In Action, a live demo on demand from Product Specialist Melissa Faletra and Software Sales Engineer Mark Walker. Discover how to easily configure and quickly enable the many features of the Vivantio solution including:  

• Customizing TICKETING views and working with automation, workflows and routing
• Using our built-in CRM to provide a holistic view of the operations
• Storing unlimited ASSETS in a full CMDB and mapping their relationships
• Providing knowledge-based ARTICLES and videos to help increase efficiency
• Creating custom dashboards and REPORTS to help make informed decisions
• Managing codeless INTEGRATIONS with popular platforms like Azure, Office, Jira and more! 

Plus, the Vivantio platform is backed by ITIL to drive continuous improvement, boost service efficiency and elevate customer satisfaction.  Don't miss out - watch it on demand today! 

Let’s take a look at Automation. 

Automation reduces workload, improves efficiency, and decreases costs. With the right service management solution like Vivantio, you can manage complex workflows and automate recurring processes within your business, removing the need for manual resources. Many tasks can be automated, from finance and HR management to project management, team collaboration and reporting. Watch the video to learn more.

You can simplify ticket automation with Vivantio and create powerful business rules easily.  Use automation to bring information to the front of the screen to help make informed decisions with ticket management. 

Discover for yourself how automation delivers results by scheduling your own personal demo today. 

Self-service offers customers a great opportunity to interact with your service teams in a way that works best for them.  And self-service portals offer customers access to information with a click of button and has shown to streamline business practices, improve service efficiency and (even better) increase customer satisfaction. 

But sometimes users need help in determining where to go or what to do inside their SSP especially when it comes to logging tickets.  It just makes sense to offer them a little "guidance."   And so, Vivantio now offers Guided Categories  - a new intuitive and visually pleasing way to help users log tickets in the proper category. 

Essentially, Guided Categories are an easy way to enable a service catalog on your SSP.  Being gently guided to the right category may also reduce both the number of tickets raised and the overall time it takes to resolve queries. And, of course, you can always allow the end user to log a ticket without a listed category.

Example of Guided Categories

For example, let’s say a user has an issue with finding their network printer. Based on how you want to set up those initial categories, the user could navigate to (for example) the INCIDENT CATEGORY panel and then a subcategory of PRINTER and finally CAN’T FIND NETWORK PRINTER. The user can also provide additional text information to help assist the support team in troubleshooting the issue.

With Vivantio’s highly configurable software, you can offer a number of category selections, colors, images and options during set up. Create a pleasing palette of options for your users with unique icons or images that are specific to your branding. 

Guided Categories represent another product enhancement available to Vivantio users at no additional cost.  Discover for yourself why so many customers rate Vivantio best value and schedule your personal demo today!

Did you know that better customer service has a direct effect on accelerating the sales process?  It can have a huge impact on customer retention as well as increasing upsell and cross-sell opportunities.  And statistics show that acquiring a new customer can cost five times more than retaining an existing one. 

Watch this video to learn more about the connection between customer service and sales plus the two main considerations you should look for in a service management platform partner. 

Vivantio offers an approach to Customer Service Optimization through our Unified Customer Service Management Platform that elevates your customer experience.  

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

Vivantio Continues Streak of Recognition from G2 in Winter Report

Vivantio, a leading provider of customer service optimization software and solutions for demanding B2B service teams, continues to be recognized as a Higher Performer and Momentum Leader in several categories in the G2 2022 Winter Report. G2 is a product review platform where verified users review, rank and share experiences and feedback on various services and software products.

As a top performer on G2, Vivantio continues to rank high in customer satisfaction and averages 4.2 out of 5 stars.  Customers give Vivantio high marks for easy configurability and quality of support.  In fact, in G2's latest Winter Report, Vivantio was noted as Best Support (Service Desk) Mid-Market as well as a High Performer in Europe, Mid-Market and Overall Categories.  Vivantio continued to be recognized as Momentum Leader as well.

Vivantio leverages proven approaches and frameworks (ITIL V4) with a unified service management platform empowering companies to take charge and reduce operational costs, improve response times, meet performance objectives and elevate the customer experience. 

"Very Satisfied! Vivantio has met all of our needs and offers many features that we weren't necessarily looking for but have been quite helpful. We bought it for ticket management but have been delighted with the forms, workflows, customer portal, etc."

– G2 Reviewer, Chris B, Project Manager

Vivantio’s success can be attributed to consistently providing best value with unique, flexible licensing, quick-response customer satisfaction and support, and a feature-rich, configurable platform that can be adapted to any growing business's needs.  You can check out our latest reviews on G2 here. 

To see why customers rate Vivantio so highly, book a demo today.

About Vivantio

Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the power of enterprise-level software with the flexibility of a cloud-based solution, Vivantio is the only unified service management solution that empowers teams through rapid configurability enabling effortless operations and elevating the customer experience for future-ready businesses.

About G2

G2.com is the largest and most trusted software marketplace, helping 5.5 million people every month make smarter software decisions based on authentic peer reviews.

It's time to say goodbye to ITIL v3 as the well-respected framework of best practices and processes is officially retired at the end of 2021.  

So, what are you options now?  Are you looking to build up your credits before time runs out? Or maybe you want to start fresh with the ITIL 4 Foundation course and certification? 

In this episode of the Vivantio Vibe Podcast, our Director of Digital Marketing and host Todd Carruth visits with Best Practices Consultant Fatma Ozcan about the ins and outs of ITIL certification - what's available, what's about to expire and how you can find the best deal on training.

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

Fatma Ozcan is the admin for the largest ITIL-based group on LinkedIn. You can reach her directly through her email at: fatma@bestpracticeconsulting.co.uk or schedule a personal meeting to find out your best options for training and certification here.

Are you looking to empower your teams and elevate the customer experience? Click below to get your free consult and demo from Vivantio.