Demo
1 min read

WEBINAR: Rethinking Customer Service in 2021

By Staff Writer on 4/12/21 12:46 PM

If you've been looking to make leaps in Customer Service improvement, but have struggled with finding the right method—or justifying the investment to your boss—you shouldn’t miss this fast-moving and fact-filled webinar:
Vivantio’s 46-minute “Rethinking Customer Service in 2021".

In less than 50 minutes, you'll understand why a Service Optimization Solution could put you in an "uncatchable" competitive position for the foreseeable future.

We're going to cover the topics that are driving customer service leadership in 2021 including:
  • Self-service configuration and ticket routing
  • Load-balancing strategies and practices
  • Optimized workflows and business rules
  • Proactive vs. Reactive service for improved CX

Don't miss Greg Rich, CEO of Vivantio and Alexis Mackie, Customer Success Manager on Wednesday, April 28 at 10:30 am EDT | 2:30 pm GMT as they share the secrets to moving against your 2021 Cs/CX goals and start Rethinking Customer Service in 2021

Topics: Customer Service service optimization Customer Service Optimization webinar
3 min read

The Benefits of ITSM Optimization Strategies are moving beyond IT—to Customer Service

By Greg Rich on 3/25/21 3:17 PM

Industries from energy grids to law firms are rapidly waking up to the tangible benefits of amping-up their customer service capabilities—with a focus on evidence-based methodologies. The smartest Industry 4.0 players are realizing that lessons from the IT world provide a ready-made blueprint for Service Optimization.

Leveraging a proven approach to service (ITIL 4)

Over the past three decades, there has been significant work undertaken to systematically identify and analyze best practices for service provision.

Based on the work by the famous efficiency guru W. Edwards Demming, the ITIL (IT Infrastructure Library) framework was introduced by the UK Government’s Central Computer and Telecommunications Agency (CCTA) nearly 40 years ago— and has been continually revised and updated on an ongoing basis.

This evidence-based evolution has helped develop and refine practices that are relevant and proven effective—not only inside technology environments but well beyond.

In 2019, the latest iteration, ITIL 4, formally and deliberately expanded in focus beyond IT in order to help facilitate the implementation and adoption of agile principles across all types of service organizations—opening up more teams to this fundamental change that enables the kind of value co-creation sought by modern businesses of all description.

Getting started, often begins with a hard look at an organization's progress along the five key elements of Service Optimization. (See figure.)


Service
STRATEGY
Service
Design
Service
Transition
Service
Operation
Continual
Service
Improvement
  • Strategy Management
  • Service Portfolio Management
  • Financial Management
  • Demand & Capacity Management
  • Business Relationship Management
  • Design Coordination
  • Service Catalogue Management
  • Risk Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity
  • IT Security
  • Compliance
  • Architecture Management
  • Supplier Management
  • Change Management and Evaluation
  • Knowledge Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Incident and Request Fulfillment Management
  • Problem Management
  • Technical Management
  • In-Service Review
  • Process Evaluation

 

A faster path to ITIL 4 best practices:  The right Service Management Platform

One of the major challenges that will arise in an ITIL 4 initiative is connecting a large organizations' disparate data systems in order to allow service organizations to provide this new level of transparency and real-time response.

Vivantio addresses this challenge by serving as a unique Unified Service Management Platform that sits atop all of your current systems—integrated with flexible APIs—to quickly and cost-effectively supply the essential connectivity and holistic visibility. This provides service teams with a 360 degree view of all customer interactions from across the business which contains key data points to elevate service and response times.

The good news for any skeptics is that plenty of evidence points to the bottom-line benefits of Service Optimization Solutions. And Vivantio has the track-record and references to substantiate its bold claims for tying-together B2B enterprises for maximum service success.

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

Topics: Service Management Vivantio Customer Service service optimization Customer Service Management
1 min read

Vivantio Releases New Service Optimization Guide for B2B Enterprises

By Staff Writer on 3/2/21 3:00 AM

New service optimization guide underscores need to meet elevated customer expectations.

Vivantio has launched a new guide, "Leveraging Breakthrough Service to Transform Your B2B Enterprise." The comprehensive guide identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges. 

"The reality is every business is a 'service business' today and it's time that B2B organizations' strategies reflect that," said chief executive officer Greg Rich. "Even traditional companies in industries like healthcare and energy/utilities are rapidly acknowledging their roles in 'co-creating value' with their customers. Business leaders seeking a competitive advantage will need to align their organizations so that customer service plays a central role in all their business activities. This report details how they can go about it effectively and efficiently."

Businesses in today's remote world need to meet the needs of their customers' elevated expectations. This is especially true for B2B companies that maintain a complex web of interwoven, dynamic and long-term relationships between suppliers, vendors, contractors, internal teams and their customers - and often their customers' customers.

Service optimization is the key to achieving business success for B2B organizations.

For any B2B business, service optimization is the key to achieving business success. Service optimization is the ability to glean coherent insight and achieve the most efficient use of processes and information - across all disciplines and teams - to provide real business efficiency and optimal service delivery. For nearly 20 years, Vivantio has been pioneering service optimization and this comprehensive guide showcases how to apply it to the latest evolution of business service.

To learn more or to download your copy of "Leveraging Breakthrough Service to Transform Your B2B Enterprise," click here.

Topics: Service Management News & Awards Vivantio Customer Service Service Strategy service optimization
4 min read

Separate Fact from Myth to Master Self Service

By Andrew Stevens on 6/3/20 9:00 AM

THE USE OF SELF SERVICE

Self Service is the most cost effective, efficient way for your end users to get help.

Still, recent data shows that it’s not being used nearly as often as it should be across service teams in nearly all industries.

In a recent post, we uncovered that given recent widespread, drastic changes to the way most organizations work on a day-to-day basis, Self Service use is at an all time low among organizations that count Self Service as a part of their overall strategy. The number of tickets opened via Self Service in Vivantio dropped more than 17% from March to April.

Further analysis from Vivantio’s Product Management team finds that 30% of Vivantio customers forgo the use of Self Service altogether.

And for 50% of Vivantio customers, self service is only a small part of their strategy, with fewer than 1 in 4 tickets being created via self service at those organizations.

self service myths and facts pie chart

Granted, it’s fair to say that self service isn’t the right choice for everyone – no two organizations or service teams are alike, and there are many factors that come into play when deciding not only how much focus you put on Self Service, but whether it should be a part of your strategy at all.

But if you’re part of the 75 percent of customers who aren’t using self service extensively, when was the last time you asked yourself why? To help answer that question, we’re going to look at some facts and myths about self service.

THE FACTS

FACT #1: SELF SERVICE IS MORE COST-EFFECTIVE

We surveyed some of our customers who have a balanced mix of tickets – email, Self Service and “walk ups” – to understand the impact of channel on the cost of resolving a ticket. And as you’d expect, Self Service wins. On average, Self-service tickets are resolved faster and with fewer touches than tickets logged via email.

FACT #2: SELF SERVICE SCALES

The same research showed – unsurprisingly – that the fastest way to get a ticket resolved was a walk-up. If you’re a technician and someone is in your office, on the phone or on Slack asking you questions, then you typically answer that person then and there. That’s how you provide great service, right?

Wrong. What about the five other customers who called, but received your “all staff are busy” message? Maybe one of those was a VIP customer. Maybe their next phone call isn’t to your tech support team, it’s to one of your competitors.

So how do you prioritize a walk-in over your current workload? Should that walk-in have jumped the queue to get your undivided attention? Have they stopped you working on something that’s far more important to the business? Self service is scalable and helps prevent this from happening.

On average, self-service tickets are resolved faster and with fewer touches than tickets logged via email.

FACT #3: SELF SERVICE IS EMPOWERING

We’ve all been there: we’ve run into a problem and we want to fix it. And we want to fix it now. Not when the support desk opens at 9am on Monday, nor when we reach our turn in a seemingly never-ending queue. If you have the resources to fix it yourself, you are going to try to do so. And what’s more is that next time, your first thought isn’t, “I need to call for help,” it will be, “I can probably take care of this myself.”

THE MYTHS

MYTH #1: CUSTOMERS DON’T WANT SELF SERVICE

You might think your customers don’t want Self Service. Maybe you’re right. If you ask your customers if they’d prefer Self Service versus a human on the line, some of them (maybe most of them) will pick a human.

Are you asking the right question, though? What if you ask, “Do you want the same end result, but sooner?” How about asking, “Do you want the issue resolved immediately or tomorrow?”

Of course, there is a time and a place for human contact, but with limited resources, you need to save it for where it counts.

MYTH #2: SELF SERVICE IS IMPERSONAL

OK, so this one is partially true. Bad Self Service is impersonal. Good Self Service isn’t.

Your Self-Service portal is the equivalent to your shop window, and like any shop window, it can put people off or it can welcome–even entice–them in. To entice customers to use Self Service, show them resources that are relevant to them. Give them easy access to their open tickets and service requests. Provide links to articles about the products and services they’ve purchased. Give them news about your business and your people. If you do, they’ll find your Self-Service portal incredibly valuable.

MYTH #3: SELF SERVICE ISN’T WORTH THE EFFORT

We won’t sugar coat it: getting Self Service right isn’t always easy. But if you take the time to do it right, it’ll pay for itself many times over. You don’t need a massive knowledge base, rigorously designed workflows or a huge team to make self service work for you. The only things you need to get started are a commitment to understanding your customers needs, and a desire to improve your service levels.

CONCLUSION

Self Service can be a critical part of your service management strategy, and it’s important to weigh the pros and cons of implementing it. Of course, there are huge benefits to Self Service when it’s done well, and hopefully we’ve given you some insight into those benefits as well as dispelled a couple of common myths. To learn more about the ins and outs of Self Service, check out our self service resource page.

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

Video: How Self-Service Portals Improve the Customer Service Experience

By Staff Writer on 3/20/20 9:00 AM


 

In this video, we explain how self-service portals play a key role in the customer service experience. They represent a company’s professionalism, brand, and its desire to help customers find answers to their questions, solve their own technical issues or find resources. The Vivantio service management platform enables service teams to build codeless, custom self-service portals tailored to business needs and customers.

You can get the latest insights on the impact self-service is having on service desk professionals and their customers in our exclusive report created in partnership with the Service Desk Institute (SDI).

Download your report here

SDI-SSReport thumbnail@2x

 

Topics: Service Management ITSM Customer Service Customer Self-Service Video
2 min read

Vivantio Named High Performer in G2 Winter 2020 Report

By Staff Writer on 3/17/20 9:00 AM

G2 CROWD RECOGNIZES VIVANTIO AS HIGH PERFORMER

Vivantio, an industry-leading IT service management software solution that empowers companies to achieve unparalleled service excellence, was recognized as a Higher Performer in G2 Crowd’s 2020 Winter Report. G2 Crowd 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 Crowd, Vivantio ranks highly in customer satisfaction and averages 4.1 out of 5 stars, with customers rating Vivantio most highly for ease-of-use, quality of support and ease of set-up. Vivantio centralizes service management operations within companies and enables users to reduce operational costs, improve response times, meet performance objectives and maintain customer service excellence.


"The application is logical and efficient, promoting effective use. We are often surprised by additional features that provide well though-out functionality. The workflow functionality was significantly better than we expected. It adds a lot of value!”

– G2 Crowd Reviewer, Executive Sponsor in Cosmetics; A Mid-Market Company


Vivantio’s success over the past 17 years is due to its focus on creating a platform that consistently provides best value with flexible licensing, prioritizes customer satisfaction and support, and is a feature-rich, configurable platform that can be customized to business needs.

To see how Vivantio can help your company achieve service excellence, book a demo today.

Abi is giving a demonstration on the features of Vivantio

About Vivantio

In 2003, inspired by the desire to empower customers to solve complex problems with simple solutions, we created and deployed the world’s very first SaaS service management platform. Today, Vivantio’s multi-tenant platform is reliable, customizable, secure and trusted by leading service teams across the globe.

About G2 Crowd

G2 is the world’s largest tech marketplace where businesses can discover, review and manage the technology they need to reach their potential. Rankings are based on how likely users are to recommend the product to others, how satisfied they are and the popularity of the platform.

Topics: Service Desk Software News & Awards ITSM Vivantio Customer Service ITSM Solution ITSM Tools
5 min read

Why Operational Level Agreements Matter & How to Use Them in Vivantio

By Andrew Stevens on 2/28/20 9:00 AM

WHAT ARE OPERATIONAL LEVEL AGREEMENTS?

In order to provide excellent customer service, you need to meet your service level agreements (SLAs): the agreements you have with your customers about the level of service you’ll provide. But how do you make sure you’re doing that? And if you’re not doing it, how do you understand why? The first step is making sure you hit your internal goals: your operational level agreements (OLAs).

Whereas SLAs are focused on the customer, OLAs are in place to describe the level of service your internal teams can expect from each other. These might include relationships between your front line service desk and the teams who support them: network support, operations management, application management, desktop engineers, etc..

They can–and should!–be used as a key metric in service management because they allow teams to understand where bottlenecks are, and why they’re not hitting those all-important SLAs. OLAs should also be transparent so that everyone knows what their own targets are, and the impact it has on the rest of the business.

However, sometimes service teams bite off more they can chew when attempting to measure SLAs and ultimately fail to meet them. Instead of setting goals for the sake of having them, start small by clarifying or setting up OLAs within your ITSM software tool. From there, you can begin building out SLAs.

Here’s how you can use task management in Vivantio to ensure your OLAs are being met.

TASK MANAGEMENT IN VIVANTIO

Task management in Vivantio can help companies meet OLAs and, in turn, meet target SLAs. Task management can be enabled in all ticket types in the Vivantio service management platform.

In Vivantio Pro, you can assign tasks to licensed technicians. Vivantio ITSM goes a step further and allows you to assign tasks to both licensed technicians and non-licensed end-users.

With task management enabled, technicians can create tasks for the different work required to complete the ticket. The list of tasks can be viewed easily from the ticket. Tasks have the same core capabilities as tickets, including their own set of configurations (categories, status, etc.) and of course a full history of the work done.

There are three ways that tasks are created in Vivantio: Ad hoc as needed, via trigger rules, and through Vivantio’s workflows. Regardless of the way tasks are created, you can easily view them from the ticket to track progress. Here are examples of creating a task using each way.

AD HOC TASK CREATION

Within Vivantio, users can create ad-hoc tickets as needed in order to request internal or external help to meet an OLA. Perhaps a technician is working on a P4 support request that came in with a corresponding SLA of 16 hours. While working on the request, they discover they’re not trained in a specific area of the required work and will need to ask their colleague for help.

To do this, they can manually assign out an ad-hoc task from within the ticket to their colleague – or if they don’t know who specifically to ask, an assignment group – describing what they need help with.

At this time, four hours have already passed on the SLA and only 12 hours remain. When assigning out the task, the technician gives the task an appropriate OLA to ensure that their colleague knows when they need to have the work completed in order to meet the ticket’s SLA.

Screenshot of ad-hoc tasks outlines

This is a simple way to get started with OLAs. You might wonder why you don’t just re-assign the ticket, but there’s a few advantages in using task management. First up, you get to track each different piece of work separately; one ticket might need work to be completed by four different teams.

Vivantio will let you track the time each team/user owned the ticket, but it’s a lot easier to understand the timeline of a ticket when you’re using task management. Second, and we’ll talk more about the importance of this in a later blog, you improve the customer experience by ensuring the customer has a single named point of contact for their ticket so they don’t end up feeling like the buck is being passed.

Third, you make it very clear to other teams exactly what they do and don’t need to do so there’s no digging through the ticket history to find out their role in resolving this issue.

TASK CREATION VIA TRIGGER RULES

You can automate task creation within Vivantio using trigger rules. For example, when a request is logged reporting that a computer is lost or stolen, there are tasks that always need to be completed by both the IT team and the security team. Due to compliance reasons, it is required that this kind of request needs to be closed out within an eight-hour SLA.

Trigger rules can be created to automatically assign out the required tasks to the IT team and security team any time a lost or stolen computer request is logged. The tasks can have their own associated OLAs so that the teams know how long they have to complete the work in order to meet the request’s SLA.

The below screenshot shows two tasks that were automatically created via trigger rule due to the type of ticket that was logged.

Screenshot of trigger rule tasks outline

Clicking into one of the tasks, we can see the SLA for the task, providing the target time to complete the work by.

Screenshot security task outline

This is a simple way to get your team started using tasks for repetitive work requests. Sometimes though, this isn’t quite enough. You need to ensure tasks are completed in a certain order, or tasks are only worked on after approval has been given. If that’s the case, then you need workflows.

WORKFLOWS

Automated workflows within Vivantio can also help you and your team manage your OLAs. For instance, say a customer of a software company submits a support request, which requires a specific process involving multiple people to complete. The request falls into a P2 priority request with a close SLA of 40 hours on a 9-to-5 working time plan, or five business days from the customer’s view.

Based on the category of the request, four different support teams will need to work on the request in a sequential order. In Vivantio, a specific workflow which automates the assignment of the process tasks is automatically kicked off using Vivantio’s trigger business rules.

Tasks are automatically assigned out to each team when it is their time to complete their portion of the work. In order to meet the SLA agreed upon with the customer, the total time in the SLA is broken down into OLAs, or smaller chunks of time which are allocated to each team.

Screenshot of OLA workflow diagram

There are several tasks that need to be completed by different teams and technicians during the workflow. In order to make sure to meet the target SLA, you can use operational level agreements for each task that is assigned out in the workflow.

This allows each person who is assigned a task to be aware of how much time they have in order to complete the task. The target OLAs for each task are set up to leave time for the transition between tasks and to complete the tasks themselves.

CONCLUSION

If you’re wondering why you aren’t meeting your SLAs, then implementing OLAs is a good first step in understanding why. Whichever approach you use for Task Management in Vivantio, you can use the reporting tools you’re already familiar with to review your performance, understand which teams are creating bottlenecks, and fix the issues at the source.

Topics: Service Management SLA ITSM Customer Center Customer Service Automation IT Service Automation OLA

Video: Vivantio Empowers Teams To Provide Focused Customer Service

By Staff Writer on 7/26/19 9:00 AM

 


At Vivantio, we develop, deliver and support service management software focused on improving your teams’ customer support levels because we believe that providing excellent customer service is the core of any organization, including ours.

We took some time during the Service Desk and IT Support Conference in London to explain how Vivantio’s unique business model unlocks the very best customer service possible.

Topics: Service Management Vivantio Customer Service Video