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1 min read

Making Sales Easier With Good Customer Service

By Staff Writer on 12/28/21 12:08 PM

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. 

Topics: Customer Service customer service platform Service-Sales Connection
2 min read

Vivantio Named Best Customer Service Management Software Provider 2021

By Staff Writer on 11/2/21 12:51 PM

November 1, 2021 - Vivantio, a leading provider of customer service optimization software and solutions for demanding B2B service teams, has been named Best Customer Service Management Platform - USA by Acquisition International's Corporate Excellence Awards. The Corporate Excellence Awards were launched by CV Magazine to showcase companies and individuals that are committed to innovation, business growth, and providing the very best products and services to clients across a wide range of industries.

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"Today, every business is a service business. Even traditional companies in industries like healthcare and energy/utilities are rapidly acknowledging their roles in ‘co-creating value’ with their customers," says Greg Rich, CEO for Vivantio. "Business leaders seeking a competitive advantage are realizing that they need to align their organizations so that customer service plays a central role in all their business activities. Vivantio continues to help thousands of users across multiple industries elevate their customers’ experience and I’m proud our company has been recognized as a leader in the field of customer service management platforms."

What sets Vivantio apart is that it empowers its customers to take charge of their service operation and deliver the best possible service experience to their customers. Implementation can be completed in a fraction of the time compared to other enterprise solutions, and through intuitive and easy configuration, not customization, system administrators are in full control of their service operations.

Vivantio is also one of the only solutions that have combined a native CRM module with ITSM processes into a platform designed to enhance and elevate customer support and experience. By leveraging these two technologies, all service teams can now make use of decades of proven best practice to elevate service across the enterprise, not just in IT.

The Corporate Excellence Awards are judged purely on merit with all potential winners assessed against multiple relevant criteria, including company performance over a given period of time, expertise within the industry, sector or region, previous accolades won, and client testimonials or recommendations.

More information on the award and how Vivantio keeps "Customer Service at the Centre" is available in the latest issue of Corporate Excellence Magazine found here.  

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Learn more about our award-winning Customer Service Management platform by booking 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. 

 

Topics: Customer Service Management Customer Service Optimization customer service platform
2 min read

Cheaper isn't always better when you're looking at a Service Management platform

By Staff Writer on 5/3/21 12:15 AM

(It may not even be cheaper - in the long run.) 

 

While no Service manager in 2021 has "extra" budget to throw around, it's also unwise to compare Service Management platforms simply on their advertised monthly charge per seat. Factors like inadequate functionality, costs of training, and the expenses of implementing and coding customized solutions can have major impact on the price you'll ultimately pay for your solution.

Fortunately, protecting yourself from unwelcome surprises can be accomplished by asking a few key questions at the outset:

Does the platform integrate easily with our other enterprise systems?


Achieving true service optimization requires new levels of enterprise visibility. And while all forms of integration require a serious effort, many popular platforms require extensive customer interface work—if they even accommodate real-time integration at all.

It's important to calculate the value of being able to give customers the latest information—from a single "source of truth" within your organization. Similarly, the ability for your Customer Service team to contribute to the updating of enterprise-wide data from a single interface can be extremely valuable in both time savings and accuracy/reduction of errors.

Multiply that by the proven customer satisfaction "dividend" of proactive communications (based on dynamic information and triggers from all your interfaced systems) and the value of the right system becomes readily apparent.

Can the platform manage our external and internal customers as required?

Maybe you're trying to accommodate many different customers with different SLAs...Maybe you need to serve both external and internal customers in an integrated way...Maybe you manage several different brands within a larger parent company...

In any of these cases, it will be important for you to easily adapt the rules, scripts and processes for each of these groups of customers. Make sure the platform you choose can easily make these kinds of distinctions—without a lot of custom re-coding.

The more functionality you have out-of-the-box with your Service Management platform, the sooner you'll be boosting your KPIs for optimized service.

How dependent will we be on outside consultants to make it work for us?

Some of today's popular platforms require extensive implementation assistance. To make the product appealing, the monthly cost may not appear too high—until you begin to add-in consulting fees.

Being able to easily do more with your in-house resources not only save you money, but can get your initiatives moving faster as well. After all, who knows your company and processes better than your own people?

Look for platforms that allow for easy configuration as opposed to platforms that demand extensive re-coding and customization.

A closer look can make a big difference

Peeling back the label of low-entry pricing can reveal many hidden costs of a Service Management platform. Finding a partner that has the right features to support your full list of needs—today and in the future—is where you'll realize the ultimate value and keep your total cost of ownership exactly where you want it to be.

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

Topics: Customer Service Optimization comparing customer service solutions pricing Total Cost of Ownership customer service platform
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