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3 min read

Vivantio Recognized as High Performer by G2, Summer 2022

By Staff Writer on 6/24/22 4:37 PM

Vivantio Continues to Earn Top Performance Awards in ITSM, Help Desk, and Service Desk Categories from G2 

 

The G2 Summer 2022 performance awards are out and Vivantio has yet again been recognized as a High Performer in the ITSM, Help Desk and Service Desk categories across the US, UK and European markets.

G2 awards are amongst the most coveted in the software industry since they are based on the real user reviews and are backed up by a robust scoring framework across multiple KPIs.

With the total of 7 award badges earned for Summer 2022, Vivantio's continued performance success can be attributed to our ongoing efforts to deliver best value to our ITSM and CSM customers. Vivantio’s highly configurable service optimization platform is feature-rich and offers a perfect fit for mid-market organizations scaling for growth and expect white glove service from their service optimization partner.

2022HighPerformerSummerG2

Within the IT Service Management (ITSM) category, Vivantio has scored higher than the industry average on the customer satisfaction scale across all geographies, outranking such large industry competitors as Ivanti, BMC and Jira.

The G2 product qualification criteria for the ITSM category include the following:

  • Ability of the ITSM software to formalize IT processes and practices in line with the ITSM framework
  • Ability to handle internal service requests and have an incident ticketing system
  • Ability to track incidents and internal service requests on micro and macro scale
  • Organization and management of IT assets
  • IT service knowledge centralization capabilities

9 out of 10 Vivantio customers stated that the Vivantio ITSM product met their business requirements perfectly. Vivantio’s Active Directory, Ticket Routing Automation and Ticket Prioritization are some of the product features that our customers rank higher than the category average.

Many reviewers appreciated the ease of use of the Vivantio platform and raved about the quality of our white glove service support. Furthermore, an impressive 96% of the Vivantio customers expressed their confidence in our product roadmap with 8 out of 10 customers being extremely likely to recommend our product to others. 


"I would recommend Vivantio. Good product and service. "

– G2 Reviewer, Evette A, IS Manager


Within the Help Desk category, Vivantio’s satisfaction scores are equally impressive - outranking Jira Service Management, Help Scout, and a few other larger competitors.

The G2 Help Desk category product qualification criteria include the following requirements:

  • The ability of the Help Desk software to organize external customer inquiries into tickets for routing to support agents
  • Ability to aggregate inquiries from emails and online customer portals
  • Ability of the Help Desk software to promote quick service via efficient ticket assignments to the support agents.

9 out of 10 users of the Vivantio’s Help Desk software are delighted with the quality of support that they have been continuously receiving from our service and support teams: several reviewers stated that “the support team are fantastic” appreciating the help to create “a personalized experience for any business that purchase their service.”

When it comes to the Service Desk category, Vivantio continues its winning streak as a high performer. The G2 Service Desk category includes products that align with the following requirements:

  • Offer an internal ticketing systems for IT department inquiries
  • Have an employee portal for questions, issues or any other requests
  • Allow self-service knowledge base for employee empowerment
  • Offer IT asset management functionality

As with the previous two categories, 9 out 10 Service Desk category reviewers praised the quality of Vivantio support and the excellent product fit that matches their business needs.

To read more Vivantio reviews, visit our page on G2.

If you are ready to explore how Vivantio could help your organization solve service optimization challenges, we invite you to take our self-guided tour available 24/7 on our site.

Self-Guided Tour

Topics: Service Desk Software SaaS review help desk
2 min read

Vivantio Maintains High Performance Status from G2

By Staff Writer on 5/22/22 9:17 PM

Vivantio Maintains High Performer Recognition from G2 in Spring 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 in several categories in the 2022 Spring Report from G2. G2 is a product review platform where verified users review, rank and share experiences and feedback on various services and software products.

As a high performer on G2, Vivantio maintains their streak of ranking high in customer satisfaction and averages 4.2 out of 5 stars.  Recent reviews applauded Vivantio for being a "powerful and flexible tool" that is "easy to use" and "feature-rich".  In G2's latest Spring Report, Vivantio was noted as a High Performer in Europe, United Kingdom and overall Mid-Market in the categories of Service Desk, Help Desk and IT Service Management Tool.  

4badgesSpringG2

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. 


"Vivantio is a powerful and flexible tool that ensures our customer and asset data is in good hands. I find the power to layout and control our data as it suits us best is a great addition... "

– 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.  More reviews on G2 and other review sites are available here

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

demoSITS22Number 2

 

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 over 5.5 million people every month make smarter software decisions based on authentic peer reviews.

Topics: Service Desk Software SaaS review help desk
2 min read

Vivantio Continues Streak of Recognition from G2

By Staff Writer on 12/22/21 12:39 PM

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.

combowinter

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.

group-demo-with-laptop-2

 

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.

Topics: Service Desk Software SaaS review help desk
1 min read

3 Questions To Ask About Pricing - Vivantio Vibe Podcast

By Staff Writer on 11/15/21 1:58 PM

When it comes to deciding on a service management solution, pricing matters. But nobody likes surprise charges popping up!  That's why comparing platforms simply on an advertised monthly charge per seat is not the answer.  Cheaper isn't always better. 

Vivantio's Director of Digital Marketing Todd Carruth provides 3 questions you can ask to protect yourself from unwanted surprises when selecting your service management solution. 

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

 

Vivantio empowers your team with a robust service management solution that can be rapidly configured with only the features you want. Our editions are designed to align with your immediate needs on the same powerful platform that scales with your business.  Learn more about Vivantio pricing here. 

Ready to find out more?  Click below to get your free, no obligation demo. 

FREE DEMO

 

Topics: Security SaaS podcast
1 min read

4 Questions To Ask Your Vendor About Security - Podcast

By Staff Writer on 10/11/21 5:07 PM

October is National Cybersecurity Awareness Month and this month on the Vivantio Vibe podcast, we dive into security issues, trust factors and some questions you should ask to make sure your software vendor will keep your company and your customer's data safe. 

Director of Digital Marketing and Vivantio Vibe podcast host Todd Carruth shares 4 questions to ask your vendor about security. 

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

 

As you listen to the podcast, here are some of the referenced links for more detailed information: 

Security is paramount in IT Service Management and at Vivantio, we place the same amount of value in security as you do. Learn how we prioritize the security of our users and their customers' data with this free white paper. 

Topics: Security SaaS podcast
2 min read

Vivantio Named High Performer/Momentum Leader from G2

By Staff Writer on 10/4/21 1:29 PM

G2 recognizes Vivantio as a High Performer and Momentum Leader for Fall 2021 Report

Vivantio, a leading provider of customer service optimization software and solutions for demanding B2B service teams, was recognized as a Higher Performer and Momentum Leader in several categories in the G2 2021 Fall 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 ranks highly in customer satisfaction and averages 4.2 out of 5 stars, with customers rating Vivantio most highly for ease-of-use, quality of support and configurability. For G2's 2021 Fall Report, Vivantio was noted as a High Performer in the United Kingdom, 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. 


"Vivantio ticks all of the boxes.  The system does all aspects of the ITIL processes required for my business. It's straightforward to configure and set up; you can make it as simple or complex as you need depending on your business requirements.

– G2 Reviewer, Administrator, Leisure, Travel & Tourism 


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.

group-demo-with-laptop-2

 

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.

Topics: Service Desk Software SaaS review help desk
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
1 min read

Are you ignoring your best chance for boosting monthly revenue? (Hint: It's not a sales problem.)

By Staff Writer on 4/19/21 1:00 AM

Revenue pressure is at an all-time high—whether you're an established telecom provider or a scrappy SaaS startup. 2020's seismic impact will linger well into the coming months and everyone is struggling to make up for lost time. If you are looking exclusively at your Sales team to drive KPIs like monthly recurring revenue (MRR) you might be missing a major opportunity.

The shortcut to higher MRR runs through Customer Service

One of the major culprits in declining revenues is customer churn. The cost of continually finding, acquiring, and on-boarding new customers is substantial—not to mention how long that process can take.

Stopping the "leaky boat" of customer churn—by attending to issues of Customer Service— should be a first-priority for companies where this is an issue.

To see why, we can look at a typical customer journey that encompasses Sales, Service Management, and Customer Success phases. As the figure below shows, you can accelerate (or bypass altogether) several steps in the process by focusing on better service which can boost KPIs in retention, cross-sell and up-sell areas.

serviceloop

Methods for achieving this kind of acceleration can be gathered under the discipline of Service Optimization, and Vivantio can provide some excellent evidence for starting a Service Optimization effort. (Download our 35-page report here, for a start!)

A 73% revenue boost—from your Service Team

The venture capitalist and business author Tomasz Tunguz published an analysis of how achieving even a 5% negative net churn rate could impact the customer value for a SaaS provider. In his example, the average customer’s monthly recurring revenue (MRR) increased by 73%.

Vivantio can help you quickly and affordably develop an infrastructure—based around a Unified Service Management Platform—to support the kind of Customer Service that delivers on this promise. We're especially adept at helping Customer Service/CX leaders within companies that manage multiple teams or support multiple brands.

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

Topics: customer churn Revenue Strategies Customer Service Optimization Customer Journey SaaS
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