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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

Vivantio Launches FLEXBridge™ for Superior Customer Service Integrations

By Staff Writer on 5/14/21 10:19 AM

Boston MA (May 5, 2021) -Vivantio, a leading provider of customer service optimization software and solutions, is launching FLEXBridge™, a new integrations platform that facilitates connections between Vivantio’s Unified Service Platform and other line-of-business applications. FLEXBridge allows information from applications commonly used in enterprise service management, customer service management and IT to be made available safely and securely within Vivantio’s Service Management tool.

“With the integration of FLEXBridge, Vivantio continues to showcase its leadership and innovation in the B2B customer service software space,” said Andrew Stevens, Vice President of Technology. “As businesses grow and service management is increasingly digitized, there is a strong need for all related service management and delivery tools to be tightly integrated. FLEXBridge was designed for demanding B2B service teams who prioritize delivering world-class service to their customers.”

FLEXBridge serves as the core of Vivantio’s Unified Service Platform, allowing information from disparate customer service systems within an organization to be shared safely and securely. This new integration will reduce the amount of time, human resources and capital it takes to fulfill customer service requests, resulting in higher customer satisfaction and reduced costs for B2B firms.

Of the many benefits FLEXBridge offers, it is:

  • Easy to use: Bridges to other systems are created and maintained using a simple wizard-based process
  • Centralized: All administration, monitoring and maintenance is carried out via the web-based admin portal, even when using on-premises agents
  • Extensible: Unlike other vendors, the FLEXBridge platform isn’t limited to “well-known” tools – support is available for connecting to in-house developed, legacy and on-premises tools
  • Cost-effective: Customers can configure any number of bridges (subject to the bridge type being available within their product tier) without additional cost
  • Out of the box: Bridges will include links to CRM tools such as Salesforce, MDM software such as Microsoft InTune, JAMF, and Ninja RMM, and IAM solutions such as Azure and Okta

The innovation of Vivantio’s FLEXBridge platform further underscores that the key to achieving business success is through Service Optimization. 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.  To learn how to apply Service Optimization to the latest evolution of business service, please read Vivantio’s latest report here. 

About Vivantio

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. 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 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 service optimization flexbridge press release
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

Now available on demand, don't miss Greg Rich, CEO of Vivantio and Alexis Mackie, Customer Success Manager 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