Boston, MA, USA
Sep 8, 2022   |  By Vivantio Team
For an IT team, the ability to respond to problems efficiently is arguably one of the most important aspects of the department. Sluggish reactions to IT issues can slow down an entire business, leaving core functions of an office slowed down or even completely unable to be performed. As a result, business leaders have a significant interest in ITSM ticketing systems.
Sep 1, 2022   |  By Vivantio Team
As businesses grow, hire more employees, and develop larger networks of IT assets, their need for a more comprehensive IT strategy grows. There has to be a framework upon which they handle requests, issues, or anything else relating to their internal network to keep a mid-size business running smoothly, This is where IT Service Management (ITSM) comes in. ITSM goes beyond just a basic ticketing system, setting a solid foundation with sets of procedures for every key aspect of IT.
Aug 18, 2022   |  By Vivantio Team
Ticket management is key to speeding up customer service and improving its quality. Time saved on routing and responding to helpdesk tickets can be invested in offering more personalized, in-depth assistance once an associate contacts a client. This is why efficient ticket management isn’t just about speed but also quality.
Aug 16, 2022   |  By Vivantio Team
For B2B sellers, one-off sales aren’t enough to grow a consistent book of business. While closing an initial sale is excellent on its own, utilizing that sale as an opportunity to convert one-time buyers into long-term, loyal clients are the key to a thriving B2B business. As a result, B2B customer churn is something every business owner should consider reducing.
Aug 11, 2022   |  By Vivantio Team
At its core, any B2B business’s goal is to provide value to its clients. Fortunately, the product or service being sold isn’t the only way for a company to demonstrate or provide value. There are countless opportunities for B2B sellers to act less like a supplier, and more like a partner before, during, and after the sale. That is why we will review the B2B customer journey and how businesses can optimize using proven frameworks and analytics from their operations.
Aug 9, 2022   |  By Vivantio Team
Customer service is paramount in growing a modern business, especially in B2B markets. Business owners and professional buyers value companies they can build long-lasting, satisfying business relationships with. To prove that this is possible, the firm they’re partnering with needs to put emphasis on planning out the customer journey. As far as B2B customer service best practices go, planning is arguably the most important.
Aug 4, 2022   |  By Vivantio Team
When it comes to adopting new philosophies, practices, and technologies, businesses tend to give disproportionate focus on the sales process. While the sales process is a vital aspect of increasing revenues through initial conversion, around 60% of buyers say that they would switch to a new brand in a given industry after one bad customer service experience. This figure only begins to demonstrate the overwhelming importance of offering a personalized, efficient customer service system.
Aug 2, 2022   |  By Vivantio Team
In the modern world of B2B, all organizations now have to be hyper-focused on service. And not just within the customer service teams, but right across the entire fabric of the organization. Good customer service across the board is an organization’s key to customer retention and expansion.
Jul 28, 2022   |  By Vivantio Team
It’s no secret that people expect great customer service wherever they go. A survey found that 95% of customers say that customer service is key for brand loyalty. More than 60% of those same customers say that they have deserted a brand and switched over to a rival company because of poor customer service. However, any growing business is bound to face the difficulties of scaling their customer service operations, especially if they’re old-fashioned.
Jul 28, 2022   |  By Greg Rich
The customer service management process is a crucial part of maintaining customer relationships. It helps businesses keep track of customer interactions, identify and resolve customer issues, and ensure quality and consistency in the customer experience. By understanding the key points of contact in the customer service management process, businesses can ensure they are providing the best possible service to their customers while also improving their bottom line.
Mar 1, 2022   |  By Vivantio
Is your service management software supporting the needs of all of your service departments? Vivantio's service management platform is flexible for a reason - that's what our customers need. Even though many of our customers originally explored Vivantio for IT purposes, they quickly discovered just how easy it is to accommodate the needs of other business units. Watch and learn how Vivantio can support the departments in your business.
Jan 31, 2022   |  By Vivantio
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.
Dec 29, 2021   |  By Vivantio
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.
Dec 8, 2021   |  By Vivantio
To drive better engagement and truly transform customer experience (CX), it's critical to make as much helpful—and current—data-driven information available via self-service. 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.
Nov 11, 2021   |  By Vivantio
One of the major culprits in declining revenues is customer churn. Stop this "leaky boat" by attending to issues of customer service and help drive your KPIs like Monthly Recurring Revenue. Vivantio can help by providing a Unified Service Management Platform that delivers on Customer Service Optimization.
Jan 10, 2020   |  By Vivantio
Are you a company with multiple departments using the same ITSM platform or an IT service desk with multiple technicians? If so, you might want to enable roles and permissions. Roles and permissions are crucial because they determine who–and what departments–can perform certain operations and access particular (e.g., confidential) data within the software. In this video, Lauren, our content marketing specialist, provides an overview of the roles and permissions capabilities within the Vivantio platform.
Oct 22, 2019   |  By Vivantio
Watch this video from the 2019 Service Desk and IT Support Conference in London earlier this year to learn how Vivantio's unique business model unlocks the very best customer service possible.
Oct 22, 2019   |  By Vivantio
In this video, product specialist Melissa provides an overview and demonstrates the functionality of creating custom forms and fields in Vivantio.
Oct 22, 2019   |  By Vivantio
In this video, Melissa, one of our product specialists, will demonstrate how users can automate business processes using workflows in Vivantio.
Oct 22, 2019   |  By Vivantio
Vivantio provides several ways to view tickets based upon technician preference and the type of customer service requests being fulfilled. Check out this video to learn more.
Nov 22, 2021   |  By Vivantio
As you are learning more about options in the market, it's key to understand what factors indicate the best possible value. Get all the details about these elements such as: Download your free copy of our guide to make sure you're asking the right questions and getting the platform you actually need.
Nov 22, 2021   |  By Vivantio
We profiled real-life mid-level and enterprise service desks to determine how to get the business value from ticket prioritization. Learn more about each element of our research including: Download your free copy of our complete guide to improve your ticket performances.
Nov 1, 2021   |  By Vivantio
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 by addressing potential concerns such as: Download your free copy of this guide to learn what industry-leading security measures look like.
Nov 1, 2021   |  By Vivantio
There have been many debates about what's better - software-as-a-service (SaaS) or on-premise delivery. Find out why we believe cloud-based service management beats other options like: Download your free copy of our whitepaper to break through the debate and learn why SaaS is the best option for any service team.

Our highly configurable service management solution empowers you to take charge and deliver the best possible service experience to your customers.

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.

Elevate Your Customer Experience:

  • Empower Teams: Our powerful, yet simple and intuitive configuration puts you and your team in control so you can be up and running quickly, allowing you to focus on what is important – delivering stellar service to your customers.
  • Enable Operations: Streamline service operations to increase productivity and accelerate response times to customers, all through a simple and easy to use interface.
  • Elevate Customer Experience: Leverage service optimization and integrate with other line of business platforms to deliver maximum, measurable business value.