After a year-long investigation, Allegis Group chose The Vivantio Platform. The solution enables customers to email in queries and be automatically assigned a reference number, leading in turn to enquiry routing through to the relevant Allegis Group support contact. The result has been a cut in resolution times that has transformed the customer experience almost overnight. “We also found customer call volumes dropped by as much as 70 per cent as they gained confidence through receipt of automated emails indicating progress of their enquiry,” says Davies.
Allegis Group has also been impressed by the reporting capability of Vivantio, enabling management to understand quickly how many calls have been handled and how many are resolved within Service Level Agreements. Vivantio’s reporting also offers the facility to check loading levels per operative.
In addition, Allegis Group has found Vivantio’s built-in knowledge-base, together with ‘known issues’ write-ups, are great aids to resolving queries rapidly. Because this area of the system can be made available to relevant customers, it has also enabled a greater degree of self-service.
“The watchword with Vivantio is ease-of-use and a passion to work with you to make sure the system is meeting your needs,” says Davies. “We get very rapid reaction if we ask for new functionality. The savings have also been dramatic. What we might have spent in one week working with a competitor product we will spend in our first year working with Vivantio. We are also finding that because the system is so intuitive I can perform changes such as adding new customers to the system without involving Vivantio at all.”
Davies adds that he was particularly impressed by Vivantio’s speed of deployment:
“Vivantio engineers were able to configure and populate the system rapidly which meant that from making our decision to go with Vivantio to ‘go live’ took just 10 days. We literally turned off the old system within two weeks – it was an incredibly easy transition.”
Following the success of this deployment, Allegis has since expanded its use of The Vivantio Platform into other departments across the group.