When you understand your customers, it’s easier to give them better service
MANAGE CUSTOMER RELATIONSHIPS
Vivantio’s CRM brings all your customer information into one centralized location, providing a 360 view of you customer service operations
Case Management
Keep an audit of all tickets and requests made by individuals within your customers organization. Produce monthly case reports to share with customers on achievements and user satisfaction
Contracts & Service Levels
Maintain contract records for each customer and manage customer service levels from within the customer record. When combined with case management, view historical performance on service delivery metrics
Customer Configuration
Make use of a Configuration Management Database (CMDB) to record the software, hardware, and services you deliver to each customer. Map dependencies to shared services to assess and understand the impact of changes and outages
Self Service & Knowledge Management
Deploy white-labelled or co-branded self-service portals for your customers to access knowledge, configuration data, contracts and license information. Handle incidents and requests and route them immediately to the right resolver teams
CAPTURE WHAT MATTERS
Vivantio CRM makes it easy to retrieve vital customer information and helps you find opportunities to win more business by providing crucial insight into your customers changing needs
Locations and People
Keep records of customer locations and people from within that organization that rely on you for support or customer services
Impact
Use the CMDB to setup relationships between configuration items such as hardware, software, services, and people. Be proactive in understanding the impact on your customers when services fail
Custom Forms and Fields
Create multiple forms and fields to capture specific information about your customers and the services you offer
FEATURE HIGHLIGHT: Custom Forms and Fields
VIVANTIO NAMED HIGH PERFORMER
G2 recognizes Vivantio as High Performer once again, based on user reviews
You understand that some customers require different services to others or have unique needs – your service management platform should be able to support that individualized approach
Customer Service Levels
Centralize service level agreements for all or some customers, or create bespoke service level agreements for flagship customers
Customer Categories
Configure customer specific categories, ensuring tickets are only logged for the products and/or services that each customer has purchased from you
Customer Knowledge Base
Link global knowledge base articles to specific customers based on products and services you offer
Dedicated Self Service
For customers looking for a dedicated experience for their users, create multiple instances of self service adopting the customers brand
REPORT
2020 SURVEY: SELF-SERVICE STRATEGIES
In partnership with Service Desk Institute (SDI), we surveyed service desk professionals to learn how they employ self-service to their customers
Make it easier than ever for your customers to get the help and support they need
Email to Ticket
Automatically convert incoming emails to tickets and manage all messaging history in one spot
Self Service
Reduce call times and and boost customer experience by providing a self-service portal for raising and monitoring tickets and service requests
Chat
Chat with customers through self-service to resolve simple issues and save transcripts of the chat to the Vivantio ticket history
How Self-Service Portals Improve The Customer Service Experience
Learn how self-service portals play a key role in the customer service experience.
The Vivantio service management platform enables service teams to build codeless, custom self-service portals tailored to business needs and customers.