FLEXIBLE SOFTWARE, FOCUSED SERVICE

FEATURES BY EDITION: CUSTOMER SERVICE MANAGMENT

VALUE

VITAL

VELOCITY

VISIONARY

ESSENTIALS

All the essential features required to get you up and running

Centralize Service Operations

  • Manage customers, locations and people
  • Keep all your tickets in one place
  • Simple SLAs

ADOPT BEST PRACTICE AND PROVEN SERVICE METHODOLOGY

  • Manage Multiple Tickets

  • Support for ITIL processes

  • Multiple SLAs

  • Knowledge Management

  • Asset Management

  • Surveys

  • Create internal Tasks

UNIFY SERVICE OPERATIONS THROUGHOUT EVERY TEAM

  • Requests across multiple departments and teams

  • Bespoke reports and dashboards

  • Track KPIs

  • Omni-channel support

  • Full Self-Service Capabilities

EXTEND SERVICE MANAGEMENT CAPABILITIES ACROSS THE ORGANIZATION

  • Create bespoke managed customer service solutions

FLEXIBLE SOFTWARE

With an easy to use and intuitive interface, Vivantio gives you all the tools you need to manage your service environment

Simple and Easy to Use

  • Simple, easy configuration

  • Intuitive interface

  • Be up and running in just a few hours with zero training

LEVERAGE IT SERVICE MANAGEMENT ACROSS CUSTOMER SERVICE TEAMS

  • Codeless setup with intuitive administration

  • Manage Incident, problem, change and service requests

  • Create ticket hierarchies

  • List, Kanban and Calendar view types

  • Custom forms, fields

  • Custom themes and branding

  • Custom dashboards and reports

AUTOMATE BUSINESS PROCESSES RIGHT ACROSS THE ORGANIZATION

  • Create unlimited ticket types

  • Full control over ticket configuration

  • Create multiple working time plans

  • Use roles and permissions for across department use

  • Advanced interactive searching

  • Automate reporting and track KPIs

BE IN TOTAL CONTROL OF YOUR SERVICE OPERATION

  • Bring together service teams across the globe

FOCUSED SERVICE

Features designed to enhance customer experience, communications and satisfaction

Consolidate Customer Information

  • Create an elevated experience for your customers

  • Win more business through enhanced services offering

  • Organize with Queues and tabs

  • Brand self-service portals

  • Empower your customers to solve their own problems through knowledge base

MANAGE BETTER RELATIONSHIPS WITH A LAZER FOCUS ON YOUR CUSTOMER

  • Per customer configuration

  • Home screens and watch lists to centralize your work

  • Highlighting rules

  • Templates and canned responses

  • Service request catalogs

  • Links to knowledge and help within tickets

DELIVER UNIQUE CUSTOMER EXPERIENCES, DRIVE FURTHER VALUE AND RETAIN MORE CUSTOMERS

  • Use Vivantio Insights to detect conflicts and warnings

  • Use real-time statistics to assess current activity

  • Create reporting wallboards

  • Per customer ticket categories and SLAs

  • Multiple customer branded portals

  • End user and tech to tech chat

UNIFY ALL YOUR COMPANY SERVICES INTO ONE UNIFIED PLATFORM

  • Gain visibility of service operations in every department and team

  • Unify your corporate approach to service delivery

  • Support the continued promotion of your core service values

SERVICE OPTIMIZATION

Improve service efficiency by deploying features designed to automate process, empower customers and reduce workload

BE A CUSTOMER SERVICE HERO

  • Save valuable time

  • Share information across your team

  • Receive alerts when customers add or update tickets

  • Mobile edition for management on the go

OPTIMIZE YOUR SERVICE OFFERING WITH ADVANCED ANALYTICS TO AUTOMATE BUSINESS PROCESSES

  • Custom dashboards and charts plus report builder

  • Track, monitor and report on multiple KPIs

  • Manage complex workflows

  • Create business rules for routing & escalating tickets

  • Technician performance monitoring

  • Service Level monitoring

  • Reduce customer wait times

  • Detect problems affecting multiple customers

EXTEND THE ENTIRE SERVICE OPERATIONS THROUGH BESPOKE BUSINESS WORKFLOWS AND ADVANCE ANALYTICS

  • Complex business rules for dynamic ticket assignments

  • Create scheduled events

  • Optimize Self Service through roles

  • Empower customer to solve their own issues

  • Support customers in getting the most form your products and services

  • Reduce technical resource

  • Mange risk and compliance

TAKE FULL CONTROL OF AUTOMATION AND INTEGRATION

  • Data Warehousing

UNIFIED PLATFORM

Empower your service team with information from across the business to better service your customers

MANAGE YOUR TEAM

  • Manage Groups / Users

  • Azure and On Prem Single Sign On

  • Stay secure with 2 Factor Authentication

CREATE A SERVICE STRATEGY AND BRING TEAMS TOGETHER TO DRIVE CUSTOMER SERVICE EXCELLENCE

  • Integrate with sales automation, marketing and customer success tools

  • Manage teams / users and roles

  • Role based permissions

  • Multiple tasks per service request

  • Dedicated team system areas

  • Department / team ticket types

  • Ticket hierarchy

SCALE ACROSS THE ENTIRE ORGANIZATION AND TAKE CONTROL OF SERVICE OPERATIONS

  • Integrate with all your business tools

  • Extend service operations with event management and asset discovery

  • Support other teams by pushing data to line of business applications

  • Integrate directly with Application Lifecyle Management solutions OOB integrations plus “build your own”

  • Centralize all KPI monitoring and reporting across all teams and platforms

SCALE ACROSS THE ENTIRE ORGANIZATION AND TAKE CONTROL OF SERVICE OPERATIONS

  • Hybrid Platform

  • API First – build your own

PEOPLE CENTERED SERVICE

We’re more than providers of useful technology. We are people focused on serving people – just like you

HELP WHEN YOU NEED IT

  • US and UK support centers

  • Access to help and support through multiple channels

SUPPORT FROM START TO FINISH

  • Dedicated Vivantio support and implementation – never outsourced

  • Multiple authentication types

  • Choice of data centers

  • Omni-channel support

  • Customer Success Team

  • User Group Access

  • User Forum

YOUR SERVICE PARTNER, WORKING WITH YOUR BUSINESS

  • Dedicated Customer Success Manager

  • Enterprise authentication methods

  • Extended support hours

  • Proof of concept builds with experienced implementation consultants pre purchase

DEDICATED SERVICE TEAM, WORKING IN, ON, AND FOR YOUR BUSINESS

  • C-Level Success Team

  • Worldwide application redundancy

  • Hybrid, full access platforms

  • All year reserved access to dedicated implementation consultants

JOIN 5000+ USERS GETTING FOCUSED SERVICE

GET A QUOTE

Vivantio offers an extensive range of features to fit your unique service offerings, which is why it’s important that we connect you with a solutions consultant who can assist you with selecting the best solution

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