FLEXIBLE SOFTWARE, FOCUSED SERVICE

FEATURES BY EDITION: CUSTOMER SERVICE MANAGEMENT

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
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
Role Based Permissions
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