Issue 10 2021

customer insight as well as leveraging a single, holistic source of data and reporting. Leveraging this single source of truth, through business intelligence (BI), can uncover new efficiencies and profitable opportunities. The COVID-19 pandemic has changed how many businesses work and businesses in today’s remote world need to meet the needs of their customers’ elevated expectations. This is especially true for B2B companies that maintain a complex web of inter-woven, dynamic and long-term relationships between suppliers, vendors, contractors, internal teams, and their customers—and often their customers’ customers. Those businesses which can connect easily with their customers find that they can achieve improved business outcomes across the board. Providing a digital-first, customer-focused strategy through self-service allows customers to act at times and places of their choosing with seamless access to content, support, scheduling and purchasing through a website or customer portal. This combination of digital and non-digital tactics – and a holistic, cross-functional view of the enterprise, provide Vivantio clients with a competitive edge. Today, every business is a service business. Even traditional companies in industries like healthcare and energy/utilities are rapidly acknowledging their roles in ‘co-creating value’ with their customers. Business leaders seeking a competitive advantage are aligning their organizations so that customer service plays a central role in all their business activities. The Vivantio team maintains a collaborative, customer-centric culture that encourages participation in humanitarian initiatives and professional development. Everyone at Vivantio is united by the goal of delivering exceptional customer service, and that approach has allowed the company to make a real difference to their clients. Their efforts have opened the door for many to thrive in difficult circumstances. And as the world tilts to a new sort of working, they remain at the forefront of empowering their clients to deliver the best possible customer service experience. US: +1- 617-982-0390 | UK: +44-1934-424840 Email: [email protected] Web Address: Issue 10 2021 9 Customer Service At The Centre Customer service is a key part of any business’s success and being able to optimize that service can often transform a company to the next level. Here’s a look at Vivantio, named Best Customer Service Management Software Provider 2021 – USA in Acquisition International’s Corporate Excellence Awards, to see how their platform can support you in elevating your customer experience. Founded in 2003, 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 founded on the principle that customer service should be at the heart of all organizations, and today, thousands of users across multiple industries rely on Vivantio to elevate their customers’ experience. What sets Vivantio apart is that it empowers its customers to take charge of their service operation and deliver the best possible service experience to their customers. Implementation can be completed in a fraction of the time compared to other enterprise solutions, and through intuitive and easy configuration, not customization, system administrators are in full control of their service operations. Vivantio is one of the only solutions that have combined a native CRM module with ITSM processes into a platform designed to enhance and elevate customer support and experience. By leveraging these two technologies, all service teams can now make use of decades of proven best practice to elevate service across the enterprise, not just in IT. For any B2B business, service optimization is the key to achieving business success. Vivantio’s platform offers teams the ability to glean coherent insight and achieve the most efficient use of processes and information, which provides optimal service delivery. It also allows organizations to evaluate and map the customer journey and value chain with a focus on the interactions between service teams and customers to improve responsiveness and operational efficiencies. In addition to this, their FLEXBridge technology enables the creation of partner ecosystems with a multitude of different providers to allow service teams to gain a 360-degree view of their customers. This eliminates the need to shuffle among multiple disparate systems for Aug21496