About Vivantio

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. Key features include dashboards, charts and reports, routing, assignments and forms with custom fields. Vivantio also offers incident management, problem management, change management, workflow tracking and configurable ticketing. Based on need other features include help desk tools, call center elements and knowledge management. The system is compatible with Apple iOS and Windows and can be accessed from mobile devices remotely. Vivantio also offers client management, which allows users to input business logic to automatically route, assign and prioritize tickets based on location, client and more. Users can also create and manage service contracts. Vivantio offers services on an annual subscription basis. It also offers a perpetual license for a one-time fee. Support is available via phone, email and through an online knowledge base. Vivantio’s product set is comprised of four editions, Value, Vital, Velocity and Visionary, that align with a business’ immediate needs on a platform that can scale with their business: • VALUE: For those looking to centralize customer service operations and provide their teams with the tools to succeed • VITAL: Designed for growing service teams looking to improve their operations, improve efficiency and reduce costs • VELOCITY: Built to scale and meet complex service management needs across multiple teams and departments • VISIONARY: A totally flexible solution for global enterprise companies looking for white glove service Vivantio. Flexible Software. Focused Service.
Vivantio Software - CRM Management (For Customer Service Teams). For other internal service teams, this can be disabled.
Vivantio Software - Incident, Problem, Change and Service request views. The layout and fields for each ticket type are fully configurable.
Vivantio Software - Asset Management. Including impact maps with upstream and downstream configuration items.
Vivantio Software - Knowledge Management. Can be used internally, as well as published to the customer Self Service portal.
Vivantio Software - Optimize service with workflows and automation. Not just for ticket management, but also handles complex change requests.
Vivantio Software - Dashboards, Reports and Analytics. Pull from our report catalog, create your own reports with the report builder, or integrate with 3rd party tools like Microsoft PowerBI.
Vivantio video
Vivantio Software - CRM Management (For Customer Service Teams). For other internal service teams, this can be disabled. - thumbnail
Vivantio Software - Incident, Problem, Change and Service request views. The layout and fields for each ticket type are fully configurable. - thumbnail
Vivantio Software - Asset Management. Including impact maps with upstream and downstream configuration items. - thumbnail
Vivantio Software - Knowledge Management. Can be used internally, as well as published to the customer Self Service portal. - thumbnail
Vivantio Software - Optimize service with workflows and automation. Not just for ticket management, but also handles complex change requests. - thumbnail

Vivantio pricing

Vivantio does not have a free version but does offer a free trial. Vivantio paid version starts at USD 42.00/year.

Starting Price:
USD 42.00/year
Free Version:
No
Free trial:
Yes

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Vivantio Reviews

Feature rating

Value for Money
4.2
Functionality
4.2
Ease of Use
4.2
Customer Support
4.4
5 reviews of 166 View all reviews
Verified Reviewer
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 14/06/2018

INTUITIVE TICKET MANAGEMENT SYSTEM

Every Day use uses little machine resources so other applications can run at the same time.
compatible with most commercial browsers.

Pros

Self contained tool with build in reports and logs, reliable for the most part. Very intuitive for the amateur user, Forgiving when errors occurs,

Cons

Occasionally crashes and some menus not coherent with others. No software is %100 reliable. It is improve daily

Sam
  • Industry: Hospital & Health Care
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 14/04/2021

Excellent product and customer service

Pros

The software is easily customisable and changed pre and post-launch of the system, meaning that you can launch, get it wrong and change it. The capabilities seem endless and offers all requirements that we need.

Cons

The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.

Alternatives Considered

HappyFox Help Desk, TOPdesk, Zoho Desk and Zendesk

Reasons for Switching to Vivantio

Vivantio's customer service and demo support was top of the range. The product is great and the implementation team guide you through everything.
Chrysanthos
  • Industry: Education Management
  • Company size: Self Employed
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 08/07/2022

One of the best customer management software

It provides customer service optimization and solutions. With Vivantio, businesses can achieve unparalleled service excellence by combining enterprise-level software with scalable, flexible and intuitive cloud-based solutions.

Pros

You can do everything you need with it and it has a lot of features. A good feature is the ability to edit emails in rich text with company branding, and users can be given granular permissions. In addition, the ITSM package offers several automation options. It has been a pleasure working with Vivantio's support team. System configuration can be as simple or as complex as you like. You may want high-level information in some areas without getting distracted by details that other systems require. It's suitable for that. In general the pros are:
A user-friendly interface that can be easily adapted.
Specifically, queue management and task ownership.
I never encountered any outage due to stable performance and availability.
The level of technical support

Cons

There is not a lot to dislike about Viviantio. Maybe adding more simplicity to the software

Response from Vivantio

Thank you so much for your fantastic feedback Chrysanthos, it's great to hear that your business needs are being fulfilled by continual automation and functionality that our ITSM subscription offers. We continually strive to meet customer expectations and it's always lovely to hear such great feedback.

We really appreciate your constructive comments on setting up more simplicity to the software. It would be great to set up a call to discuss this further, this is to ensure we feedback details to our Product team as we continually strive for product excellence. Please do contact myself on [email protected] for any further feedback or assistance.

Replied 19/07/2022
Darren
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
1
Customer Support
4

3
Reviewed on 31/01/2017

Excellent Product Support but lacking finer details

Vivantio offers a ITIL service desk software that we use for software support. In general I have found the solution not very user friendly and in the last 3 years of using it, I found that little has changed to the basic user functionality to improve this despite many feature requests to aid this. A key example of this is that, in 2017, it is still not possible for all emails in the system to show the pictures that are embedded.

In the past, we have found that the quality of the software updates to the system lacking basic QA process and it has become quite simple to find bugs in the new features.

I would say that the support team is very good at getting back to you within half a business day and providing us with workarounds of problems that we have highlighted.

Pros

User Support, Workflow module

Cons

GUI, speed of page loads, lack of updates to key functionality

Polly Ann
  • Industry: Airlines/Aviation
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 06/04/2021

Best Part of Vivantio has been the Approval Process

Pros

Our company uses this software internally. So our employees are our customers, so to speak. I was able to configure the workflows to assign tasks to other employees to provide approval for things such as hardware/software purchases, access to our software systems, new employees, etc. Regular employees do not require a license to perform these approval tasks, which was not the case in the competing software. Also, the Self Service portal turned out so beautiful and useful to our employees. We get really good feedback from users. Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

Cons

The set up is very dependent on the Vivantio reps, and the self-help for configuration is not very useful. The reps do a fantastic job of leading the new user through configuration but some people like to do that themselves. I have admin'd other software and while other more popular software has more documentation, their reps are non-existent.

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