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Service Management Helpdesk HR/Payroll/Recruitment Service Desk Customer Support Service Desk Outsourced Service Provider NHS National Programme for IT (NPfIT)

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You can do so much with HEAT. It‘s great realizing we bought a piece of software that the entire district can actually use, and we don‘t have to buy another application to do something else. HEAT grows with us.
Veronica Ariens, Supervisor for the Technology Support Center, Milwauk

Success Stories

Vivantio helps FEXCO increase calls logged by 70%

28/06/2008

Simplisys Ltd, a value added reseller for the leading UK service desk provider, has helped FEXCO merchant services progress from logging call in three separate systems to a single platform, allowing a 70% increase of calls logged by using Vivantio.

FEXCO is based in Ireland, though has offices in over 12 countries and operates globally employing 14,000+. FEXCO is a customer centric operation with products and services that focus on customers, making the need for a quick and efficient service desk a priority.

FEXCO in Ireland have a team of sixteen currently using Vivantio. The team deals with all customer related incidents as they arise. By using Vivantio FEXCO are able to quickly and efficently log calls. They have managed to significantly increase the volume of calls answered and logged as a direct result of the introduction of Vivantio. Records can instantly be created for each enquiry allowing them to be tracked and shared with the necessary departments. Call trend reports can be easily created and the resulting analysis used to help manage resources.

Rob Neal, Global support manager for FEXCO commented, "We are now able to see exactly what our customers are calling about and when they are calling. The call category facility enables us to provide feedback directly from our customers, to our software developers to continually develop our product to meet our customers‘ needs. Our Helpdesk now has the time to make proactive calls instead of just processing calls in."

Unlike its competitors, Vivantio is available for either on site installation or as a hosted subscription-based service where the software is provided through a standard Internet browser. The hosted option is a fully managed solution; there are no servers to maintain or backups to run. VIvantio is simple to customise with out the need for an in-house IT expert/dept.

Rob Neale said "The Vivantio user interface was cleaner and much more intuitive than any of the other applications reviewed. This, together with the speed and reporting were key factors as we wanted our Helpdesk to be able to log calls in real time, without having to negotiate through the various logging screens."

"Thanks to Vivantio we are able to monitor our business in detail like never before. We are now looking to extend Vivantio out to our field based Sales and Relationship Management teams, as well as enabling the self-service call logging to our customers. I suspect the initial introduction of Vivantio is the first phase of a much larger project!"

"Since adopting the Vivantio system in March for our Helpdesk, we have received excellent feedback from all users. Vivantio is extremely quick and intuitive and allows our operators to log calls quickly and efficiently.

Its hard to imagine life before Vivantio!"

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Success Stories

Vivantio helps FEXCO increase calls logged by 70%

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