Vivantio AI
AI across your whole service operation
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AIService Management
Automate & Configure
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AIIn B2B service environments, context matters. A ticket from a premium customer with an active major incident is different from a routine query from a standard account — even if the ticket looks the same. Vivantio's built-in CRM puts the full customer picture in front of agents at the moment they need it.
Built for service delivery — not sales. No separate CRM tool to maintain.
B2B service teams at leading organisations trust Vivantio
B2B service teams work with two disconnected views — the ticket in the ITSM tool, the customer in Salesforce or a spreadsheet. Agents either switch back and forth, or handle the ticket without context.
Without customer context built in…
Agent opens a ticket without knowing it's from your highest-SLA customer
SLA tier looked up manually per ticket — or guessed
Account history means switching to Salesforce, HubSpot, or a spreadsheet
Each customer account holds the full picture: organisation details, named contacts with roles and preferences, relationship history, active and historical tickets, and linked assets. When an agent opens a ticket, they see the customer's context alongside the request — not as a lookup in a separate system.
Vivantio CRM manages SLA entitlements at the account level — so the right response and resolution targets apply automatically when a ticket is raised by or on behalf of a customer. Premium customers get their contracted service level without manual per-ticket configuration. Per-customer SLA performance is visible in reporting, making it straightforward to demonstrate delivery against contractual commitments.
When a ticket arrives, agents see the full account picture immediately: all open tickets across teams, recent resolutions, linked assets, current SLA position, and whether there are active major incidents. No tool switching. No guessing whether this is part of a wider issue. Everything visible at a glance from the account record or from within the ticket itself.
Vivantio's CRM is a customer and account management module built for service delivery, not sales. It stores company and contact records, tracks service history, manages SLA entitlements per customer, and makes that context available at the point of service. Agents handling a ticket immediately see the customer's account, open issues, SLA tier and history without switching tools.
Vivantio CRM is designed for service delivery, not sales. Where Salesforce and HubSpot focus on pipeline management and customer acquisition, Vivantio CRM focuses on the service relationship — accounts, contacts, SLA entitlements, and service history — integrated directly with ITSM workflows in the same platform. No tool switching for agents.
Yes. Customer-level SLA entitlements mean a premium customer automatically receives different response and resolution targets. SLAs are applied automatically when a ticket is raised — no manual configuration per ticket.
Yes — it is designed for environments where a service team supports multiple customer organisations, each with their own contacts, entitlements and service history. It suits MSPs, ISVs, B2B SaaS support teams, and IT departments serving internal customers with differentiated SLAs.
We'll show you how Vivantio's CRM fits your customer and account structure — with a demo built around your service environment.
