Software-as-a-Service Service Desk Provider Improves Customer Support Quality While Lowering Cost of Operations
Wellesley, Mass. - April 19, 2010 - THINKstrategies, Inc., the leading strategic consulting company focused on the business implications of the on-demand services market, announced today that Vivantiohas been named the latest winner of the Best of SaaS Showplace (BoSS) Awards program, which is aimed at promoting the measurable business benefits being delivered by today's Software-as-a-Service (SaaS) solutions.
The BoSS Awards program was announced in January 2009 to bring attention to SaaS companies that are producing tangible business benefits for specific user organizations. These benefits include increased sales, lower costs, higher customer satisfaction, faster operations and greater profitability.
Vivantio provides a suite of easy-to-deploy SaaS-based service management tools which enable customer service and support teams to increase productivity and save money. The flexibility and scalability of Vivantio's solutions are reflected in its diverse customer base which includes public sector organizations, corporate customers and small service companies.
For example, the Allegis Group is a global human resource management and recruitment services company which replaced its Remedy service desk from BMC with Vivantio's SaaS solution. As a result, customer call volumes dropped by 70% as a result of the use of automated emails and web self-service tools. This resulted in a sevenfold productivity gain in first line support which has been able to increase its capacity from 150 to 1000 calls per month with same number of people. In addition, Vivantio's SaaS model resolved Allegis Group's business continuity and disaster recovery planning concerns.
It is for these reasons that Vivantio has been named a Best of SaaS Showplace Award winner. A summary of the company's winning BoSS Award submission can be found at
"We are pleased to be recognized by THINKstrategies and the SaaS Showplace for the business value of our SaaS solution," said Russell Wiltshire, Director and Co-founder. "Our aim was to shake up the service desk market and offer a true alternative to on-premise software. We have a different business model, different values and a pioneering approach. This award shows that we're achieving what we set out to do."
"Optimizing the quality and performance of service desk operations is a critical objective for organizations of all sizes in today's challenging economic environment," stated Jeffrey M. Kaplan, the founder of the SaaS Showplace and Managing Director of THINKstrategies, the strategic consulting firm which conceived and administers the Showplace."Vivantio's SaaS solution enables organizations to achieve these objectives while reducing the costs of service desk operations."
Based on the success of the BoSS Awards program which focuses on SaaS solutions, THINKstrategies has launched the Cloud Computing Business Value (CCBV) Awards program to recognize companies which are delivering Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS) solutions producing measurable business benefits for their customers. For more information regarding the CCBV Awards, go to http://www.thinkstrategies.com/cloudcomputingawards.html.
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About the Best of SaaS Showplace (BoSS) Awards
The BoSS Award program is an ongoing initiative to identify and promote SaaS, and 'cloud computing', companies which are offering on-demand solutions which are generating measurable business benefits for their customers.
Give enterprise decision-makers a quick directory of the leading SaaS providers and a convenient source of valuable insight regarding SaaS trends.
Give SaaS providers a targeted tool to increase their visibility among enterprise decision-makers, and gain access to key enabling technology suppliers.
Give enabling technology suppliers a specialized platform to increase industry awareness regarding their SaaS solutions.
The SaaS Showplace is now the largest and highest ranked, vendor-independent, online directory and resource center of industry best practices in the SaaS market. For more information, go to www.saas-showplace.com.
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About THINKstrategies, Inc.
THINKstrategies, Inc. is the only strategic consulting services company formed specifically to address the unprecedented business challenges facing IT managers, solutions providers and investors today as the technology industry shifts toward a services orientation.
THINKstrategies' mission is to help our clients re-THINK their corporate strategies, and refocus their limited resources to achieve their business objectives. THINKstrategies helps enterprise decision-makers with their sourcing strategies, IT solutions providers with their marketing strategies, and VCs with their investment strategies.