Case Study: Annata streamlines customer service with Vivantio's self-service platform

Annata Streamlines Service To Customers Using Vivantio’s Self-Service Capabilities

Annata, a Microsoft Global Independent Software Vendor serving automotive and equipment industries, needed a service management platform that could replace its email-to-ticket process and scale with its growing customer base. The company was looking for a better way to support external B2B customers with self-service, multiple ticket types, SLA tracking, and a smoother, more personalized experience using Vivantio.

Vivantio implemented customizable self-service portals, custom forms and fields, ticket routing, workflows, and role-based permissions to capture better information upfront and direct requests to the right teams faster. Annata reports improved service efficiency, easier portal management, stronger internal and external ticket handling, and better visibility through reporting and SLA tools, with Vivantio’s support and professional services helping the team continuously refine the platform.

Annata

Becky Middleton

UK Customer Operations & Support Desk Manager