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Marval MSM Self Service will help reduce the strain on your service desk and deliver a meaningful experience to ensure that your customers actually use it.
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Search for Knowledge, view your Services and their status with live links to view more detailed information. A superb mechanism to communicate service outages while concurrently reducing (or potentially preventing altogether) unnecessary and repeated interactions into the service desk.
Interact with your request catalogue via ‘My Services’. Raise Service Requests, Incidents and Changes via easy to use forms which will capture all the required information the first time.
Provide your customers with the Knowledge they need to self-serve. After all, that’s what self-service is all about! Save your service desk time and your entire organisation money by providing your customers with relevant, quality knowledge.
Your customers will always want updates…. so, prevent time-consuming telephone calls by providing timely updates via self-service.
A customer view of a tailored Request Catalogue – based on service entitlement. Allow your customers to interact with their services via simple Incident, Service Request and Change forms!
From there, MSM’s powerful automation processes will streamline the entire lifecycle.
Give your customers a ‘quick view’ of all their entitled services, coupled with their current status. Traditional (and time consuming) methods are a thing of the past.
Need to get information out to your customers? A planned event, or perhaps commentary on a Major Incident? Use ‘News Articles’ to get your message out there – your customers will be informed, and the service desk will thank you when telephone call volumes plummet.
Customers can be sent a list of questions from a generated survey which can be set on a schedule or be sent adhoc for a request.
The Live Chat feature allows interaction between your customer and service desk agent, providing the ability for live communication with real people and potentially resolving issues quickly.
Whatever your aspirations might be, we have the technology, the expertise and the people to make them happen.
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