Weetabix calls up Marval MSM for support services

Platform will help optimise service it provides customers and internal reporting

A bowl of Weetabix breakfast cereal

Weetabix has selected Marval MSM to provide its service management platform while the company undergoes significant changes as part of its digital transformation drive.

The cereal manufacturer selected Marval's MSM solution to optimise the services it provides for both customers and delivery partners, retailers and anyone else it touches during its supply chain process. It felt delivering services needed to be better aligned with the ITIL good practice framework.

"We are strengthening our processes and procedures and transforming the way we deliver our support services to meet current and future challenges," Ian Price, IT service delivery manager at Weetabix said. "We are enhancing the customer experience whilst working smarter and building a scalable function to support all areas of the business."

Other key objectives in the project included capturing interactions with customers that could be used to guide the company's service level targets and internal service management for its legal and HR departments, while simultaneously increasing its process automation and defining smarter working practices across the entire organisation.

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Service reporting was also one of the company's objectives, so it could demonstrate business value to the key business stakeholders and allow IT to become the key enabler to the business in its quest to improve the service offerings and customer journey.

Weetabix required Marval to roll out its proposal within six months of giving the go-ahead, including key ITIL processes, a self-service portal to ensure key employees could manage the platform and implementing Sarbanes-Oxley (SOX) compliance (corporate governance and accountability).

"We were not only looking for a software solution but also a company we could work with to help implement a service portfolio, standardise workflows and embed a culture of continual service improvement," Price added.

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