Announcing Elevated Client Service at MercuryWorks!
Today, MercuryWorks released a mature service catalog and tracking system for all clients!
Using My MercuryWorks, clients can now report problems, request work and ask questions, check on status and provide ad hoc input. We made it our mission to provide a single point of service requests, execution and clarity on points of contact.
Our Guiding Tenets
- Provide a single point of request for service
- Place the info alongside backlog, progress and budget tracking
- Empower self-service status information and collaboration
- Line up MercuryWorks operations to smoothly deliver service
- Make it easy to use – everywhere
What’s In Our Service Catalog?
We provide a selection of service types and the form for each type of request provides inputs relevant to the needed service. Our current service types are:
Problem Ticket
For performance dips or feature breaks. Severity levels: Critical (operations have significant loss/degradation), Moderate (operations continue but are impaired) and Minimal (operations function minor impediments).
Task
For times when a client needs a task executed; tasks come with severity, recognizing there are potentially urgent tasks that need to be carried out.
Request Feature
Select “Request A Feature” when you have an entirely new feature or addition to an existing feature to discuss.
UAT Issue
Select “Report UAT Issue” when you are in active user acceptance testing and have an issue needing resolution.
Software Release
Clients can request a release when they approve of resolved bug fixes or feature additions and would like to get them out into the field.
General Inquiry
Select “General Inquiry” when you have a question or information need that doesn’t fit any of the other categories.
Real-time Status
My MercuryWorks provides a real-time list of requests and status – as they’re being worked, you’ll see it. Take a look at our launch webinar to learn more about how we are using My MercuryWorks to provide top-notch service to our clients: