Case Study: Marvell Israel achieves call-center-free, organization-wide IT support and improved efficiency with SysAid

Marvell Israel - Customer Case Study

Marvell Israel, a 1,200-employee arm of the global semiconductor company Marvell, faced the challenge of delivering world-class, real-time IT support across a rapidly growing and recently consolidated organization. Management wanted a single, efficient support channel to replace legacy call-center approaches and to standardize incident handling across multiple sites and newly acquired teams.

Marvell implemented SysAid in 2003 and, backed by management support and user training, made it the exclusive channel for IT requests. Using simple web forms, automatic assignment, notifications, documentation and powerful admin tools (filters, search, escalation and SSO), SysAid eliminated the call center, sped initial feedback and resolution, and scaled beyond IT into logistics, R&D and finance. The result was a unified platform for submitting, tracking and analyzing incidents, higher support quality, lower overhead and broad cross-department adoption.

Marvell Israel

Maoz Mussel

Information Applications Group Manager in IT