External customer self-service resource scheduling and change requests

[Julie_T]

My company performs change request for external customers. We use case records to enable the customers to engage with us via the support portal.
The issue is, all resource scheduling capability must be manually coordinated. There is no option we have found that enables customers via the support portal to schedule time with us (based on our availability).

We have spoken with ServiceNow, reviewed FSM as well as the old walk up tool, did google searches, checked forums, and we even checked with vendors at the conference, but no luck. I have found some companies that say they integrate but they are small company focused, use other 3rd party tools and for limited set of users. That doesn't work for large corporations.

We cannot be the only large company that needs to enable external customers (non-Itil licensed) to do self service scheduling of our resources.
Reaching out here in hope someone else has found a solution.

[Mark Manders]

There isn't an OOB way to do this. I have some customers who indeed plan time with customers, but they all use a record producer to request time and it's then handled through FSM (if it is truly onsite) or if it's an online call, it will be setup through a quick phone call after the request is made. They don't provide the availability (also to prevent claims by customers or the chance of double booking). 

[Julie_T]

Thanks for your input!
I thought of FSM but I didn't deep dive so not sure how much customization it would take. I will look further into it.
The quick phone call is what we are trying to reduce. We do 40-90k changes a year. So coordination calls cause a lot of overhead, especially since the dates/times sometimes need to be modified more than once.