 |
Peregrine Systems, Inc. develops enterprise software solutions that enable organizations to evolve their IT service and asset management practices for reduced costs, improved service, and lower risk. Their asset and service management offerings address specific business problems, which make it possible for IT organizations to maintain a changing IT infrastructure, manage their relationships with end-users and service providers, and gain greater visibility into the how IT investments are performing.
Peregrine’s Support Profiler Tool is based on technology from Motive, Inc. and helps customers better understand and proactively manage their Peregrine application environment. The integration between the Peregrine Support Profiler Tool and ServiceCenter, Peregrine’s flagship service management software, provides customer support representatives with accurate information about each customer’s IT environment without ever leaving their ServiceCenter desktop. In addition, because this tool is also integrated with Peregrine’s Centerpoint customer support Web-site, accurate information about each customer’s IT environment will be available to customer support representatives before they begin work on the customers’ problems. This process has reduced resolution time by up to 90 percent on issues which require extensive environmental troubleshooting with Peregrine’s Technical Support. By eliminating the manual, time-intensive data-gathering process that’s necessary prior to troubleshooting any incident, Peregrine can further decrease its time to resolution, increase the efficiency of its customer support organization and accelerate customer satisfaction to an even higher level.
