Triversity Selects Peregrine Systems ServiceCenter

Previously, Triversitys 60-person Global Help Desk team used three non- integrated in-house service desks to support employees and more than 500 retailers in 32 countries. To continue expanding its business, Triversity recognized that the company had to consolidate its multiple service desks to one enterprise-wide system using a single centralized database. Triversity chose Peregrines ServiceCenter. Triversitys system had operated separately on service desks that functioned with different databases of client and internal information and resolution methodologies. As the company grew rapidly, the volume of service desk inquiries rose. It became increasingly difficult to guarantee consistent levels of service because technicians had to search the three systems for customer information and appropriate resolutions. With ServiceCenter providing easy access to data, Triversitys Global Help Desk team can respond quickly to more than 185,000 employee and customer calls a year, while keeping wait times to a minimum. ServiceCenters centralized data repository and standard workflows enable Triversitys support team to search for solutions to common technology issues and respond consistently, thus ensuring prompt, accurate problem resolution and high satisfaction. ServiceCenter also facilitates the service request process for Triversitys software customers in the retail industry. Through Peregrines Get-Services, a user-friendly self-service Web-based application, Triversitys customers can request service, report problems, receive automated technical support and check status directly from their desktops from any location at any time.