BCS-Net, one of the leading e-service providers in the country, has deployed Peregrine Systems` ServiceCenter, supplied by CCH Enterprise Solutions, to automate its management processes. CCH Enterprise Solutions, the sole distributor for Peregrine Systems, is in the final stage of implementation.
BCS-Net provides high-end e-service solutions to a variety of customers, most of which are large corporate environments.
"To keep thousands of online users satisfied is a huge logistical problem," says Nazir Moosa, BCS-Net CEO. "I believe we have addressed this problem more than adequately with the Peregrine system. We believe Peregrine will lead to added efficiency and increased productivity at BCS-Net with its effective enterprise control methodology to maintain and improve productivity."
Peregrine ServiceCenter comprises a suite of integrated application modules that focus on interrelated events occurring in a corporation`s infrastructure. It provides a true enterprise solution by combining infrastructure event management with full lifecycle asset management.
Its consolidated service desk application provides a single point of control for all infrastructure and assets.
"We chose Peregrine because of its flexibility, customisability and variety of modules, which provide a cost-effective total integrated management suite," says Moosa.
BCS-Net is using the ServiceCenter management suite in its call centre to monitor and log calls, escalate and manage until closure. Management has access to calls needing attention, while technical staff use the software to record fault resolutions and salespeople use it to receive purchase requests.
BCS-Net provides outsourced IT infrastructural services to private and public sectors in Africa. These services include world carrier class telecommunications, virtual private networks, hosting services, professional services and its PC Shop.
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