perinova

perinova Chose Xurrent to Optimize Service Performance

EFFICIENT WORKFLOW AUTOMATION

SEAMLESS CUSTOMER ONBOARDING

STREAMLINED CUSTOMER COLLABORATION

“New managed service customers can be onboarded in a matter of 1-2 weeks. We get the user information in the tool and create a trust between the old instance and Xurrent. Then the customer can simply log in when they need our services.”

Stefan Wagner, CEO and Head of Consulting at perinova

ONE innovative tool for perinova and its customers improves user experience and efficiency

Leading workplace and digitization expert perinova IT-Management Group supports medium-sized and large companies in the DACH region with their digital transformation and provides the optimal service for permanent operation. They have a clear focus on the Modern Workplace, Modern Collaboration, IaaS, PaaS, and SaaS and have many years of ITSM/ESM experience. Ever since its foundation in 2004, consultancy and managed service provider (MSP) perinova strives to be technologically up-to-date and make interesting innovations and concepts available to its customers. 

Looking for a future-proof ESM tool for smart and easy customer collaboration

perinova has around 100 employees, most of whom work in the managed service department. They have many different managed service projects with dedicated people working with shared or dedicated services for customers. They focus on endpoints/end-user devices such as laptops, tablets, mobile devices, etc.

perinova initially only provided consultancy services, which is when they onboarded Ivanti and Microsoft. Today, they are no longer just focused on project work but also on managed services, things like Windows updates, implementing software packages, and providing security services. The previous tool was felt too complex and not smart enough, particularly when working with managed service customers. Markus Gonser, Lead Consultant ITSM/ESM at perinova, explains: 

“We were looking for a tool to onboard customers in a smart and easy way and efficiently manage services ourselves.”

“Our customers are getting bigger and bigger, and we have dedicated people working for them. We have already onboarded several customers in Xurrent, the process is smart and easy.”

Xurrent partner perinova has now added the tool to its services and also sells consulting and licenses to customers. In collaboration with perinova, they use it for things like asset management, inventory management, and the Windows platform service, and plan to use more out-of-the-box features such as the Xurrent Shop and SCRUM support. 

Markus: “With Xurrent, we want to establish more shared platform services and combine the different tools in one tool we can all work in, internally and externally. We will do some integrations with the bigger customers, so they can easily raise a service request with us. The good thing is that we don’t need to change the tool at the customer end for that.” 

perinova has around 250 active customers it provides services for. In Xurrent, raising tickets for service requests will be much easier, particularly for managed service customers. 

Markus says, “Xurrent fits perfectly into our concept. It is a next-generation enterprise service management platform, as the entire product is service-oriented and structured. It has the advantage that standardized processes are already implemented and ready to go, and also ensures that the customer doesn’t commission the tool before the services are properly defined.” 

“Thanks to the standardization, no deep technical know-how is required on the part of the customer either, so the implementation of further domains can be carried out with little start-up time. And the flexible licensing model is also a revolution in the ITSM sector with customers only paying for what they need when they need it.”

Markus Gonser

Lead Consultant ITSM/ESM at perinova

“Working with Xurrent is a great experience. We like working together, also with the other Xurrent partners. They are all smart; it is nice to be part of an innovative service management network and create great things together to improve our customers’ service experience.”

Implementation

The implementation was off to a quick start; it took just a couple of months. The contract was signed in June, and in August 2022, the first customer was onboarded. Stefan Wagner, CEO and Head of Consulting at perinova, explains: “The start was even better than expected. It all went very fast. We assigned the order for the implementation, and a few hours later, Xurrent was available for existing customers to log on and raise a service request.”

“New managed service customers can be onboarded in a matter of 1-2 weeks. We get the user information in the tool and create a trust between the old instance and Xurrent. Then the customer can simply log in when they need our services.”

perinova also onboarded one customer who didn’t have a tool and another whose contract with another tool expired. They were quick to change to Xurrent when they saw the demo and heard about the flexible licensing costs. perinova has created a managed service menu with 20-30 services customers can choose from. More is to follow. 

Training

For managed service customers, working in Xurrent is pretty easy as they are connected to perinova’s tenants.

For the project/consultancy customers, small workshops were held with one or two example services created together with the customer. After that, they were able to use Xurrent.

Depending on the customer, perinova decides which training is needed. It depends on the modules the customer will start with.

Scope

• Request Fulfillment
• Incident Management
• Configuration and Asset Management
• Service Level Management
• Project Management
• Change Management (for a customer project)

Integrations

SSO and SCIM are used for all customers.

Great results so far

Users are very happy with the new service-centric solution. The first customers have already been convinced to use Xurrent in their own companies, for their internal IT staff, or to create their own instance for HR or other departments. perinova and its customers use Xurrent as a full-blown enterprise service management (ESM) tool and appreciate the improved user experience and efficiency this brings.

Markus: “One cloud-based and user-friendly tool for all is so much better than working in several as we did before. For starters, you only have to check one tool, and it greatly improves efficiency and collaboration with internal as well as external users and providers. Xurrent saves us a lot of time and resources; we need less to
do more.”

With Xurrent, users can create customized interfaces, and it is very simple to configure services and make them available for the user. Also, it is easy to integrate customers; it only takes half a day to onboard a customer. The team greatly appreciates the application programming interface (API) for connecting different systems to Xurrent. With the previous solutions, this was nowhere near as easy.

Stefan: “The multi-language capability is also great. Auto Translation in Xurrent makes a big difference in communication as it removes an important barrier.”

Markus: “I really appreciate the Project Management module; I already created some projects to handle my own Xurrent projects with customers. The templates are very flexible; you can add individual tasks depending on the requirements of the individual projects. It is easy to create individual forms for several use cases.”

Stefan adds: “The workflows and automation rules in Xurrent are great. This will help us work far more efficiently. Now, much is still done manually, but in the near future, we are looking to automate a lot of this in Xurrent.”

Aside from incident and request management, perinova wants to establish an on and off-boarding process in Xurrent and automate things like contract management, mobile contracts, software requests, asset management, security-relevant issues, and more.
“We aim to handle all services we provide to our managed service customers in Xurrent. This way, Xurrent will make it possible for us to grow faster.”

Markus: “The webshop functionality is particularly great for MSPs like us. It is one of the main features for many customers. perinova will use it for the deployment of applications, among others. We are developing an App catalog that provides customers with more information about the apps and their costs, if there are any. In the background, there can be a workflow to obtain approval from management.”

“Working with Xurrent is a great experience. We like working together, also with the other Xurrent partners. They are all smart; it is nice to be part of an innovative service management network and create great things together to improve our customers’ service experience.”

“The webshop functionality is particularly great for MSPs like us. It is one of the main features for many customers. perinova will use it for the deployment of applications, among others. We are developing an App catalog that provides customers with more information about the apps and their costs, if there are any. In the background, there can be a workflow to obtain approval from management.” — Markus Gonser, Lead Consultant ITSM/ESM at perinova