Perkins Coie Depends On Cireson Solutions to Manage IT and Non-IT Assets
Customer Company Size
Large Corporate
Region
- America
- Asia
Country
- United States
Product
- Cireson Solutions
- System Center Service Manager
- BMC Remedy
Tech Stack
- Service Manager
- Cireson Apps
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
- Facility Management
Use Cases
- Remote Asset Management
- Predictive Maintenance
- Process Control & Optimization
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Founded in 1912, Perkins Coie LLP is a law firm with 16 domestic and 2 international offices. They have over 1,000 lawyers representing companies of all sizes, from start-ups to Fortune 50 corporations. Perkins Coie employs 90 IT professionals. They support over 2,500 users and manage over 4,500 devices from 10 locations.
The Challenge
The IT team at Perkins Coie originally used an older version of BMC Remedy. However, to efficiently support over 2,500 users in multiple locations, they needed a more advanced solution with better automation features. The IT team had two options – to upgrade the Remedy solution, or to go with another offering. After looking at a few options, they decided to deploy System Center Service Manager. It was more cost-effective than an upgrade of the old system, and it offered many of the features they wanted. To alleviate some of the setbacks they experienced with Service Manager, the Perkins Coie IT team turned to Cireson. The IT team hoped to achieve 3 main goals with the deployment of the new system: to remove manual steps from their daily operations (such as data entry of the incoming email volume), to create a better reporting system, and a better automation system, integrated with other tools.
The Solution
Today, Service Manager and Cireson has helped Perkins Coie to achieve 2 goals – to improve their record keeping system, and to reduce the time needed to manually enter data into the system. 'Even though it was more complicated to use, it was also more powerful, and we knew it was better for our long-term automation goal,' commented David Sebba. 'Our goal would have been impossible to achieve with Remedy.' They are still working on their third goal -- to extend the system’s automation capabilities to the whole company. Today, it is mostly used by the IT department, and, as an experiment, the marketing department. The marketing team uses the system to submit and track requests for work items (brochures, bios, etc.) Eventually, Perkins Coie hopes to extend these capabilities to all the departments, enabling the employees to have one place to go for any request. 'As we move forward with bringing on other non-IT groups, and rolling out the Self-Service Portal, we’ll be in a position to revolutionize how our administrative groups deliver service to our customers.' 'Cireson’s support and expertise has been invaluable in helping us work through some of the challenges we faced with Service Manager,' said David Sebba.
Operational Impact
Quantitative Benefit
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