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Lender Processing Services
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Background
Lender Processing Services is the industry's number one provider of
mortgage processing services, settlement services and default
solutions, and the nation’s leading provider of integrated data,
servicing and technology solutions for mortgage lenders.
Today, each of the top 50 financial institutions in the
country uses at least one of LPS’s products and/or services.
Having a first-rate IT Department is essential to support all
of LPS’s vital commercial operations.
Situation
The IT department at Lender Processing Services manages a very busy
support operation. IT
personnel provide technical support for LPS employees as well as
their external facing customers. Issues must be resolved quickly and
efficiently to maintain high customer satisfaction.
LPS had a popular
enterprise help desk solution in place, but the shear complexity of
it caused problems. Making updates was challenging and the annual
support fees were very costly. LPS needed a web-based solution where
people could create and check tickets remotely and wanted to move
towards an ITIL/best practices support methodology.
Strategy
After looking at several request tracking solutions,
LPS selected the Novo Service Desk.
Not only does this solution allow end users to create and
check their own requests, the addition of the knowledge base tool
allows users and staff a means to search for answers.
The PC Inventory module is an added plus, allowing IT the
ability to automatically track and manage hardware.
Results
The IT department is running more efficiently than
ever. Because the user interface is highly intuitive staff and users
were quickly using the system.
The reporting is an improvement over the Enterprise solution
they replaced. The IT department is getting fewer calls and emails,
as users are now able to manage their own tickets and ticket
history. LPS’s customers
love it too because they can view tickets remotely from any
location. “The Novo
Service Desk has really helped streamline processes, reduce costs,
provide better metrics, and run a more efficient help desk”.
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