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Shared Services Case Study
Imagine the challenges of managing over 100 convenience stores with over 1500 employees and growing – that is what Petrogas Global Limited, trading as Applegreen does every day in the beautiful country of Ireland.
Managing all of the various store assets is quite an undertaking. Everyday equipment, including cash registers, fuel pumps and coffee machines, needs to be in good working order to serve customers. Employees must be trained and kept abreast of current company
information, and it is essential that corporate management is alert to recurring or problem
issues in each store. Initially purchasing the software for IT, the Novo software was later
implemented as a powerful tracking solution across multiple departments.
ABNB Federal Credit Union
ABNB serves over 49,000 members and is one of the largest home-based financial institutions in the Hampton Roads, Virginia area. Having well run internal operations is key to maintaining their high service standards.
The IT department needed a more powerful support solution than the popular help desk software they had in place and selected the Novo Service Desk. The Novo software is so versatile it is in use in the companies operations center and call center, as well as IT,
consolidating processes and saving money.
Citizen Request Management
City of Philadelphia Neighborhood Liason Program
All municipalities have to deal with problems such as sidewalk repairs, graffiti, or other disrepair issues. It is challenging for city workers to always be aware of these troubles as they arise, and can be difficult for citizens to know just who to call to make a report.
The city of Philadelphia knew that if they could make it easier for the citizens to dialogue with them, they could empower citizens to help make their neighborhoods a better place for all. Thus began the idea for the “Neighborhood Liaison Program” as part of their
Philly 311 call service.
Hospital Use Case Study
The Novo Suite of support products is effective in many environments, especially in medical facilities. Because of it’s superior flexibility, one innovative customer used our software in some very creative ways. By setting custom rules, utilizing workflows, and implementing easy-to-create templates, this hospital system (of over 500 employees) brought robust request tracking into multiple departments across multiple facilities.
Support/Request Tracking Case Studies
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. LPS had a popular enterprise help desk solution in place, but the shear complexity of it caused problems. 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.
Cascade Valley Hospital & Clinics
The hospital’s IT Department is responsible for managing all of the computer and peripheral systems for the main hospital and clinics. As systems needed repair, paper work orders were sent to the IT department for processing. A system was needed to organize, track and manage the trouble tickets for the IT department so that tickets could be quickly and properly routed for processing. The Cascade Valley Hospital & Clinics selected the Novo Help Desk Software as their issue management solution.
Managing hundreds of stores with more than 3000 point of sale registers, Clintons utilized a support application to log all problems and queries, however the existing software did not meet their growing needs. With only basic functionality, it did not monitor help desk agent performance to identify which stores were having major problems. Clintons clearly needed to look for another application with stronger features to manage their internal support. After looking at several help desk solutions, Clintons selected the Novo Help Desk Enterprise.
The RESA Administrative Technologies division serves 65 school districts, public school academies and other intermediate districts throughout the State of Michigan that are members of the Wayne RESA Computer Consortium. RESA’s Computer Consortium provides training, support and application development in specialized areas of study. The Consortium relies heavily on computer software and hardware components, and these systems that support the training must be in peak performance. RESA selected The Novo Customer Support Suite (Help Desk & Knowledge Base) to manage their IT issues.
HRH Geological Services
HRH Geological Services provides integrated geological software and service solutions to the exploration and production industry worldwide. As a software vendor with a large client base HRH Geological Services understands the need for effective client-to-vendor communication. From basic installation and use issues to issue tracking, HRH needed an effective way to provide answers to commonly asked questions as well as to manage support issues. HRH selected the Novo Customer Support Suite including the knowledge base and help desk.
The Royal Borough of Kingston upon Thames
The Royal Borough of Kingston upon Thames is the second smallest London Borough (after the City of London) and one of only four Royal Boroughs in England and Wales. The Housing IT Development Department, which supports over 300 users including areas of the Community Service directorate and external property maintenance contractors, was in need of a powerful tracking system to provide technical support. The Novo Service Desk was quickly implemented to begin tracking support calls and incidents.
Mater Private Healthcare
Ireland’s leading private healthcare group, Mater Private Healthcare, has been combining world class medical facilities and world leading health professionals in Ireland for many years. The IT department needed an issue tracking system to track and manage the IT requests that arose within the hospital. The Mater Private Hospital chose the Novo Customer Support Suite, which bundles the Novo Help Desk with the Novo Knowledge Base.
Knowledge Management Case Studies
Market Wire has seven offices around the country: Los Angeles, San Francisco, Chicago, New York, Austin, Dallas and Washington D.C. Market Wire needed an application that could be used as a source for everyone to look up information whenever they needed it. Contact information, competitive intelligence, news archived FAQ’s, etc, all needed to be accessible from one single place. Market Wire selected the Novo Knowledge Base to manage their corporate knowledge sharing.
JDS Healthcare Corporation
JDS Healthcare communicates a wide variety of information for patients. Keeping track of up to the minute policies, procedures and processes requires fast access to a broad range of information. Their goal is to provide pharmacists with quick answers to any question regarding medications for their patients. With 45 pharmacists linked to the network, the knowledge base needed to be updated frequently and easy to use.
Center For Disease Control (CDC)
In today’s global environment, new diseases have the potential to spread across the world in a matter of days, or even hours, making early detection and action more important than ever. The ability to have accurate, up-to-date information at hand is essential in emergency response situations. CDC plays a critical role in controlling these diseases, traveling at a moment’s notice to investigate outbreaks abroad or at home.
ERC Dataplus needed to provide their clients with round the clock service in order to provide high levels of access to their system. As an application service provider, the ERC Dataplus system allowed their corporate clients to engage in recruitment of new employees worldwide. They required ongoing support for information and answers to their questions from hundreds of recruiters about web-based recruiting activities for job candidates, details about the application, how things work, and capabilities.
AltaOne Federal Credit Union
AltaOne needed a system that would allow them to share information among their key management group comprising a network of external volunteers including individual volunteers as well as their Board of Directors. They especially wanted to overcome the inconvenience and difficulty managing hard copy documents and using traditional mail to deliver conference materials for their board meetings. The Novo Knowledge Base system was chosen to solve a problem that had been present for two to three years.
The BOC Group
As part of The Linde Group, BOC Gases, with its 120-year history of customer service, today operates around the globe. As in any large corporation, Human Relations is an integral part of company operations. Servicing over 450 line managers and 4200 employees in the UK/Ireland Division, The BOC Group needed a knowledge management solution to store the Human Resource documents for accurate and easy retrieval.
Peterborough Regional College
Peterborough Regional College is a major college of further and higher education situated in an attractive and extensive site near the centre of the cathedral city of Peterborough. The IT department maintains the college’s PC’s (over 1020) , representing 15,000 users. The team needed a central place to store information about IT procedures, general documentation, and network information. Peterborough Regional College selected the Novo Knowledge Base.
The University of Plymouth
The University of Plymouth is one of the UK’s most prominent and dynamic universities with an educational history dating back to 1862. Consistently ranked as one of the top three modern universities, Plymouth serves over 30,000 students with a staff close to 3000 members. A huge volume of Library enquiries required a large staff to manage the face-to-face and telephone inquiries. As demands increased, the University considered the option of a self-help service to provide 24/7 support and free up department staff to perform other needed tasks.