Case Studies

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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. With campuses in Plymouth, Exeter and Exmouth , their commitment to being accessible to a wide cross-section of the community is supported by flexible learning opportunities, and a broad portfolio of programmes, with strong academic and vocational emphasis. Plymouth has performed very well in all teaching reviews carried out by external bodies since 1996.

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 college delivers high quality education and training to over 15,000 students annually and offers courses at all levels from short, introductory courses up to full degrees and postgraduate training. Peterborough Regional College has achieved an excellent OFSTED / ALI inspection, placing it in the top 5% of general FE colleges nationally, and has won prestigious awards for marketing and publicity, their catering training restaurant and, uniquely, successive Helena Kennedy Awards for student achievement. The College's mission is to achieve Success in a caring college'.

The BOC Group

As part of The Linde Group, BOC Gases, with its 120-year history of customer service, today operates around the globe. Their business and reputation is built around their customers. Whatever the industry or interest, they continue to respond to its needs as quickly and effectively as possible. The ever-changing requirements of customers are the driving force behind the development of all their products, technologies and support services.

AltaOne Federal Credit Union

AltaOne offers a full line of financial services, including savings, checking, IRA, term share accounts, direct deposit, youth accounts, Visa Cards, home equity lines of credit, real estate loans, signature loans, as well as boat, car, truck, off road vehicle, motorcycle and RV loans with an asset size of greater than $380 million and more than 37,000 members.

ERC Dataplus

ERC Dataplus offers companies web-based tools for managing and administering human resource tasks including employee recruiting and selection. From job seeker assessment to deployment of career site development capability, clients can advertise job openings and pre-qualify job seekers against company, location and job-specific criteria. Clients can automate the task of educating job seekers about their organization and current job opportunities capture detailed information about job candidates, and schedule the next step in the recruiting process 24 hours a day, seven days a week, all automatically.

Center For Disease Control (CDC)

The Centers for Disease Control and Prevention (CDC) is recognized as the lead federal agency for protecting the health and safety of people - at home and abroad, providing credible information to enhance health decisions, and promoting health through strong partnerships. CDC serves as the national focus for developing and applying disease prevention and control, environmental health, and health promotion and education activities designed to improve the health of the people of the United States.

JDS Healthcare Corporation

The Pharmacist Network, a division of JDS Healthcare, is an innovative professional network that combines state-of-the-art telecommunications and software technologies to provide medication information and advice for patients throughout British Columbia. With the Pharmacist Network, individual callers are able to obtain up-to-date information about their medications from community pharmacists. This "first of its kind" network in North America links practicing healthcare professionals directly to patients using standard phone connections.

Market Wire

Market Wire is the third largest newswire in the U.S. A full-service distributor of company press releases and financial news announcements, Market Wire offers the best value in the newswire industry, boasting the most secure, innovative, cost-effective, and comprehensive distribution of news with real-time news feeds to AP, Dow Jones, Bloomberg, Reuters, Yahoo!, Google, MarketWatch, AOL, MSNBC, Motley Fool, Lexis-Nexis, Factiva and thousands of other leading websites, newswires, and databases. Market Wire's news is directly integrated into the editorial systems of hundreds of newspapers and broadcast outlets and is also sent to more than 30,000 individual journalists. The Company has more than 3,000 clients.

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. Renowned for excellent healthcare services, Mater Private Healthcare offers a wealth of medical expertise, boasting some of the most technologically advanced facilities in Europe.

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. Kingston is situated on the River Thames in south West London, twelve miles from central London and eight miles from the M25.

HRH Geological Services

HRH Geological Services provides integrated geological software and service solutions to the exploration and production industry worldwide. Spanning almost 20 years, their success has been built on an in depth understanding of their industry and attention to detail.

RESA

Wayne RESA is a regional educational service agency that provides services and support to Wayne County’s 34 school districts aimed at improving student achievement and maximizing economies of scale in staff development, purchasing, and administrative services. Services range from curriculum consulting and staff development, helping districts maximize technology use in the classroom, software applications for district student and administrative services, group purchasing and more.

Clintons

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.

Cascade Valley Hospital & 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.

Lender Processing

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.

Hospital Use Case Study

There are few things as important as quality patient care. Now, more than ever, medical facilities are under pressure to provide the best quality of service at the lowest cost. Administrators must manage the balance of keeping up to date with technology while ensuring the maximum life cycle out of their equipment.

City of Philadelphia Neighborhood Liason Program

Who knows better than the citizens living in a neighborhood what the real day-to-day problems are? From minor everyday issues to larger community incidents the City of Philadelphia knew that engaging its citizens to join in the dialogue of reporting concerns would bring improvement to each neighborhood’s quality of life.

Applegreen

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. From fuel, to groceries, to hot and cold meals, Applegreen strives to go above and beyond to provide the very best service to their customers.

ABNB Federal Credit Union

The IT department at ABNB needed a more powerful support solution than the popular help desk software they had in place. Moving beyond IT, the flexible Novo software is also being utilized in the company’s operations center and call center, consolidating processes and saving money.