Case Study: Clintons improves help desk performance with Novo Solutions

Clintons - Customer Case Study

Clintons, the UK’s largest specialist retailer of greetings cards and related products, needed a better way to manage internal IT and operational support across hundreds of stores and thousands of POS registers. Their existing help desk application was basic, slow, and lacked the reporting, tracking, and performance visibility they needed to handle growing support demands. Novo Solutions’ Novo Help Desk Enterprise was selected to replace it.

Novo Solutions implemented a web-based help desk platform that was faster to deploy and offered flexible administration, custom rules, alerting, reporting, and user-defined fields. As a result, Clintons identified major issues more quickly, improved help desk agent performance through monthly reviews, reduced open tickets, shortened call times, and resolved issues faster. The system has been successful enough that Clintons is expanding it to support other departments such as purchasing and HR.

Clintons