Case Study: ERC Dataplus delivers 24x7 customer support with Novo Solutions

ERC Dataplus - Customer Case Study

ERC Dataplus, a provider of web-based HR recruiting and applicant management tools, needed to give its international clients 24/7 access to answers about job seeker assessment, recruiting workflows, and application capabilities. Before the new solution, customers relied on personal contact, paper documents, and manual file searches, which slowed responses and increased support costs. Novo Solutions provided the knowledge base system used to improve self-service support.

Novo Solutions implemented a web-based knowledge base integrated directly into ERC Dataplus’ core application, giving users contextual, drill-down access to current information from anywhere in the system. The solution was deployed in just days and helped reduce inbound calls by over 50%, improve customer satisfaction, and increase productivity without adding support staff. ERC Dataplus also used built-in reporting to track popular topics and continuously improve content.

ERC Dataplus