Case Study: Lender Processing Services streamlines help desk operations with Novo Solutions

Lender Processing Services - Customer Case Study

Lender Processing Services, a leading provider of mortgage processing and servicing solutions, needed a more efficient way to support employees and external customers. Its existing enterprise help desk was too complex, costly to maintain, and difficult to update, while the team also wanted a web-based ticketing system and a move toward ITIL/best-practice support processes. Novo Solutions provided the Novo Service Desk to meet these needs.

Novo Solutions implemented Novo Service Desk with self-service ticket creation and tracking, a knowledge base, and a PC Inventory module for hardware management. The result was a more efficient IT department, faster user adoption thanks to an intuitive interface, improved reporting, fewer calls and emails to support staff, and better self-service for customers who could view tickets remotely. Lender Processing Services reported that the Novo Service Desk helped streamline processes, reduce costs, improve metrics, and run a more efficient help desk.

Lender Processing Services

Lender Processing Services