Case Study: Mater Private Hospital improves IT issue tracking and support with Novo Solutions Customer Support Suite

Mater Private Hospital - Customer Case Study

Mater Private Hospital, Ireland’s leading private healthcare group, needed a better way for its IT department to track and manage internal support requests. Its manual process made it difficult to measure resolution times or quickly identify and escalate critical issues, creating challenges for a hospital environment where reliable patient information systems are essential. Vendor Novo Solutions provided the Novo Customer Support Suite, combining the Novo Help Desk and Novo Knowledge Base.

Novo Solutions implemented the suite quickly and smoothly, allowing the IT team to start logging tickets almost immediately and build a knowledge base for common issues so staff could self-serve faster. The result was a much more efficient support operation: Mater Private Hospital reported improved ability to track project status, flag problems, and assign responsibility, with the IT department stating that “the department is running much better.”

Mater Private Hospital