Case Study: Royal Borough of Kingston upon Thames improves housing support and incident tracking with Novo Solutions

Royal Borough of Kingston upon Thames - Customer Case Study

The Royal Borough of Kingston upon Thames, a high-performing London borough, needed a better way to support its Housing IT Development Department. With over 300 users and external contractors relying on it, the team needed a central system to manage procurement, incidents, problems, and support calls more efficiently. Novo Solutions was selected to replace the department’s existing tracking software, using the Novo Service Desk.

Novo Solutions implemented the Novo Service Desk with help desk, knowledge base, and asset management capabilities. The new system centralized housing procurements, improved incident tracking and resolution, and helped the IT team report on resolved jobs and common issues. The Asset Manager also helped track PC-related problems, and the council reported that incidents were now handled more efficiently and with greater satisfaction, with ease of use highlighted as a key benefit.

Royal Borough of Kingston upon Thames