Case Study: University of Plymouth improves self-service support with Novo Solutions

University of Plymouth - Customer Case Study

University of Plymouth, one of the UK’s leading modern universities, needed a way to handle a very large volume of library, media, IT, and computing enquiries while improving access for students and staff. As demand grew, the university looked for a self-service option that could provide 24/7 support and reduce pressure on departmental staff.

Novo Solutions implemented the Novo Knowledge Base System, giving the university a central, easy-to-update repository for answers without requiring HTML knowledge or duplicate content updates across departments. The results were strong: the knowledge base was described as “stable and robust,” users were performing about 70,000 searches per month, staff were freed for other duties, and the system was later expanded for the Learning Development Team as an online study-skills resource.

University of Plymouth