Case Study: Wayne RESA improves help desk efficiency with Novo Solutions

Wayne RESA - Customer Case Study

Wayne RESA, a regional educational service agency serving school districts across Wayne County, needed a better way to manage IT support requests. Its existing help desk system was cumbersome because technicians had to be at their workstations to see tickets, causing urgent issues to be missed and common support requests to be handled manually by phone and email. Wayne RESA evaluated several vendors and selected Novo Solutions and its Customer Support Suite (CSS), including a web-based help desk and knowledge base.

Novo Solutions implemented a web-based support system that let technicians view and manage tickets remotely, added business rules to alert administrators when tickets were not addressed within defined timeframes, and created a knowledge base for common procedures and best practices. The result was a more organized help desk, fewer tickets falling through the cracks, and faster access to information for users without interrupting IT staff. Wayne RESA also praised Novo Solutions for its quick setup, ease of use, and configurability.

Wayne RESA