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Novo Solutions Review

Jul 22, 2010 | | 0 comments

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Novo Solutions is a web-based customer support and IT management solutions provider. The company is a small business of a dozen employees and has been operating out of Norfolk, Virginia, since 1999. Despite its size, the company provides a variety of business solutions that can be scaled for small organizations or large enterprises. As web-based applications, Novo’s products are easily modified to fit most organizational needs.

Novo Solutions Key Features

Novo’s Help Desk Software can be run as an on-premise or on-demand service. This application is offered in conjunction with the Novo Knowledge Base Software as Novo’s full Customer Support Suite. Additional customer IT service products and modules are available.

The Help Desk Software itself is offered as one of two editions: Workgroup or Enterprise. Many of the important features seem to be exclusive to the Enterprise Edition.

The benefits offered in both solutions are:

  • Entirely web-based software that only requires a browser to operate. This makes the solution easy to deploy and access, with minimal software training necessary.
  • An organized trouble ticket system through which agents can monitor and modify the ticket queue
  • Request management and viewing
  • An administrative dashboard that’s customizable and provides analytical reports
  • Automatic email notifications of ticket creation, updates, and escalations sent to the proper representatives
  • Time management: the software can track the total time spent on tickets and ticket deadline goals
  • Analytical reports with charts, graphs, and some pre-made template options that can map various trends

Other critical features, however, are exclusive to the Enterprise Edition, such as:

  • End user ticket submission and management (allows for end-users to search the knowledge base, review ticket statuses and add notes and attachments)
  • Customizable user roles to control which users have what permissions
  • Ticket template customization to set what information will be seen in ticket forms
  • Custom business rules for automatic ticket responses or assignments

Not to mention the optional modules that can be added (automated email-to-ticket conversion, Active Directory integration, work flow system, API web services and whatever additional Novo products you feel like tacking on to your software suite).

Novo Solutions Technology

In addition to the on-premise software implementation, Novo can also host the solution on its private cloud platform. Novo obtained the cloud infrastructure from Rackspace, a cloud computing service provider, and maintains the private cloud for the sole use of Novo customers. The system technology includes Dell Rack Servers, Intel Quad-Core Nehalem Processors, and VMWare’s ESXi-based virtual machines. Novo maintains 24/7 support and management.

Happy Customers

Customers include: Commonwealth Bank & Trust, Beacon Federal, The Doctors Laboratory, Carnegie Mellon University, Woodside Energy, the U.S. Army and Navy, the Royal Canadian Mounted Police, Micros, Pacific Steel & Recycling, The Bell Group, Mitsubishi Power Systems, Omers, Go Green Global, and Paramount Parks.

Bottom Line

Novo’s help desk product has a myriad of components to consider. When looking at this solution, take note on which modules may or may not be necessary. Nevertheless, this software has the potential to meet your needs through some genuinely well-produced features.