This software took us from managing paper to being able to keep all of our work and completed work virtually. It is very helpful, time ad cost saving.

This software is beyond easy to use. It is user friendly and keeps all the information we need to keep the work flow moving.

N/A, currently we have not run into any cons to report at this time.

Has greatly improved our ability to hold ourselves to response timeliness and evaluated our performance. Has integrated all our customer feedback into a single datastream with key parts of it requiring no manual intervention.

Once we figure it out, it seems it can do everything we need, and it's been able to integrate with other systems. It's clearly going to be able to grow with our future needs, unlike our previous product.

The end user (in our case, primarily customer service staff) have a fairly clunky user experience. There's a lot of jargon and non-obvious ways of executing things. Seem to have had a few more technical glitches than expected. Some of the integrations were very hard to get configured and honestly we're still not 100% sure they're all working right. Really does seem to require not just a champion but an in-house expert.

We haven't really got into using it very deeply yet, so I don't know what my recommendation would be. As of now I'm not singing praises....yet....we'll see.

The browser based feature was one of the main reasons for purchase. Support was very helpful during install.

The fact that screen features for other modules are present in the single Asset module we purchased is very confusing as to what works and what doesn't. The documentation on your site and through the software is severely lacking. Once again, the fact that the doc for all modules is lumped together makes it hard to find anything.

The system has really helped us implement and manage our surplus program. It laid a great foundation for us to grow it.

The software has a very solid platform with excellent customer support. The built in training videos make understanding the system much easier. The system is also very customizable and can be tailored to track pretty much whatever you want

The system seems to be a little out of date, the app isn't all that great and for the price there seem to be some key features missing.

This is a very good product. It is very easy to use and has made maintaining our knowledgebase very easy to do.

We used another product before migrating to the Novo Solutions KnowledgeBase platform. This has greatly simplified our knowledgebase updating and maintenance. The updates take place immediately which is a great time-saver. Our agents have access to the most current information when they need it.

Reporting. This feature is not very intuitive and could probably stand significant enhancements. I could use reports on who is logging in and when. We are billed on a login basis but I don't have any reports to tell me how many logins occurred. I really need that type of report.

It's simple and works for us now, but if we get bigger and more mature with our processes, the push for us to get a more comprehensive tier 1 system will come forward. I feel Novo could add those features too, but then don't know how much effort it will take.

It's very simple and easy to use and make changes to configurations. Doesnt need a lot of ramp up time to be able to use the tool.

There's quite a lot of enhancement requests, functionality we desire to make the system meet our needs more. Novo could develop those if possible in the future - Mature process around service levels, response time tracking by statuses, Customer Requests Search functionality, Reporting for Customers, be able to paste screenshots in tickets,

I would recommend this product to any organization that needs a workorder system for help desk, knowledgebase, and overall ease of use.

We've been using Novo for several years now, and it performs great. Very little maintenance, and gets the job done. Not time consuming and intuitive to use.

every now and then the active directory integration stops work and you have to reopen your browser or sometime restart the server/services. Not really a big deal though

As a first time user of any knowledge base software, being able to get in and immediately begin to set up then maintain my company's knowledge base was critical. Being able to create and change articles upload videos and images is a breeze with this software. The reports available helps me to see where changes need to be made and how we are performing for our staff and our customers. Novo Solutions Customer Service is great, always extremely helpful, knowledgeable, professional , and friendly.

So far this is a great piece of software at an excellent price.

We are still in the process of getting our installation up and running but so far everything is working well. The software is very configurable and it will help us greatly that it can be partitioned so that multiple groups can use the system.

I would like to be able to export from one environment to another without having the backup and restore the db.

Good application, and would recommend it to other users or departments.

Software was easy to implement. Support staff has been very attentive and willing to assist.

some features are not intuitive or easy to change, and the report writing feature has been difficult to use. Design flaws are not addressed on a regular basis, or it seems to take a really long time.

A KB product needs to do two things well: (1) Support staff need to create articles quickly and easily (2) End users need to find content quickly and easily Unfortunately, these are Novo's two primary weaknesses.

Web-based KB product is independent from Help Desk package Customer Support is excellent

Search engine is horrible and is what will ultimately kill the product at our organization. WYSIWYG editor is difficult to work with. It inserts it's own code; makes odd corrects; and it works best only with IE. Cannot build articles based on permissions like you can with wiki apps I've seen. Why is this important? If you have an article with content for three different viewers (example: end-user content; additional content for help desk agents; even more content for tier 2 support agents) requires 3 articles instead of one. Difficult to embedded videos that then can be sent as an e-mail message to end-users. Without going in to a lot of detail as to what that means, basically, I can make your product do what I need but not without A LOT of manual manipulation.

I would recommend this program to everyone. Its easy to use and is a great management program for what we use it for.

We have our customers logging in with their own user names and passwords and they are loving it - I use it to track boiler support calls and to issue RGA numbers for warranty parts. I love the program.

My only concern is that my customers don't have the ability to upload their own attachments to "assets".

Overall I would recommend the Customer Suit to any business looking to implement a help desk/support division or looking to upgrade to a more robust issue tracking system.

Large amount of features. Easy to use. GUI is easy to navigate.

Implementation can be tricky. Configuration is complex at times. KB is not always the most user friendly and can require technical knowledge.

Management interface is OK, but the end user GUI is fine. We do not use it to its fullest potential, but it does work