Epping Forest District Council

Epping Forest See the Wood for the Trees with Hosted Hoth

Epping Forest District Council has been a customer since 2015, using Hoth to manage IT support, change management, and asset control. In 2020, they opted to move to a hosted version of Hoth—reviewing processes and extending functionality in the process.

Paula Tredgett, ICT Service Team Manager, was involved from the outset. Reflecting on the implementation, she said:

“In July 2020, we decided our on-prem version of Hoth needed to move to the Cloud. The managing director visited us personally to demonstrate the Cloud version and its capabilities. We formed a small project team to work with the Hoth experts, who carefully planned and supported the configuration to suit our dynamic ICT environment. No task was too small, and their help with evolving CAB and problem management was invaluable.”

The transition allowed Epping Forest to address inefficiencies:

“We weren’t managing SLAs effectively, automation was off, even categories were problematic. Hoth supported us with expert guidance and a test environment to trial CAB and problem management before going live. The results speak for themselves: our SLA performance now averages 98%, well above our 95% target.”

Asked about her favourite feature:

“The clean interface and dashboard are excellent. CAB has worked out extremely well. The support I received was second to none—it’s now one of my favourite parts of Hoth.”

And her advice to others:

“There are lots of ticket management systems, but Hoth’s customer service is outstanding. No question is too small, and the system does everything you need—at a competitive price.”

Paula also shared valuable advice for implementation:

“Get the right people on the project from the start and avoid over-customising early on. The out-of-the-box version is great with minor tweaks. Use the test site and involve colleagues from across the business before going live.”

We continue to work with Epping Forest District Council to help them get the most out of their Hoth system.