Covers Case Study

Covers put a roof over their head with HotH!

With a company spanning 15 locations across the south of England and over 30,000 product lines available, timber merchants Covers thought now was a good time to implement a Service Desk – and chose the expertise of HotH! Covers were looking for a customisable, easy-to-use cloud-based tool to streamline their business and allow their users to begin logging tickets themselves. Tom Arundale (IT Support Technician) already had experience of the product from a previous role, which was very beneficial in early discussion calls with project manager Will on which direction he wanted to take the system.

The process of onboarding Covers was a speedy one, largely focussing on the end-user experience and the Self-Service portal and the outgoing mail to users. Tom let us know that upon getting to grips with the system, Covers have received ‘much better feedback from end-users with the portals and email links’. Coupling this with mail read has allowed Covers to automate and make their ticket logging process much more user friendly. The fact that the tool is cloud-based, has been a major positive point, as it meant they had the ‘ability to change pretty much anything’, as Tom suggests. HotH take pride in the opportunity to adapt to every customers needs, and a particular benefit here was adding the option for users to create a multitude of ‘quick tickets’, directly from their user portal.

With ongoing discussion and tweaks made between Tom and Will, Covers were able to roll out to their users and begin logging Live tickets within 3 months of those initial setup conversations. After allowing his users to familiarise themselves and get used to the system, we asked Tom how he found the HotH onboarding process. He added that HotH provide a ‘great product, great service and is very customisable’.

With the ever-changing addition of features available within HotH, Covers have recently taken advantage of our new Microsoft Teams integration. This will further speed up the process for their users, and further benefit the current working-from-home situation.