Northeast Utilities (NU) operates New England's largest energy delivery system, serving more than 1.7 million electric power customers. The IT staff deployed Remedy Help Desk to give support personnel sophisticated tools to enhance their problem tracking and management activities. The addition of the Remedy solution brought greater consistency in handling issues. Remedy Help Desk streamlines the flow of issues to second-level support groups with paging capabilities. Moreover, it consolidated problem-tracking information in a single location for reporting purposes.
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