The impact for our IT department has been positive. The ROI has been great. We have been able to eliminate our previous ticketing system which was less intuitive and more costly.
Since this the first service desk I've used and it's the company's first ticketing system I can't tell if there is a positive or negative impact on ROI.
TOPdesk is used daily, so it's definitely being used.
We are slowing expanding its use. We started using the change management part of the system.
TOPdesk has provided ROI of allowing our team more freedom to solve larger problems by directing users to Self-Service solutions through TOPdesk's self-service portal.
The clear delimination of work status on tickets allows our team greater efficiency to collaborate on solutions and issues. By updating support requests and being able to update either just the assigned technician or updating the user on the steps to attempt.
The Self-Service nature of ticket entry helps the members of our 33 different school board clients direct their tickets down specific pathways to either a solution, or allows us to direct the tickets to the team/technician responsible for the issue for a quicker resolution and less ticket churn between different teams.
TOPdesk did bring us great traceability of issues. Instead of trying to find all emails related to an issue, read them in the correct order and sharing them with other colleagues it is now easy to see all info about an issue with a single click.
Users can use the self-service modules to report issues, track the status of issues and close the issues once they're satisfied with the answer. This leaves us more time spending on actually solving issues instead of constantly answering to emails, phone calls etc.
TOPdesk gives us the opportunity to meet quality criteria in public tenders (increased our win chance)
Improved customer satisfaction because we have better control on our RMA requests. This reduces the number of telephone calls with our customer services.
Online customer insight in the SLA performance (previously we had to figure out data from Excel and Outlook on demand)
Support online tracking of delivery services for our customers. This reduces the number telephone calls with our customer services.
Integrated accessibility to CMDB information and service partner information increased the efficiency of processing customer RMA requests
With TOPdesk we have been able to take a turn in the self-service portal in the past year. The forms that you can link to this makes for an improved experience for our customers
We chose TOPdesk as a way to help our organization, Shift-Left. This has helped us keep our support staffing low, due to employees being able to help themselves.
Using the API, we've built many tools working with the TOPdesk platform to speed up business processes.
TOPdesk is a service management solution that aims to help users improve customer communication, manage workflows and keep track of assets. According to the vendor, the software is simple and attractive, making it pleasant to use and quick to adopt. On-premises and SaaS deployments are available.
4 key differentiators: 1. Easy to use, quick to set up 2. Suitable for IT, FM or HR. 3. Seamless integrations with other packages. 4. Guaranteed service excellence. 5.Attractive and flexible licensing model
TOPdesk has 20+ years experience in helping 5000+ organizations worldwide deliver the best service.
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Optional
TOPdesk has a unique license model:
- Modular: Select the modules you need and easily expand as your business grows
- Saas or On premise
- Unlimited number of assets. Successful asset management should not be dependent on the license of your product.
- End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.
