Overall Satisfaction with TOPdesk
TOPdesk is used within Fujifilm in two areas. First, it is used as a ticketing system for our European Logistics, logging all mistakes, questions, problems that appear during the distribution from our Central Warehouse, and our 5 hub warehouses to our customers in Europe. Second, it is used as a ticketing system for our shared service organization, located in Gdansk, to register all issues and questions between them and the finance departments in the different local entities in Europe.
300 - 1) Logistic distribution
2) Finance and accounting
2) Finance and accounting
- TOPdesk is simple to use for the creators of a ticket by the Self Service Portal
- The input forms are easy to design and have not much possibility for fancy stuff. Therefore they keep it simple and it can easily be created and designed.
- Process Flows can easily be modeled in TOPdesk by internal administrators.
- By defining user groups and assigning specific operators or callers, the business process can quickly be created. For more complicated workflows there is a so-called Change Management Module. For designing process flows for this module training is recommended.
- TOPdesk provides raw data reports that can be handled in Excel.
- Pivot tables in Excel let you easily be in control of reports.
- For application in the Scrum of Agile job assignment processes, TOPdesk offers the so-called Kanban board, which is very useful to show the overall status of tasks to be done.
- Modeling more complicated workflows is difficult and could need the support of a consultant
- Graphical output of Topdesk is very limited. Users mainly will rely on Excel as reporting tool, except for some basic graphs that are provided in your dashboard by Topdesk itself.
- Major benefit is a huge increase of speed in handling tickets
- Second big benefit is transparency and the categorization of problems, by which focused improvement activities are possible.
- TOPdesk is the core director of our Improvement Program in Shared Services and in our European Distribution Centre.
TOPdesk was clearly better then other systems because of the following:
1) Simplicity (We could implement it for 95% with internal resources)
2) Flexibility and scalability (We started in a limited area and could enlarge it without problems)
3) Pricing (Flexible arrangement depending on nr of callers)
1) Simplicity (We could implement it for 95% with internal resources)
2) Flexibility and scalability (We started in a limited area and could enlarge it without problems)
3) Pricing (Flexible arrangement depending on nr of callers)
TOPdesk Feature Ratings
Using TOPdesk
2 - We have 2 people that are able to modify processes, create new process flows, develop things, and administer the permissions of users. They can easily do this support in about 4 hours per week for both areas (Logistics Distribution and Financial Shared Service Centre). Monthly reporting of tickets require another dedicated 4 hours per month.
- To register complaints and incidents concerning logistics and deliveries.
- To request additional information on shipments
- To register complaints and incidents for the Finance shared service centre and the HR-shared service centre
- To direct the scrum in the HR-shared service centre
- To request actions from the shared service centre
- The Kanban board of TOPdesk provides a very nice overview of tasks to be done and the operators that can do these tasks.
- Time and cost per ticket can easily be retrieved and could be the source for recharge information.
- We are now looking into our IT service centre to see if we can apply TOPdesk.