TOPdesk, it provide us time to improve our service..
Updated September 25, 2016

TOPdesk, it provide us time to improve our service..

Ron Versteeg | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We make almost the entire organization use TOPdesk. It gives us an overview of the quality of the provided support and accelerates some of our processes including the delivery of hardware in combination with a WACON tablet to digitally sign or a QR code as a service solution for coffee machines in house from an external supplier. Thanks to the application and its options, we were able to speed up the process so that there is now no effort on the part of our organization in the case of a malfunction.

The modules are easy to use and there are many coupling options such as XML. Currently we use almost all TOPdesk modules and handle about 160,000 client contact moments at our support desks every year.

Pros

  • We use TOPdesk in combination with other programs such as Q - Manage (Dutch Network Security Program). When a device status is "stolen" or "stock", it will be directly blocked by our network.
  • We use the module reservations management so we can streamline many applications. The customer can reserve themselves the necessary resources such as laptops or speaking areas. They do this themselves in the SelfService module and receive immediate confirmation by email.
  • Through cooperation with the Facilities department, we are able to handle complex issues such as department relocations alignment.

Cons

  • Due to the enormous growth of the company the customer experience from the development departments is sometimes forgotten. This is a focus point which is also seriously taken up by the program owners.
  • I would like to see a certification track. How can users prove that they are experienced users of TOPdesk?
  • Thanks to the registration in TOPdesk we now know the real benefit of our support desks.
  • We saved a lot of time waiting on delivery of new hardware. Each time it saves us 15 minutes.
  • Our network is more secure; now we use the XML Connector with the network security software.
  • The QR solution of our coffee machine issue saves us any form of support (we have around 60 devices in place!). Usually there were about 10 calls a day, at this time there are none.
Planon is a good product but expensive. The version we used had an un-friendly user interface. There was an organizational decision to switch to TOPdesk step by step. We started 10 years ago with Quism. A month later we stopped with it. We found out the vendor promised us something different.
TOPdesk fits perfectly in our company. It's easy to modify. The consultants of TOPdesk provide you a quick and solid solution for every case and they are willing to think in terms of your own processes. The support desk of TOPdesk is easy to reach. There are annual meetings to meet with other clients and there are so-called "consultancy hours" where you can speak an hour one on one with an expert for free. This can be a few times a year. There are webinars and loads of other possibilities to learn.

TOPdesk Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
8
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
8
ITSM asset management
8.7
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
8
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

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