Overall Satisfaction with TOPdesk
We use TOPdesk to support our clients and colleagues. As a service provider, we serve more than 600 customers with more than 10,000 users. We also use the tool for the support of our own staff. It is used here in all support units and is the lead system. Starting with the staff planning knowledge management, support, and material management to invoicing, we have mapped our processes in TOPdesk.
- The Vendor TOPdesk does an excellent job in Consulting.
- The tool gave us the possibility to standardize and automate our processes.
- We think in the SLM-Module there are some things to improve. E.g., in Contracts, you are not able to link the objects to the contract.
- TOPdesk enables us to manage over 500% more tickets, with the same number of employees.
- Our SLA hit rate grew up to nearly 100%.
When we were determined to look up a new Ticketsystem we compared six manufacturers with each other. We were looking for tools with ITIL Standards, possibility to automate, interfaces to divergent systems, costs of implementing, costs of operating, support quality of the manufacture, etc. After some weeks, we had two manufacturers in the selection. Therefore, we made a support call at the Hotlines. After the calls, we had an easy decision. The TOPdesk support: solved the problem, was friendly, quick and spoke our language.