Introducing TOPdesk in a sales environment
Anonymous | TrustRadius Reviewer
Updated January 07, 2020

Introducing TOPdesk in a sales environment

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

We started using TOPdesk to be able to meet SLA criteria for an ICT hardware and services contract with the Dutch government. We have defined multiple services, each with their related SLAs. Every customer interaction between the Dutch government and Bechtle-Buyitdirect is logged and processed in TOPdesk. SLA performance of the contract is reported on a weekly basis for each related service. Based on the positive results we currently expanding the use of TOPdesk within our public vertical. We mainly use TOPdesk to support the RMA process for a demanding set of our public customers.

10 - Customer Services - After-sales
Account Management - Sales
Service Delivery Management - After-sales
  • Easy to understand end-user interface (both internal as well as self service portal)
  • Easy to configure / maintain
  • Easy to add new developed features to your SAAS platform (marketplace)
  • Easy import facility to do relative simple data imports for base entities
  • Search for specific data in your recorded interactions (both internal as well as from the self service portal)
  • Reporting / Dashboards: There is still demand for reporting detailed lists of data. Also there is a growing demand for combining data from multiple entities and/or multiple systems (the last I understand this is out of scope of a system). Last, the output shows quite basic.
  • Using custom fields in your SSP web forms. Currently, every field you enter (despite some standard ones like objects, contact details, category, short description,...) is stored in the request field. This makes it difficult for further process this data using HTTP actions.
  • Plugin to push planned tasks to outlook is difficult to setup. Take a look at Salesforce.......
  • 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
  • TOPdesk
We have assessed TOPdesk together with ServiceNow, Salesforce Service Cloud (we already use Salesforce), Heat and Cherwell. Reason for chosing TOPdesk:
- SAAS (requirement)
- Pricing model (functionality versus license model) --> relative low investment to start TOPdesk
- Easy to use
- Availability Self-service-portal
- Easy to maintain
- Many customers in the Public domain (lock in)
The support is very good. Good knowledge base, easy to access support (never run into discussion about whether a question is support or consultancy), transparant roadmap, many new features launched, new features are easy accessible. Also communication with account management is very good.
TOPdesk has proven so far that it is capable of improving their product quite rapidly while it still is an easy to use application. Both from end-use perspective as well as functional maintenance. Strong points are the developments on action sequences and the possibility to use PowerBI for data presentation and to combine TOPdesk data with data from other data resources. Reason for the seven is their struggle with SAAS performance. Though it is definitely not bad all the time, there are periods in which performance is not acceptable.
Suited for:
Provding support services in the public domain. We noticed it is really an advantage since many of our customers in the public domains also use TOPdesk.
Quick start for base first- and second line processes with less human resource effort. TOPdesk OOTB comes with ready to used first- and second line processes. There is not much knowledge and effort required to get started and keep your base configuration maintained. Also the license model is flexible to grow with your business. Overall this allows you a quick start of using TOPdesk with a minimum of exploitation effort and costs.

TOPdesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
8
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
6
Configuration mangement
8
Asset management dashboard
Not Rated
Policy and contract enforcement
8