Introducing TOPdesk in a sales environment
Updated July 31, 2020
Introducing TOPdesk in a sales environment

Score 8 out of 10
Vetted Review
Verified User
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.
25 - Customer Services - After-sales
Account Management - Sales
Service Delivery Management - After-sales
Account Management - Sales
Service Delivery Management - After-sales
Pros
- 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)
- Increasing workflow automation possibilities using APIs
Cons
- 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)
- 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)
TOPdesk Feature Ratings
Using TOPdesk
3 - We started using TOPdesk pretty much OOTB. Last year we increased workflow automation and system integration with TOPdesk systems from customers using action sequences. Action sequences are very powerful (can save a lot of manual backoffice tasks) but require a little more technically skilled support resources (coding Json).
- Connecting to customer TOPdesk systems to act as an integrated secondline/thirdline service provider for our customers.
- Workflow automation for logistic service delivery processes
- Standardization of our service portfolio en managing service contracts
- Asset registration for lifecyclemanagement
- Automate and integrate our lifecycle service model with our customers and partners
- Optimize and professionalize our customer communication --> interaction management
Using TOPdesk
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- OOTB processes for incident- and change management
- Setup mail triggers and mail templates
- Setup assetmanagement templates
- Standard data imports/exports
- Setup RBAC (internal and external)
- Workflow automation using action sequences
- Odata connector for PowerBI
- Consistent use of database field names in the different modules
- Accessing unique identifiers
- Missing type of interaction management (it is in the works I believe)
Yes, but I don't use it
Integrating TOPdesk
- Other TOPdesk systems (from our customers)
Integration using action sequences. Easy to establish (APIs are well documented).
- Logistic system partner
Not at the moment since they use SOAP XML. But the are moving to RestAPI in future.
- File import/export
- API (e.g. SOAP or REST)
We use the CSV export tool in combination with WinSCP (to automatically export data to customer systems in CSV format).
I can't think of anything.
TOPdesk Implementation
- Implemented in-house
Change management was minimal - We use change management but not in the way it is designed for: we used it as an ordering module to set out service tasks to our partners. We are using simple change setup in combination with change templates, which was quite easy to implement
- Adoption of TOPdesk by the organisation (organisation is used to work with mail system).
- We are a sales organisation; organisation does not always understand the added value of a service management tool in particular.
- We are part of a global organisation with a very restricted infrastructure. It was difficult our infrastructure ready to use a SAAS application like TOPdesk (email domain, no integration possibility with in-house tools).
Evaluating TOPdesk and Competitors
- Price
- Product Features
- Product Usability
- Product Reputation
Many of our customers in the public business use TOPdesk as well.
Not, we made the right choice at the time.
TOPdesk Training
- no training
Yes, they also have good documentation, self service (knowledge items) and support desk.
Configuring TOPdesk
No - we have not done any customization to the interface
No - we have not done any custom code
TOPdesk Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No - Current support is good and should also be part of the total package (support should always be premium).
Yes - I have reported a bug in our data imports. This was quickly resolved by the support team of TOPdesk.
When we started using Action Sequences we had some very detailed questions about how to code some workflow components. Many vendors would have stopped regular support for that and tried to sell professional services. The guy worked on our case was very passionate to get our problem resolved.
TOPdesk Reliability
Relationship with TOPdesk
The usage of licenses (we are an MSP that is using TOPdesk mainly as a 'pass through' system).
We have only contact once a year (maybe even less). From a sales perspective I would be more involved with my customer (how is TOPdesk usage, are there any threads for contract renewal.....)
Upgrading TOPdesk
- This question is not applicable to use. We are on the SAAS platform.
- We are currently looking into moving towards the new asset management module.
- We are very interested in interaction management / activities / tasks (new setup)
Comments
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