Item: TOPdesk
Rating: 8
Author: Ricardo Groen

Use Cases and Deployment Scope

We use top desks both internally and externally. Internally, we register all ICT-related issues that employees notice in TOPdesk.

Externally, we provide support for both end users and dealers of our products. Our customers register their reports at Inepro by telephone, e-mail and via TOPdesk's self-service portal. Via the self-service portal, customers have insight into the status of their reports. Customers can make use of the knowledge base we have built up within TOPdesk. We also use TOPdesk for the distribution of new software releases, training materials and manuals.

Users and Roles

25 - IT Service management
First and second Supportdesk employees
Accountmanagers
Management team
Field engineers

Pros and Cons

TOPdesk provides insight into and an overview of the status of service and support calls. This gives us a good insight into whether we comply with the agreed service contracts with our customers.
TOPdesk has an easy to operate and clear service portal for our customers.
We use TOPdesk for the distribution of new software and firmware to selected customers. We also use TOPdesk to share knowledge with our dealers. TOPdesk is a perfect medium for Inepro for this purpose.
Keeping track of the time per incident is easy, so employees are not hindered from keeping track of this.

An incident on which many mutations have been made, loses a clear overview. Reports can no longer be seen completely and clearly on the screen.
Recognition of equal or similar incident reports could be improved.
We missed good interaction with modern communication tools such as WhatsAPP.

Return on Investment

We have greatly improved the quality of our products through a better understanding of reporting.
The number of registered reports has fallen sharply because customers are able to gather more information themselves. (knownledge base, software distribution and online manuals)
By registering the time per incident and customer group, we have gained a better insight. We started to manage this, which led to an efficiency in staffing and handling in the support department.

Alternatives Considered

TOPdesk

We chose TOPdesk because we had received a very clear quotation and the implementation time was very short. The offer was also fixed price. No open ends .....

Support Rating

So far we have only had good experience with TOPdesk. Pre-Sales, Sales and after sales. Everything is perfect.

Likelihood to Recommend

TOPdesk is very well suited for situations where incidents need to be dealt with in a short period of time.

For the registration of long-term issues, the package lacks a strong overview.The various possibilities for users to create reports (self-service portal, e-mail, telephone) are strong. Especially when it concerns one on one communication. TOPdesk has fewer possibilities for us to communicate with groups of users.

Products Replaced

Yes - The search possibilities in Synergy's database were so limited that they were not usable for us.
Also the registration and handling of incidents was far too cumbersome and took far too long in Synergy, which caused employees to become demotivated.
Added to this, the fact that hardly any management reports were available on the handling of incidents led us to decide to look for a more suitable product. TOPdesk !

Key Differentiators

Price
Product Features
Product Usability
Product Reputation

Many of our end-customers in education have been using TOPdesk for years with great satisfaction. Our experience with Synergy wasn't good, and we had to switch quickly. The quotation made to make the switch from Synergy to TOPdesk in addition to the reputation and short implementation time made us decide to choose TOPdesk.

Evaluation Lessons Learned

We are so satisfied at the moment that next time we would do nothing else.

Our experience with Topdesk is TOP

Overall Satisfaction with TOPdesk