Item: TOPdesk
Rating: 8
Author: Dennis Caljouw

Use Cases and Deployment Scope

We use TOPdesk as a quality management system to monitor our LSPs (Logistics Service Provider) performance. Different entities from across Europe are active in TOPdesk to be able to communicate with the concerned distribution centres. When the DC receives a complaint from a [...] employee, they start an investigation and need to fill in a root cause analysis + counter measures.

Pros and Cons

SSP
Updates
API structures

filtering object IDs in SSP forms

Return on Investment

improved operations
visibility of KPIs
counter measures for repeated issues

Alternatives Considered

n/a

Support Rating

I only have experience with the myTOPdesk support. Overall happy with the follow-up, but sometimes a ticket is closed before an actual answer has been given.

Likelihood to Renew

Most of my issues are due to lack of time. I'm always happy to explore new things in MyTOPdesk, and I am confident that it can improve our operation even more.

Key Insights

Do you think TOPdesk delivers good value for the price?

Yes

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of TOPdesk go as expected?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?

Yes

Other Software Used

Microsoft 365

Likelihood to Recommend

In my opinion, TOPdesk works best when there is a clear line between callers and operators. Operators should always be responsible of correctly handling and closing the tickets.

Happy, and lots of possibilities

Overall Satisfaction with TOPdesk