We will walk together through TOPdesk functionalities to help you find out how a day, working with TOPdesk, could look like. I would like to give you an impression on how you can benefit from using TOPdesk

1. TOPdesk on Tour Deluxe – Meet TOPdesk

2. Name: Kris Kemland
Role: Sales and Marketing manager
E-mail: k.kemland@topdesk.be

3. What we’re going to talk about today
• TOPdesk in a changing world
• Your challenges as service provider
• How TOPdesk will guide you
• TOPdesk Service Excellence guides
• TOPdesk live demo

4. 15 branches in 11
countries4,821 clients
750 employees1 product 25 Years in
business
Software- and
consultancy company

5. The technological transformation

7. Challenges for you as service
provider

8. Do you meet your customer’s expectations?

9. Fragmented services

10. Is bespoke work the solution?

11. How TOPdesk will
guide you

12. Service Management Processes
•Call
•Reservation
•Order
Escalation
Assets Locations
Services
SLA’s en Contracts
Clients Front-Office Back-Office
•Changes
•Maintenance &
reparations
•Rent
Suppliers

13. Service Management
Availability and
Performance monitoring
ITSM
Automation
IT
Building maintance
FMIS
Innovation
Facilities HR
Talent management
eHRM
PayrollingPayroll Service Providers

14. TOPdesk Marketplace - Ecosystem
Meet our partners today !

15. TOPdesk clients
• More than 4500 clients
• More than 5000 implementations
• More than 45 countries
Meet our clients today!
Customer satisfaction score
2017: 8,4

16. TOPdesk klanten – Public
• More than 100 local
governements
• IT, Facility, technical service dept.
And Citizen Support
• Integrations with f.e. Arinto,
OnzeStadApp and GIS.
Meet our clients today!
Customer satisfaction score 2017: 8,4

17. The route to service excellence

18. Our approach

19. Excellent services with TOPdesk
• Exceed the end users’ expectations
• Collaborate easily with other departments:
shared service management

20. Excellent services with TOPdesk
• An easy implementation with an out-of-the-box solution
• ‘’Continuous deployment’’
• You only pay for the modules you need

21. My new job
t
First day Getting to know everything Attempt to work End first month
Touchpoints
Team lead
Colleagues
Service desk
Self-service portal
Experience
Chances for
improvement
Introduction
Self-service
portal
- FAQs commencement
- Work stage
per function group
Authorizations in
function profile
Ask feedback at end
of the month

22. What is the effect of good self-service?

23. Shared service management growth model
Nothing shared
Working together
in one tool
Combined SC in the
self-service portal
One central
service desk
Time
Quality
Shared
processes
Per department /
organizations Shared

24. Better together
• Customer centric
• Integration with other systems
• Seamless implementation and
future services with the help
of TOPdesk Consultancy

25. TOPdesk Services
Implementation
Consultancy
Integration Consultancy Strategic Consultancy
Modules
Processes
Rights & Roles
Links
Technical consultancy
System integration
Service optimisation
Project Management
Health Check
Delftware

26. Pick the support you need
You do most of it yourself We do it together We do most of it for you
You
TOPdesk

27. Demo - TOPdesk