TOPdesk on Tour 2019: Slimmere service, op weg naar Service Excellence

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In de veranderende wereld waarin we ons begeven, moet de dienstverlening binnen en tussen organisaties snel genoeg meebewegen, om de klant in staat te stellen de uitdagingen het hoofd te bieden of - liever nog - voor te blijven. En dat kan alleen als de dienstverlening zelf slimmer wordt opgezet. Waar staat jullie dienstverlening in dat groeipad, en hoe zet je de volgende stap? Deze openingspresentatie helpt je dat vast te stellen. En daarmee is het ook de leidraad door het middagprogramma. Deze presentatie is gegevens door Roeland van Rijswijk tijdens TOPdesk on Tour 2019

Negócios

TOPdesk on Tour TOPdesk on Tour
Slimmere service
Op weg naar Service Excellence
Openingspresentatie

TOPdesk on Tour
Roeland van Rijswijk
Talent Lead Consultancy
Organizer SEE
TOPdesk on Tour

€ 48 miljoen
omzet
14
kantoren in
10 landen op
3 contintenten
4.236 klanten
725 Collega’s
Self-funded25 jaar in
business

• Gemiddelde doorlooptijd incidenten
• 2016: 24 uur
• 2018: 9 uur
• Gebruik Self Service Portal
• Verdrievoudigd
• 7,5 % minder nieuwe incidenten

• Train new operators faster
• Operators specialize sooner
• Better knowledge transfer between
• Support
• Consultancy
• Sales

• Rise of the business consumer
• New employee behavior

• New customer expectations
• New technology and disruption

CUSTOMER
SUPPLIER
INTEGRATION &
AUTOMATION
PROCESS
Level 5
Level 4
Level 3
Level 1
Level 2
PEOPLE &
CULTURE
Service Excellence Maturity

TOPdesk on Tour TOPdesk on Tour
Thank you for
attending
View this presentation online

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