departments in TOPdesk
incidents on average per month
of tickets logged via the Self-Service Portal
volume of incidents since remote working
A transparent partnership: community, honesty, efficiency
Having worked with a variety of suppliers in the past, when it came to finding a new service management provider, Moat were on the hunt for a vendor with whom they could nurture a true partnership.
We spoke to Richard Shuttlewood, Helpdesk Manager, about how their partnership with TOPdesk has developed over the years and the benefits that they have experienced.
TOPdesk has completely changed the way that our service desk functions. We now have a system that helps us to be more efficient and our partnership with TOPdesk ensures that we are going about our processes the right way.
Establishing a partnership
From the outset of their implementation, Moat recognized that TOPdesk’s promise of a partnership wasn’t just a sales pitch: “Many suppliers make similar promises, but I can genuinely say that TOPdesk is true to this commitment,” says Richard.
The team at Moat had visualized what they wanted and expected the system to look and behave like prior to implementation. However, what sets TOPdesk apart is the will of the consultants to design and implement a solution that will be most effective within the organization – whether this mirrors or conflicts with the initial wants and desires of the customer.
“This approach to consultancy is refreshing and instilled a lot of confidence in us as a client. We have a better, more efficient system that has been embraced by the entire organization. This would not be the case had our consultant not been brave enough to challenge our initial ideas.”
Realizing the potential of a one-stop-shop
Moat had big ambitions for TOPdesk, having recognized that it is far more than an ITSM solution. It was only through the help of their consultant that they were able to realize this potential and create a one-stop-shop of services.
“TOPdesk has enabled us to have a single point of contact for all of our organization’s needs. Whether users need to request a new laptop, have run out of coffee, or their boiler has broken, they can head to the portal.”
The concept of self-service was new to Moat, to have a portal where users can log a ticket, make a request, browse the knowledge base, or view their open calls, has been hugely beneficial and contributed to their mass up-take.
Taking advantage of the TOPdesk community
Being a TOPdesk partner also means joining a community of customers who share knowledge, experience, and advice. Richard speaks highly of the resources on offer to this group such as webinars, round tables, and TOPdesk organized events.
“These resources show that TOPdesk prioritizes engaging with their customers and are invested in their success.”
Benefitting from unrivaled honesty
It’s not just the consultants who take a stance of honesty and transparency, Moat has experienced this throughout their TOPdesk journey: “When I talk to my account manager it’s not always a sales pitch, it’s about us as a client getting the most use and value out of the solution and services. This approach hugely contributes to customer loyalty.”
The success of a nurtured partnership
“TOPdesk has completely changed the way that our service desk functions. We now have a system that helps us to be more efficient and our partnership with TOPdesk ensures that we are going about our processes the right way.”
The entire eco-system (experts, resources, and customers) is designed to help each and every customer achieve their full potential with TOPdesk. This has been pivotal to the success that Moat has experienced and continues to build upon.