Enterprise service management software

Give customers the best of all worlds

What if your customers could easily get answers to all their IT, Facilities, HR or other service questions in one place? Without having to search for the right channel or person?

TOPdesk’s Enterprise Service Management software (ESM) lets your service teams join forces and process requests from a single platform. With customer support streamlined across your business, you’ll solve problems faster, communicate better, and offer more value to your customer.

Benefits of uniting your services with our ESM Tool

Happier customers

With one go-to service point, it’s a no-brainer where customers can go for help. This not only increases transparency, it’ll make your customers’ experience skyrocket.

Easier collaboration

Bringing your service teams together boosts communication, making it easier to share tasks, workflows, best practices and knowledge - and ultimately help customers better.

Higher ROI and lower costs

Sharing the workload means operational costs go down. And you’ll also spare the expense of department-specific tools.

Higher quality of services

Using the strengths of each department means you'll solve problems faster, leaving more time for larger improvements like knowledge-centered service.

De Self-Service Portal van de TOPdesk-software voor Enterprise Service Management

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Make first contact with Enterprise Service Management

We were initially looking for a tool for IT and HR. But then we realised TOPdesk was a genuine Shared Service tool and we’d be able to include many more functions.

Shared ESM tool

One enterprise service management tool at the centre of your service delivery

Processing all incoming requests in the same ESM solution means better cross-departmental collaboration and smoother customer interactions. TOPdesk lets you easily assign and share calls, gain insight into joint projects, and leverage knowledge – both between your service teams, and with external parties like suppliers.

Eén enterprise service management-tool die al je diensten verbindt

Suitable for any department

Shared but secure

ESM in practice: Easy collaboration with workflows

Say you’ve got a new employee coming into work. HR needs to set up payroll and benefits. Facilities provides a desk and chair and IT sets up a new PC. Onboarding is a joint effort for service departments. But how can you keep track of progress across the boards?

With Workflows in TOPdesk, you can set up an automated chain of events for onboarding. New employee starting? All the service departments know what to do and when, giving the new employee a great experience on their first day.

The process for handling calls is now similar across departments, so it’s easier for us and our customers to keep track of calls.


One small step towards shared services

Let’s face it: Enterprise Service Management isn’t just about sharing tools. It also means collaborating on how you deliver your services. What this means? Well, if you’re ready to bring your services together, you can:

  • Start applying best practices from each team
  • Set communal goals
  • Create reports that cover the goals of multiple teams
  • Manage expectations and enforce SLAs.

With your processes aligned, you’ll be able to give your customers a better experience while freeing up valuable resources to invest in other areas.

TOPdesk Enterprise Service Management platform en medewerkers

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