Enterprise service management software

Give customers the best of all worlds

Forgotten passwords, a broken screen in the meeting room, or questions about unpaid leave. Do your customers know which service department they can reach out to for help? And do they call the IT department? Email facilities? Use a tool to request leave? Give your customers an effortless service experience with TOPdesk’s Enterprise Service Management software.

Enterprise Service Management (ESM) is when service teams like Facilities, IT, HR and Finance join forces to deliver value straight to the customer – with a single service point, as well as a shared platform to process all incoming requests.

TOPdesk's Enterprise Service Management software gives your customers teh best of all worlds

Benefits of uniting your services

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

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

Single point of contact

One-stop-shop for all service requests

The TOPdesk Self-Service Portal is the perfect hub to combine your internal services – giving customers help with whatever they need, when they need it.The self-service portal lets customers:

  • Log any question or request they have, no matter the topic. A ticket is automatically sent to the right team or agent, and customers can track the status via the portal.
  • Browse a webshop-style service catalog and request services, from room reservations to contract changes.
  • Find answers to straightforward questions thanks to the knowledge base and FAQs.

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Shared tool

One tool, full business support

TOPdesk brings all your service teams in the same platform, so collaboration and customer support is seamless across your business. Easily assign and share calls, gain insight into joint projects, and leverage knowledge – both between your service teams, and with external parties like suppliers.

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.

North Lincolnshire council

Suitable for any department

As needs differ from one department to another, you can configure your TOPdesk to how it suits you. Choose from different processes like call management and asset management, and configure things like terminology and categorizations.

Integrate with the tools you love

You need more than a service management tool to offer customers the best experience. Easily connect TOPdesk with the tools you rely on every day thanks to our integrations and API. Discover all integrations

Shared but secure

Communicating between teams is important, but some details are for your eyes only. Thanks to features like roles and permissions, you can keep private details about your students, patients or employees, well, private.

STREAMLINED PROCESSES

Get on the same page

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.

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.

Delft University of Technology

Services

Let’s help you on your way to ESM

Interested in the possibilities of Enterprise Service Management? Or need a little extra help before you’re ready for take-off? We have years of experience helping companies transition to ESM. Whether it’s helping you leverage your knowledge through knowledge centered service, getting your processes aligned, or setting up a shared service desk: let’s discover the possibilities together.

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