Introducing TOPdesk in a sales environment
Overall Satisfaction with TOPdesk
Account Management - Sales
Service Delivery Management - After-sales
Pros
- Easy to understand end-user interface (both internal as well as self service portal)
- Easy to configure / maintain
- Easy to add new developed features to your SAAS platform (marketplace)
- Easy import facility to do relative simple data imports for base entities
- Search for specific data in your recorded interactions (both internal as well as from the self service portal)
- Increasing workflow automation possibilities using APIs
Cons
- Using custom fields in your SSP web forms. Currently, every field you enter (despite some standard ones like objects, contact details, category, short description,...) is stored in the request field. This makes it difficult for further process this data using HTTP actions.
- Plugin to push planned tasks to outlook is difficult to setup. Take a look at Salesforce.......
- TOPdesk gives us the opportunity to meet quality criteria in public tenders (increased our win chance)
- Improved customer satisfaction because we have better control on our RMA requests. This reduces the number of telephone calls with our customer services.
- Online customer insight in the SLA performance (previously we had to figure out data from Excel and Outlook on demand)
- Support online tracking of delivery services for our customers. This reduces the number telephone calls with our customer services.
- Integrated accessibility to CMDB information and service partner information increased the efficiency of processing customer RMA requests
- TOPdesk
- SAAS (requirement)
- Pricing model (functionality versus license model) --> relative low investment to start TOPdesk
- Easy to use
- Availability Self-service-portal
- Easy to maintain
- Many customers in the Public domain (lock in)
TOPdesk Feature Ratings
Using TOPdesk
- Connecting to customer TOPdesk systems to act as an integrated secondline/thirdline service provider for our customers.
- Workflow automation for logistic service delivery processes
- Standardization of our service portfolio en managing service contracts
- Asset registration for lifecyclemanagement
- Automate and integrate our lifecycle service model with our customers and partners
- Optimize and professionalize our customer communication --> interaction management
Using TOPdesk
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- OOTB processes for incident- and change management
- Setup mail triggers and mail templates
- Setup assetmanagement templates
- Standard data imports/exports
- Setup RBAC (internal and external)
- Workflow automation using action sequences
- Odata connector for PowerBI
- Consistent use of database field names in the different modules
- Accessing unique identifiers
- Missing type of interaction management (it is in the works I believe)
Integrating TOPdesk
- Other TOPdesk systems (from our customers)
- Logistic system partner
- File import/export
- API (e.g. SOAP or REST)
TOPdesk Implementation
- Implemented in-house
- Adoption of TOPdesk by the organisation (organisation is used to work with mail system).
- We are a sales organisation; organisation does not always understand the added value of a service management tool in particular.
- We are part of a global organisation with a very restricted infrastructure. It was difficult our infrastructure ready to use a SAAS application like TOPdesk (email domain, no integration possibility with in-house tools).
Evaluating TOPdesk and Competitors
- Price
- Product Features
- Product Usability
- Product Reputation
TOPdesk Training
- no training
Configuring TOPdesk
TOPdesk Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
TOPdesk Reliability
Relationship with TOPdesk
Upgrading TOPdesk
- This question is not applicable to use. We are on the SAAS platform.
- We are currently looking into moving towards the new asset management module.
- We are very interested in interaction management / activities / tasks (new setup)
Comments
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