Item: TOPdesk
Rating: 8
Author: Tom Peters

Overall Satisfaction with TOPdesk

Use Cases and Deployment Scope

Incident management, change management and asset management. Elderly care with a workforce of 1800 people. Inhouse IT departement. We use TOPdesk for incoming calls and changes. TOPdesk helps us provide a satisfactory customer service by giving us insights in organizational changes. TOPdesk also keeps our assets in check by providing a great insight in the usage and whereabouts of said assets.

Pros and Cons

Pros

Incident management
Asset management
Workflow optimization

Cons

Asset management reporting integration
Selfservice portal could be more informative with backend information
More dynamic linking between modules for faster switching between modules

Return on Investment

No more chaos in the service department
Faster switching to different departments.
More selfservice by letting users fill in the basics.

Support Rating

Great support, always fast with response. Responses are always helpful. Different ways of contacting support which is great.

Likelihood to Renew

i dont think there is a better product out there.

Key Insights

Do you think TOPdesk delivers good value for the price?

Yes

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

Yes

Did implementation of TOPdesk go as expected?

Yes

Would you buy TOPdesk again?

Yes

Likelihood to Recommend

TOPdesk is is well suited for day to day incidents, call comes in then gets categorized. If our department cant handle the call, we can forward it easy to a different operator group.

Less appropriate is the ease of reserving items, this should get an update so that items that are in stock can easily be geven our.

TOPdesk Feature Ratings

Comments

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Great product, with some quirks