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Профессиональный Документы
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Putting your
customer first
In this issue:
How our latest version helps you
put your customers first
Is SaaS the most smart, flexible
and cost-effective solution for your
organization?
EDITORIAL
Easy does it
The other day my debit card broke. If youre like me, and dont
have much cash at hand, this can lead to an awkward situation
when youre next in line at the supermarket. Of course I
wanted to order a new card as quickly as possible. But sadly
it was already 8 p.m. and outside my banks regular office
hours. Luckily you can do a lot of stuff online nowadays. I used
my smartphone to log into my banks website, and directly
requested a replacement card, which I received two days later.
This experience clearly shows how the internet has changed
the way we work. Nowadays customers expect that they can
solve their own problems where, whenever and how they
want. Ive even come to the point that Ill think twice to take
my business to organizations whose services dont meet
these expectations.
AS FAR AS IM CONCERNED,
CHOOSING SAAS IS SMARTER,
AND MORE FLEXIBLE AND
PROFITABLE FOR MOST
ORGANIZATIONS
Ramon van Leeuwen
Commercial director ,TOPdesk
In this magazine you can read how self-service can help you
make customers more self-sufficient and happy. You can also
read how to manage your own organization with suppliers.
This is becoming more important, because the customer
expects the exact same service, whether they deal with you
or your suppliers.
Enjoy your read!
Nicola van de Velde & Milou Snaterse
16
06
04
NEWS
06
10
13
16
19
23
COLUMN
24
28
TIPS + TRICKS
Stay up-to-date
To stay up-to-date with the latest
TOPdesk news and service
management developments,
follow us via these channels.
TOPdesk has released a new version of its software. The highlight is the new Self-Service Portal,
which improves customer self-sufficiency. It offers a knowledge base, service catalogue and a
TOPdesk Newsletter
place to log and track requests all in one. The portal is fully customizable, making it possible to
create a simple, familiar interface for end users. Whats more, the search functionality lets users
find exactly what they need without having to contact your service desk. Read more about the
facebook.com/TOPdesk
new version in the article The best service is self-service on page 16 of this magazine.
linkedin.com/company/topdesk
community.topdesk.com
SaaS customers can benefit from all the new features at the end . Are you an on-premises
customer and interested in the new version? Visit www.futureofservicemanagement.com for
more information or contact your account manager.
@TOPdesk
Nancy Van Elsacker
Thanks for joining us in celebrating
the new @TOPdesk USA office!
@Bomgar @PCConnection
@ThinkHDI @MetroOrlandoEDC
@TOPdesk_UK
Terrific news from @sdi_institute
for our work alongside the
amazing @britishlibrary IT dept!
NEWS
Calendar
12
13
14
APR
APR
APR
DK
itSMF conference
Clarion Hotel, Oslo
SEE is an event that looks beyond the current trends in service management and shows a sharp
vision of the future. Be inspired by international experts, join interesting round table discussions,
DE
26
27
APR
APR
11
12
13
MAY
MAY
MAY
12
13
APR
APR
UK
21
APR
gear change for ITSM. Learn more about the shift-left strategy, what it means to the business,
and which steps should be taken to reap the benefits.
Hannah Price and Sumit De, TOPdesk consultants, will host a seminar on Customer satisfaction
18
MAY
measurements made more human. Attendees will learn how to communicate survey results to
BIFM Conference
London
19
MAY
customers and measure their satisfaction. They will also discover how to make their service desk
more human by taking customers seriously.
For more information about these seminars, visit http://www.servicedeskshow.com/seminar/
On 8 and 9 June, TOPdesk will be hosting a number of presentations at the SITS in London.
Wolter Smit, co-founder and CEO of TOPdesk, will give a presentation about Shift-left: the next
SOCTIM
London
JUN
JUN
21
22
23
JUN
JUN
JUN
Facilities Management Show
London
CUSTOMER IN FOCUS
STREAMLINING
YOUR FACILITIES
AND IT PROCESSES
WITH TOPDESK
Arcus College has been located in its new, modern school building for a
year now. Since their move, Arcus has used TOPdesk to streamline all their
internal processes. Both IT and Facilities processes are set up in TOPdesk.
TEXT: MILOU SNATERSE PHOTOGRAPHY: AAD HOOGENDOORN
Arcus College
Arcus College is a regional training centre for intermediate
already had TOPdesk running for ten years, but the tool
the organization.
Step-by-step implementation
The future
Van den Berg sees a number of specific points for
improvement for the future. We have a service desk
where you can get notebooks, pens, batteries etc. We
would like employees to request these items via the
TOPdesk Self-Service Portal and not walk into the stock
room and grab what they need. The moment a request is
made in TOPdesk, a desk employee can directly prepare the
items. This way we also gain insight into what people use.
Students can log calls and reserve rooms in TOPdesk,
but they do not do this actively yet because they are
not familiar with the tool. This is also something that
Arcus wants to work on. Finally, Van den Berg would like
to monitor more in the future. TOPdesks reports are
very suitable for this. We currently lack incident and
change managers who can monitor things, says van den
Berg. I make a lot of reports myself to try to educate
management and my colleagues, but it would be even
more ideal when the operators team leads would focus
on this entirely.
logical to outsource
in this case.
it in-house.
When saving costs is an argument to
these tasks.
changes is limited.
internal staff.
knowledge up-to-date.
your TOPdesk environment and your suppliers. You can directly update
your suppliers via Worcade when you need additional employees or
other things. To make this process easier, you can also share certain
data from a TOPdesk call. This potentially confidential conversation is
at all times separate from your own TOPdesk environment. You decide
tab to all call cards in the new TOPdesk version. On this tab you can
the direct link. He does not have to log into your organizations
TOPdesk environment.
12
TOPDESK MAGAZINE - MARCH 2016
ADVERTORIAL
TimeTell
Planning & TimeSheet
Furthermore, you can plan staff and projects. Staff planning can be used
to allocate people to a specific job and project. The TimeTell project
planning functionality helps you make Gantt charts in order to gain more
insight into the process structure and progress. Both planning and
realisation of spent hours can be registered in TimeTell, which makes it
easy to control and manage projects.
The solution is available both online and on-premise. This can be
combined with the TimeTell App, enabling you to work anywhere with
TimeTell.
Every organisation large or small, profit or non-profit can work with
TimeTell. Users around the world are Bosch Security Systems, Bayer,
DB Schenker and the Rail Safety and Standard Board.
Like TOPdesk, the TimeTell software is developed in the Netherlands.
It is used by more than 500 clients worldwide, and is available in English,
German and Dutch.
WHY SOFTWARE
AS A SERVICE?
More and more suppliers offer their software as a
service in the cloud. But why do they do this? And
what are the big advantages for users? We asked two
service management software experts their opinions
on Software as a Service.
Over the last few years, software suppliers have all been switching from the traditional
perpetual licence model to the Software as a Service (SaaS) subscription. With SaaS,
customers pay for software via a subscription according to use instead of making a
one-off purchase. Instead of installing the software on the organizations servers,
it will now be in the suppliers cloud. Organizations can then access it through the
internet. There is a worldwide proliferation of suppliers with this business model.
These are new suppliers who only offer software in the cloud, like Google and
Salesforce.com, and suppliers who already offered software packages. Ramon van
Leeuwen and Ludo Bergkamp have, as TOPdesks Sales manager and Sales team leader,
supported a myriad of organizations in the field of service management. What is their
vision on this trend?
Ludo Bergkamp
Where does this growth of subscriptions come from?
Ludo Bergkamp is Sales team leader and has
Organizations want their software costs evenly distributed, manageable and insightful.
Perpetual licences do not meet these requirements: large one-off costs, long-term
maintenance contracts, all followed by upgrade costs of which the amount and
payment date are unclear. A subscription removes all these uncertainties with a
monthly fee.
RvL: A licence also makes your bookkeeping less flexible. Just imagine if you are forced
to cut back, while you just invested in a new tool six months ago. Of course you wont
LudoBergkamp
@LudoBergkamp
get part of your money back. But if you pay per user, it is easy to align your costs with
your new occupancy.
in two years?
work with.
opportunity arises.
months or more.
software update.
in culture?
change in attitude.
software versions.
Every service department wants to deliver excellent service. We believe that self-service
is the best service you can offer your customers. This is now possible thanks to the SelfService Portal in TOPdesks new version. After all, a self-sufficient customer is a happy
customer the most important goal of any service department.
Our newest version helps you put the customer first, making them as
to being self-sufficient in their daily lives: they shop online, book plane
tickets and find answers to their questions. And they also expect this
what to expect, for instance if you let them find the answers to their
that prevents them from doing their job, both the business and the
time they can better spend on resolving more complex tasks. In the
is what you get) editor that lets you customize the portal. After all, you
own problems*. This is only natural, because your customers are used
know what your customers need most. You can easily publish forms
and services and display overviews. The editor also helps you fully
adjust the look and feel to match your organization, helping you create
a simple, familiar interface for your customers. Whats more, you can
personalize the interface per person group. For instance, you can allow
the secretary group to reserve rooms directly from their home page,
and the management group to make authorizations.
Meeting expectations
The latest version focuses on services: they are the building blocks of
the Self-Service Portal. You can turn the portal into your own services
catalogue, and the new editor makes it easy to publish and set up
services. For instance, you can add a description to the service and
explain how to order it, answer frequently asked questions about the
service and link forms related to the service. In short: you create one
location where you customers can find all information about a service.
one location
18
TOPDESK MAGAZINE - MARCH 2016
ADVERTORIAL
Ad Huige
is a consultant at TOPdesk and works two
days a week as a functional manager at a
semi-public organization.
FUNCTIONAL MANAGEMENT:
WHERE DO ALL THOSE
QUESTIONS COME FROM?
WHICH PEOPLE ARE INVOLVED IN MANAGING A SHARED
SERVICE MANAGEMENT APPLICATION?
The new application is live and you think youve got everything under control. But have
you considered the advantages of managing a tool properly? Good management can help
you take full advantage of a tool like TOPdesk. And once youve actually got everything
under control, youll know exactly which parties to work with to achieve optimal results.
priority?
sending a newsletter.
functional manager.
solutions?
Maintaining communication
solution groups.
The suppliers
format?
Service delivery
management
Functional management
Operator groups
Management
HRM
Suppliers
The business
Directional
Management
IT
Operational
Management
Facility
22
TOPDESK MAGAZINE - MARCH 2016
ADVERTORIAL
1 June
TivoliVredenburg
Utrecht
19 May
Royal College of
Physicians, London
SEE is an event that looks beyond the current trends in service management
and shows a sharp vision for the future. Meet international experts and share
insights with interesting peers.
Discover service excellence at SEE: the international service management event.
Interested?
www.see2016.com
SEE is powered by
COLUMN
Wolter Smit, CEO of TOPdesk
MORE KNOWLEDGE
SHARING, LESS WORK
What would it be like if we could reduce the call duration by 25%
and the time spent on calls by 15%?
Well, if someone were to ask me such a question, I could say
nothing but: Sounds great. Lets go for it!
Reducing the duration makes our customers happier, and a shorter
time spent results in more time for structurally improving other
things. But I dont believe in miracles. So heres my next question:
How do you think youll achieve this?
The answer is surprisingly simple: by recycling knowledge.
youre looking for? Great! You get to quickly answer that question.
Is it not exactly what youre looking for? Quickly improve it. This
Now youll hear a lot people say: Ah! We need a knowledge base!
Thats right, but not quite like youd expect. Once its decided you
write the first articles which also takes time. But five meetings on
work easier.
Its much better if you get everyone who works with customers to
sure that end users can find knowledge via the self-service portals
service desk. This will not only reduce the call duration, but even the
Patrick Mackaaij
is a marketeer at team Worcade.
HANDLING YOUR
CUSTOMERS PERSONAL
DATA WITH CARE
You might use TOPdesk to process personal data such as name, email address and login
data. Depending on how you make use of TOPdesk, this can include sensitive information.
It is therefore required that your TOPdesk is secured properly. You can do this with good
login settings, HTTPS, setting up permissions and filters and by limiting export options.
full name, email address or login data are some examples. These data
When you work with personal data of a sensitive nature, you do not
only have to directly notify the authority in case of a data leak. You also
already wrote that they expect you to secure personal data sent via
need to notify the parties involved because the data leak could have
SSL protocol, is a literal statement in the article, which you can read
here: http://bit.ly/1L28EJe.
TOPdesk? If so, its likely that you have this data on person cards or in
WORKING SMARTER
It is not always clear how the traffic is carried between the callers/
and operators worldwide can work with each other. In practice this
this connection. It is expected that web browsers will soon warn users
other organizations.
Do you have TOPdesk SaaS? We have already ensured that you access
TOPdesk via HTTPS.
Do you have TOPdesk on-premises? You can easily check whether
you access your environment via HTTPS. Open your web browser
make sure you do not forget this when you make TOPdesk available via
HTTPS, TLS and SSL are related concepts that are often used
of websites.
Websites can be accessed via the HTTP protocol. The S in HTTPS
When there is no certificate available, you can get one plus the
required digital signature within a couple of minutes. Certificate
stands for secure. HTTPS is possible if the websites can be accessed via
certificate on TOPdesk within half an hour. Read more about this on our
website: http://bit.ly/TOPdeskHTTPS.
Editorial
Download this issue and more at
www.scribd.com/TOPdesk
There is a data breach when personal data was lost during a security
You can read Protecting your TOPdesk environment on our scribd page:
bit.ly/1TOrqX2.
You can also use functional settings to prevent people from getting
access to or changing data. Besides setting up access permissions
on all cards of a specific type, you can also create filters in TOPdesk.
Via Modules > Supporting Files you can create branch, category and
operator filters that provide operators with access to only a subset
of cards.
van de Velde
de Velde
Finally, from TOPdesk 5.7 on you can avoid the export of lists (such as
customer and person cards) by taking away this permission from the
operator via Modules > Supporting Files > Permission Groups > General
PA R T N E R
I N
E F F E C T I E V E
C O M M U N I C AT I E .
W W W. B U R E AU D D C . N L
tips + tricks
Resetting your password
Existing email actions can be copied. With this, you can easily
as follows:
1. Go to Settings > Functional settings > Login settings.
Setting up sender
to be copied.
b. For which card you want to create the new email action.
Operators Section
www.topdesk.com