S2: E02 - Sustainable Self-Service

Chances are, if you’re Canadian, you’ve heard of – or owned something from – Roots. Over the past few years, TOPdesk Canada has helped Roots streamline processes within their IT department, implementing the ESM software to help with their service delivery. In this bonus customer story, join Braden as he interviews Jocelyn Hamilton, IT Coordinator of Roots Canada, as she shares her experience implementing TOPdesk, and the positive impact it has had within the organization.

For our final episode of the season we are joined by TOPdesk co-founder and CEO, Wolter Smit. Wolter takes us through the highlights of his journey with TOPdesk thus far, sharing some captivating insights along the way. Given the evolution of technology that he has been a witness to, and been a part of, his perspectives are unique and thought-provoking. If you're looking for an inspirational pick-me-up to accompany your morning coffee today - this is it! As we wrap up the season, we'd like to thank our listeners for tuning in. Don't forget to sign up to get email updates via our page: https://page.topdesk.com/topcast 

Knowledge is Key - In this episode we hear from TOPdesk Consultant Hannah Price, as she sheds some light on the importance of Knowledge Sharing and KCS. In addition to our wonderful guest, TOPcast team member Anushi stands in as guest host for this episode. Tune in to learn helpful tips throughout to give you and your team some action items.

Implementing a new Service Desk in the middle of a global pandemic is no easy task. Tune in to hear from Laurie at Agricultural Financial Services Corporation (AFSC) to learn about some tips and tricks to move away from using the service software as a tracking tool that creates lots of overhead, towards onboarding TOPdesk and achieving 80% uptake on the self-service portal within months.

As a manager you have probably found yourself wondering how to keep the office culture alive amidst virtual meetings. Is it enough to create online coffee chats, and other watercooler style meetings? Tune into this weeks' episode to hear the lived experience of Ray McGuire, as he shares some unique stories and useful tips to help you re-ignite the social interactions amongst your team.

In this episode we sit down with Tom Wearing from London District Catholic School Board to discuss his experience within the IT industry and TOPdesk. Tom walks us through his journey with TOPdesk, pointing out key tips and tricks that have been successful to his service team. And in the back half of the episode, we get into some predictions for the future of service delivery for school boards. Tune in and hear some of Tom's relatable stories for yourself!

Collaboration is more than just working together. In Episode 3 we hear from Michiel Otting, with over 20 years of experience in the field helping organizations add value to their service departments, he has some insights to share on how to excel collaboration strategies. “A culture is a combination of the values you have, but also the way in which you want to implement those values in daily work – the most important thing is understanding what you want to achieve.” – Michiel Otting, 2021 During these isolating times, how can you encourage increased collaboration in your team? Is a cooperative or collaborative culture right for your organization? Tune in to hear more.

Organizations have quickly realized the importance of an intuitive Self-Service Portal with a good Knowledge Base to empower customers to enable customers to solve issues themselves. Tune into today's episode as we dive into how to create a sustainable Self-Service infrastructure in your organization. Want to hear tips and tricks for managing walk-ups during this work-from-home era? This episode is for you.

In the opening episode of our second season we get into detailed discussion with two of TOPdesk's Customer Success Manager's. They share plenty of stories and experiences they have from the past year and look to the future for ways they plan to help service desk's become future proof! A must listen for IT managers looking for some guidance before making a change in 2021!

“Minimizing walkups is equally about enabling a culture change, as much as it is about developing the infrastructure to support that transition.” We wrap up this season of TOPcast with guest speaker Pamela MacMillian (a Canadian at heart and avid Celine Dion fan) who has worked with organizations across North America to improve customer experience and empower users with TOPdesk’s award winning software. Tune in and find out what first steps to take to help Self-Service free up your team’s time and maximize their efficiency. Want to dive deeper into enabling Self-Service and the various elements needed to build a successful portal? Click here to watch Pamela’s webinar on demand.