TOPdesk: Empowering Service Excellence

TOPdesk, a Bramble Hub partner, provides a comprehensive service management solution designed to help organizations achieve service excellence. Founded in the Netherlands by two students, Frank and Wolter, TOPdesk has grown into a global company with over 700 employees serving more than 4,500 customers worldwide.

Working in partnership with TOPdesk, Bramble Hub has supplied their solution to almost 20 organisations in the UK public sector, including local authorities, NHS trusts and educational institutions.

Key Features

Ticket Management TOPdesk offers a centralized platform for managing customer requests and incidents. The self-service portal allows customers to submit calls and check their status, while service desk employees can efficiently prioritize and resolve issues.

Self-Service and Knowledge Management The self-service portal empowers customers to find solutions independently. TOPdesk's knowledge base feature enables easy creation and sharing of expertise, bringing solutions closer to customers.

Multi-Channel Support TOPdesk supports various communication channels, including phone, chat, and email, ensuring flexibility in customer interactions.

Cross-Departmental Collaboration The software facilitates seamless collaboration between different service departments, streamlining processes and improving overall service delivery.

Supplier Integration TOPdesk's Worcade feature enables smooth communication with external suppliers, enhancing transparency in the service chain.

Benefits

Improved customer satisfaction through faster issue resolution and self-service options.
Enhanced efficiency with streamlined workflows and cross-departmental collaboration.
Better knowledge sharing and management across the organization.
Customizable to fit specific organizational needs without complex coding.
Always up-to-date with continuous deployment of updates.
Scalable solution suitable for organizations of all sizes.

TOPdesk and Bramble Hub Partnership

Working as a thin-prime supplier in partnership with TOPdesk, Bramble Hub has supplied the TOPdesk solution to a wide variety of public sector organisations, including the following.

Competition and Markets Authority (CMA) In March 2024, TOPdesk and Bramble Hub secured a two-year contract to provide TOPdesk cloud software licenses to the Competition and Markets Authority. The CMA, an independent non-ministerial department, will use TOPdesk's solution to enhance its service management capabilities.

Armagh City, Banbridge & Craigavon Borough Council In May 2024, the partnership was awarded another two-year contract to supply TOPdesk cloud licenses to Armagh City, Banbridge & Craigavon Borough Council. This implementation includes the TOPdesk Essential Platform and additional modules for change management, problem management, contract & SLA management, operations management, and survey management.

NHS South, Central and West (NHS SCW) In August 2024, Bramble Hub and TOPdesk won a contract with NHS South, Central & West Commissioning Unit to provide helpdesk software. This deal will give staff access to TOPdesk's SaaS platform, supporting NHS SCW in its mission to provide consultancy advice, transformation delivery, and service support to various health and care providers.

British Library The British Library chose a helpdesk solution from TOPdesk through Bramble Hub.

London Borough of Wandsworth The London Borough of Wandsworth purchased a call logging and incident management system from Bramble Hub and TOPdesk.

Conclusion

TOPdesk offers a versatile and powerful platform for organizations seeking to enhance their service management processes. With its focus on customer empowerment, efficient ticket management, and cross-departmental collaboration, TOPdesk provides the tools necessary for achieving service excellence. Through our partnership with TOPdesk, Bramble Hub is committed to helping organizations transform their service delivery and create more value for their customers. For more information about TOPdesk, or to contact them direct, please visit their partner page.