Netherlands-based OGD’s service desk came in number one for end user support in Giarte Outsourcing Performance survey, one of the world’s largest support outsourcing csat surveys. And not once, but multiple years in a row. They support over 450 organizations, mostly from the Netherlands.
"Our Shared Service Desk is divided into different customer groups, for instance based on technical similarities. This scales the advantages of a bigger team while still delivering personal services. Customers can use our Topdesk environment or their own tool. We use Microsoft Teams-native Anywhere365® to route incoming calls to the right employee and effectively map the stream of calls spread across several Topdesk environments. Anywhere365® also indicates the Topdesk environment a customer is in, and whether there are any major calls at that time."
Maarten van der Kleij, head of the Shared Service Desk, has a clear vision on leading an effective IT service desk and how to meet the needs of more than 47,000 end users.
Maarten van der Kleij: “Our Shared Service Desk is divided into different customer groups, for instance based on technical similarities. This scales the advantages of a bigger team while still delivering personal services. Customers can use our Topdesk environment or their own tool. We use Microsoft Teams-native Anywhere365® to route incoming calls to the right employee and effectively map the stream of calls spread across several Topdesk environments. Anywhere365® also indicates the Topdesk environment a customer is in, and whether there are any major calls at that time.”
According to OGD, the secret to satisfied end users is primarily having the right service desk staff, supported by the right organization and software. “It’s important that end users have a single point of contact. Everything has to end up with the right person, regardless of call type. Anywhere365® is key for us in this orchestration.”
In the Shared Service Desk, employees are linked to a certain experience level. Together with the customer group, this level determines which incoming calls appear on which employee’s Topdesk screen as an Anywhere365® pop-up. “This lets us quickly route incoming traffic to certain teams when it’s busy,” said Van der Kleij. “We also use a knowledge base linked to both Topdesk and Anywhere365® Dialogue Cloud so all our information is available to every Teams-powered user, always.”
There are various dashboards at OGD’s Shared Service Desk to help them react to telephone peaks. “Certain management information – such as a live display of the number of calls and phone calls at that moment – are shown on Web Wallboards spread throughout the service desk. Other dashboards, such as service level reports, aren’t in the Shared Service Desk. Instead, we use them at set times to see if we have met SLAs with our customers.” The combination of these tools lets OGD stay on top of the Shared Service Desk’s performance.
Van der Kleij says, “As we support more and more end users, our services become more complex. The number of end users has doubled in two years time. This means that you not only receive more calls, but you also have more employees, support more processes and have to operate in quite a few organizations. For example: we currently manage almost twenty-five Topdesk environments.”
According to Van der Kleij, ‘real self-service’ is the biggest topic where there are still plenty of benefits to be reaped. “Change is one of the few constant factors in IT. That’s why the market is primarily asking for more automation and self-sufficiency for customers. At OGD, we call this principle ‘shift left’. Shift left means that we want to preventively resolve as much as possible in order to push towards the left of the chain. You could call it a self-healing system. It ensures faster help of end users, or even the avoidance of support requests. As a result, your user satisfaction improves, but also your total IT costs drop.”
Anywhere365® Dialogue Cloud comes with a low code automation studio to enable this shift left strategy, regardless of your endpoint of choice.
The effectiveness of your services depends on various factors that you must always keep in mind. Maarten van der Kleij has five tips to help make your service desk as successful as possible.