Anywhere365

OGD

ogd-logo-150x80Netherlands-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.

The Secret Behind OGDs Wave of Service Desk Performance Awards

"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."

Firm software decisions: Anywhere365® integrated with Topdesk.

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.

Quick responses to any situation

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.

Preventively resolve potential issues

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.

5 Service Desk Tips

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.

 

  • First of all, invest in your service desk: make sure you have the best employees and the best cloud-based communication software. The service desk is the face of your IT department, and therefore has the most effect on your user satisfaction. Providing the fastest service possible to your end users can also keep your IT chain costs as low as possible.

  • Make sure your end users experience IT as an addition, so that they always remain satisfied. Know what is going on with a user: which processes do they have to deal with, for instance? Something else to take into account is when your service desk should be available. From 9 to 5 simply isn’t enough for many modern organizations.

  • Make sure that the service desk remains the owner of each call and route dialogues from there. As long as the service desk maintains operational management of a call, the end users don’t have to worry about their point of contact. Moreover, it is a useful incentive for calls that have been open for a while.

  • Let end users do as much as possible themselves. You can tell a user what needs to be done but letting them do it themselves – or even having it done automatically – is much better for the service desk and the end user.

  • Orchestrate all technology and tools. Every part of your ecosystem should enhance other parts. A tool is not a goal in and of itself. We use Topdesk to classify processes and workflows. Anywhere365® streamlines the communication between several environments.


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