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The Dutch technology SME, specialist in service management solutions, is now looking to integrate new tools

After a year and a half working with business units focused on specific market segments, TOPdesk – a Dutch company that owns a single Service Desk solution for ITSM and Enterprise Service Management (ESM) – recorded an increase of 35% in the annual turnover of R$ 14 million, increasing its customer base in Brazil to around 300 companies, most of them with a profile of small and medium maturity of IT processes.

Credit: TOPdesk website

The result is the result of the verticalization strategy, focusing on the health, education, finance and industry markets. With this decision, the company has developed multidisciplinary teams that know the pains of these segments and, consequently, the ideal tools to make these companies efficient and mature, from an IT point of view. From now on, TOPdesk mira wants to bring a wider range of features to its customers, through integrations with companies that are experts in their services and thus better serve the segments covered.

According to Guilherme Morais, the company's general director in Brazil, the reasons that guided TOPdesk were, in the first place, the segmented customer base, which facilitated knowledge about the usability of ideal tools for each market, according to the need and the degree of maturity of the technological environment, as well as the market potential and the availability of budget to invest in the solution. “The advantage of working through business areas is that we become specialists in the pain of companies in a specific segment, which gives us the advantage of acting as experts and promoting a better customer experience”, he says.

“For the customer, our consultancy adds value, fostering good practices through multidisciplinary teams that work in all phases of the sales process, from prospecting customers to post-sales. In this way, we promote greater interactivity throughout the project cycle, generating more innovation, effectiveness and "affection", since the TOPdesk professional is able to better understand the client's vulnerabilities, defining the best solution and serving with more comfort and safety. ”, explains the executive.

TOPdesk's customer profile is made up of small and medium-sized companies looking for an efficient corporate service management tool, with flexible and adaptable costs. TOPdesk develops service desk solutions for ITSM and Enterprise Service Management (ESM) that promote service management improvements and create an environment where employees and customers can elevate their lives. They are user-friendly solutions, easy to integrate and that encourage collaborative work.

“After opening competition between the main players in the market, we chose TOPdesk as an ITSM solution. A fact that was repeated throughout the different phases of the company's history and in all the acquisitions made, says Myke Carneiro, infrastructure service desk coordinator at Grupo Viveo.

TOPdesk is a shelf solution with the best market practices, which offers a personalized, handmade consultancy. After consulting, which aims to train the client, the company can perform system maintenance internally or outsource it to TOPdesk. The consulting process involves a maturity survey to measure the level at which the customer is and, based on the diagnosis, indicate the best solution and service.

For Unimed Campo Grande, the ease of creating dashboards and the intuitive use of the tool were some of the differentials in relation to the competition. “Hospital environments demand speed in solving problems so as not to negatively impact medical care, so we sought a tool that did not represent an obstacle in everyday life and combined efficiency and simplicity”, comments Gleidson de Lima Faustino, IT coordinator at Unimed Large field.

“At TOPdesk, ITSM is much more than just the IT department achieving its goals. Unlike traditional management approaches, it's not just about the technologies themselves, or how hardware and software are developed, delivered, or maintained. ITSM is about how to provide well-organized IT services, in a friendly and intuitive way”, points out Guilherme.

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