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Future of TOPdesk
Sietze Meijer
s.meijer@topdesk.com
• Communicate through your
customer’s channels
Omnichannel support
Chat
• Acting directly when
necessary
• Multiple simultaneous
conversations.
• Share digital content.
• Crowdsource knowledge.
• Shift left
Peer to peer knowledge sharing
AI – customer facing
• Increasing amounts of data
can be valuable.
• Pattern recognition.
• Proactively help your
customer...
Agile
• No longer just something for software developers.
• Balance reactive work with proactive improvements.
• TOPdesk K...
• Keep track of relevant
changes in requests
• Act when relevant and
required.
Notifications
Workflows and Tasks
• ITIL-based modules versus
flexible processes.
• New system for Workflows
and Tasks.
• Optimise TOPde...
• Gradual replacement of
Configuration management.
• Flexibility is key.
Asset management
TOPdesk to TOPdesk linking, and other
tools
• Collaborate with trusted partners.
• Chain integration
• Seamless TOPdesk to...
AI – process optimisation
• Operator assistants.
• Process automation.
• Pattern recognition.
Recap
• Customer Journey
• Flexibility in process
• Integration
• Emergent technologies
#ToT18
Thank you for your
attention
Sietze Meijer
Sietze Meijer
S.Meijer@topdesk.com
TOPdesk on Tour 2018
Working towards better collaboration
The future of TOPdesk
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The future of TOPdesk

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The future of TOPdesk

  1. 1. Future of TOPdesk Sietze Meijer s.meijer@topdesk.com
  2. 2. • Communicate through your customer’s channels Omnichannel support
  3. 3. Chat • Acting directly when necessary • Multiple simultaneous conversations. • Share digital content.
  4. 4. • Crowdsource knowledge. • Shift left Peer to peer knowledge sharing
  5. 5. AI – customer facing • Increasing amounts of data can be valuable. • Pattern recognition. • Proactively help your customers.
  6. 6. Agile • No longer just something for software developers. • Balance reactive work with proactive improvements. • TOPdesk Kanban board.
  7. 7. • Keep track of relevant changes in requests • Act when relevant and required. Notifications
  8. 8. Workflows and Tasks • ITIL-based modules versus flexible processes. • New system for Workflows and Tasks. • Optimise TOPdesk processes to your customer’s needs.
  9. 9. • Gradual replacement of Configuration management. • Flexibility is key. Asset management
  10. 10. TOPdesk to TOPdesk linking, and other tools • Collaborate with trusted partners. • Chain integration • Seamless TOPdesk to TOPdesk link.
  11. 11. AI – process optimisation • Operator assistants. • Process automation. • Pattern recognition.
  12. 12. Recap • Customer Journey • Flexibility in process • Integration • Emergent technologies
  13. 13. #ToT18 Thank you for your attention Sietze Meijer Sietze Meijer S.Meijer@topdesk.com
  14. 14. TOPdesk on Tour 2018 Working towards better collaboration

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