As the focus on customer experience sky rockets, employee engagement and collaboration are more important today than ever. In this presentation, Marian Spruit shares three key secrets behind TOPdesks high employee and customer review scores.

1. The Secret Ingredients to Create
Service Excellence

3. Australia
Singapore

8. We love to share our experience

9. We love to share our experience

10. Where do you start?

11. Steady Foundation
Service Excellence
Culture
Employee
Engagement
Collaboration

12. Steady Foundation
• Tool
• Process
• People

13. Steady Foundation
Service Excellence
Culture
Employee
Engagement
Collaboration

14. Collaboration
• Enterprise Service Management
• Shared Processes
• Shared Service Catalogue
• Vendor Management

16. Steady Foundation
Service Excellence
Culture
Employee
Engagement
Collaboration

17. The culture
• Values
• Hiring strategy

20. Steady Foundation
Service Excellence
Culture
Employee
Engagement
Collaboration

21. Employee Engagement
Employees are most satisfied when they
can make progress on meaningful work
- Forrester Research

22. Employee Engagement leads to…
• Give them meaningful work
• Employees can make the right decisions
• Improved customer experience

23. To sum up
• The Age of the customer
• Service Excellence leads to happy customers
• Keep in mind that collaboration, culture and employees are
key factors

24. Thank you for attending
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