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TOPdesk product roadmap - Sander Koolmees

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Our solutions help you help your customers. We see it as our responsibility to guide organizations to achieve service excellence. Based on this vision we are developing concrete functionalities that can be found on our roadmap.
In this presentation we’ll go through the steps from vision to themes to actual solutions you use every day.

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TOPdesk product roadmap - Sander Koolmees

  1. 1. TOPdesk on Tour TOPdesk Product Roadmap Guides to service excellence
  2. 2. Sander Koolmees Product Manager
  3. 3. TOPdeskVision Guide organizations to achieve service excellence, by excellence, by getting people engaged, empowering empowering them to work better together
  4. 4. The key ingredients Standard & Simple Self-Explanatory Software Implementation out-of-the-box Fundamentals: Workflows Fundamentals: Assets Collaboration Service Excellence The Network Agile Best of Breed TOPdesk as a Service The Ecosystem 1
  5. 5. The themes: Standard & Simple Self-Explanatory Software Implementation out-of-the-box Fundamentals: Workflows Fundamentals: Assets Collaboration Service Excellence The Network Agile Best of Breed TOPdesk as a Service The Ecosystem 1
  6. 6. The themes: Standard & Simple Self-Explanatory Software Implementation out-of-the-box Fundamentals: Workflows Fundamentals: Assets Collaboration Service Excellence The Network Agile Best of Breed TOPdesk as a Service The Ecosystem 1
  7. 7. Standard & Simple Our software is a means to an end: improving your service management. A complex tool is only a distraction, so simplicity is key.
  8. 8. Do-it-yourself imports Improving self-reliance for creating and adjusting imports. Standard & Simple
  9. 9. e-learning Self service possibilities for onboarding; • Users; operators, customers • Departments Standard & Simple
  10. 10. Workflows &Tasks Standard & Simple
  11. 11. Request to be completed Workflow giving structure to the tasks Tasks to complete the request Workflows &Tasks Standard & Simple
  12. 12. Asset Management Keep track of assets for all processes within your service organization. Standard & Simple
  13. 13. Asset Management Link assets with custom labels, see which assets are impacted by disruptions Standard & Simple
  14. 14. From Asset to anyThing Management Standard & Simple
  15. 15. The themes: Standard & Simple Self-Explanatory Software Implementation out-of-the-box Fundamentals: Workflows Fundamentals: Assets Collaboration Service Excellence The Network Agile Best of Breed TOPdesk as a Service The Ecosystem 1
  16. 16. Collaboration We believe that collaboration is key to delivering a high-quality service. This collaboration is not confined to the walls of your organization.
  17. 17. Share & Subscribe Calls don’t always impact just one user. This feature allows operators and users to share calls with other impacted users. Collaboration
  18. 18. Chat A native chat solution in TOPdesk, enabling customers to be reachable through multiple channels. Collaboration
  19. 19. Adding value with AI! • Improve service excellence pro- actively, prevent bad customer experience to occur • Raise efficiency and provide relevant knowledge & information Collaboration
  20. 20. Public knowledge items Enabling shift-left by offering knowledge to users that don’t have an account in TOPdesk. Collaboration
  21. 21. Place an iframe on any website
  22. 22. Collaboration
  23. 23. Agile Enable teams to improve their way of working with Agile methods in TOPdesk. Collaboration
  24. 24. Best of Breed Standard & Simple Self-Explanatory Software Implementation out-of-the-box Fundamentals: Workflows Fundamentals: Assets Collaboration Service Excellence The Network Agile Best of Breed TOPdesk as a Service The Ecosystem 1
  25. 25. Best of Breed While we focus on the core of Enterprise Service Management, our ecosystem of partners seamlessly integrated with TOPdesk captures adjecent capabilities.
  26. 26. Software as a Service Best of Breed Faster response to changing market conditions • Increased productivity and scalability at development • Faster adoption of new technology Cover global use cases
  27. 27. Virtual appliance What: Appliance – a new way of installing TOPdesk Why: Enabling a (micro) services architecture for on-premises customers so we can speed up developments, use the newest technologies and build more scalable software Best of Breed
  28. 28. WhatsApp Integration Enable users to register new calls in TOPdesk via Whatsapp. Best of Breed
  29. 29. Advanced reporting Enable full flexibility in reporting with customer BI Tooling (e.g. PowerBI) via a generic Odata stream. Best of Breed
  30. 30. Chatbots Allows virtual agents to be implemented inside TOPdesk, to handle routine work and tasks, enabling service experts to focus on complex cases after a warm handover. Best of Breed
  31. 31. Amelia Best of Breed
  32. 32. Our customers As a customer create additional solutions yourself and/or benefit from each others' efforts. Without losing the flexibility and speed in updates. Best of Breed
  33. 33. Finding more information Update blog blog.topdesk.com/updates Roadmap productroadmap.topdesk.com Release notes releasenotes.topdesk.com Webinar page.topdesk.com/nl-be/webinars-belgium TIP tip.topdesk.com
  34. 34. TOPdesk on Tour Thank you for attending View this presentation online

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