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Engagement through culture - Wolter Smit

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Engagement through culture - Wolter Smit

  1. 1. TOPdesk on Tour TOPdesk on Tour Our Story Engagement through Culture
  2. 2. TOPdesk on Tour Wolter Smit CEO/Co-founder TOPdesk
  3. 3. TOPdesk on Tour
  4. 4. £ 35million revenue 14 offices in 10 countries on 3 continents 4,175 clients700 employees Self-funded25 years in business
  5. 5. TOPdesk on Tour
  6. 6. TOPdesk on Tour TOPdesk on Tour How did we do this?
  7. 7. “After the first phase of the implementation, I was able to take a well-earned holiday for the first time in three years”
  8. 8. TOPdesk on Tour Lyn McKerrow Demand Manager
  9. 9. TOPdesk on Tour •
  10. 10. TOPdesk on Tour
  11. 11. TOPdesk on Tour It’s the people... And how you treat them.
  12. 12. Companies with engaged employees have a 81% higher customer satisfaction rate. - Forrester -
  13. 13. TOPdesk on Tour Your people are adults, treat them that way - Driven by metrics only - Motivated by Carrot & Stick - Forced into a role
  14. 14. TOPdesk on Tour Douglas McGregor People are lazy and unhappy with work People find work as natural as play
  15. 15. TOPdesk on Tour Are you engaged?
  16. 16. TOPdesk on Tour First Line Operator Second Line Operator Service Desk Manager
  17. 17. TOPdesk on Tour First Line Operator Second Line Operator Service Desk Manager • Pick up the phone • Prefer technical stuff • Handle demanding clients • Coach newbies • Improve the Knowledge Base • Make sure the planning is ok • Make sure everybody is engaged • Relay info to development • Bridge Support and Ops
  18. 18. TOPdesk on Tour Take aways Did you notice? • Talk to a human being within three rings • Very knowledgeable support • Supporters have a name • TOPdesk Innovation Platform • Dr. TOPdesk
  19. 19. TOPdesk on Tour Take aways • Treat your people like adults • Find their strengths • High Customer Satisfaction will follow
  20. 20. TOPdesk on Tour
  21. 21. TOPdesk on Tour TOPdesk on Tour Thank you for attending View this presentation online

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