Wolter Smit

1. Engagement through
Culture
Wolter Smit
CEO/Co-Founder

3. £ 35million
revenue
14 offices in 10
countries on 3
continents
4,175 clients700 employees
Self-funded25 years in
business

5. How do we do this?

6. “After the first phase of the
implementation, I was able to
take a well-earned holiday for the
first time in three years”

7. Lyn McKerrow
Demand Manager

10. It’s the people... And how you treat them.

11. Companies with engaged
employees have a 81% higher
customer satisfaction rate.
- Forrester -

12. Your people are adults, treat them that way
- Driven by metrics only
- Motivated by Carrot & Stick
- Forced into a role

13. Douglas McGregor
People are lazy and
unhappy with work
People find work
as natural as play

14. Are you engaged?

15. First Line
Operator
Service Desk Manager
Second Line
Operator

16. First Line
Operator
Service Desk Manager
Second Line
Operator
• 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

17. 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

18. Take Aways
• Treat your people like adults
• Find their strengths
• High Customer Satisfaction will
follow

19. #ToT18#ToT18
Thank you
TOPdesk
Wolter Smit
CEO/Co-Founder

20. TOPdesk on Tour 2018
Working towards better collaboration