Case Study: OGD IT Services achieves award‑winning, self‑healing service desk and higher end‑user satisfaction with AnywhereNow

The Ultimate Service Desk is Self-Healing The secret behind satisfied end users

OGD IT Services, a Dutch IT service provider supporting over 47,000 end users across roughly 25 TOPdesk environments, needed a way to manage rapidly growing complexity (their user base doubled in two years) while keeping response times fast and end-user satisfaction high. To ensure a single point of contact and efficient call handling across multiple customer environments, OGD integrated AnywhereNow’s contact centre technology, deploying the Anywhere365 solution alongside TOPdesk.

AnywhereNow’s Anywhere365 unified contact‑centre for Microsoft Lync was used to route incoming calls to the right teams, show which TOPdesk environment a caller belonged to, and trigger knowledge-base popups at the agent’s screen; dashboards and live call displays further improved responsiveness. The implementation let OGD scale its 24/7 Shared Service Desk, maintain personalized handling for customer groups, and contributed to OGD achieving first place in the Giarte Outsourcing Performance survey for end‑user support two years running while supporting tens of thousands of users across multiple environments.

OGD IT Services

Maarten van der Kleij

Head Of The Shared Service Desk