Case Study: Bord na Móna achieves 50% self-service adoption and streamlined service delivery with TOPdesk

Bord na Móna - Customer Case Study

Bord na Móna, an Irish utilities company operating across 18 sites, had been using TOPdesk since 2017 but by 2020 its service portal was cluttered and underused. A single IT service page with too many forms and mixed visibility between IT and facilities created a messy back end, poor navigation and low self-service uptake, so the organisation engaged TOPdesk to help restructure its service offering.

TOPdesk provided focussed consultancy and a clear methodology to build a defined service catalogue and tile-based portal, improve search functionality and align stakeholders, with the first phase launched within months. The result: portal service requests rose from 20% to 50% of total requests (a 30 percentage-point increase) and incidents logged via self-service increased 16%, easing pressure on the service desk and enabling broader plans to centralise departments and onboard HR.

Bord na Móna

Richard Reade

Business Applications