Case Study: Carpenters Group achieves 97% SLA success and service excellence with TOPdesk

Carpenters Group - Customer Case Study

Carpenters Group, a leading UK provider of insurance and legal services, needed a new helpdesk as steady growth strained its support processes and user experience. They selected TOPdesk for its familiar, easy-to-use Self‑Service Portal, modular design and Change Management capabilities to improve workflow authorizations and end‑user interaction.

TOPdesk implemented a tailored Self‑Service Portal and Change Management module, streamlining processes and enabling broader departmental adoption. The results included a 97% SLA success rate, reduction of complex change processes from about 50 steps to 10–15, faster ticket handling and positive user feedback, with TOPdesk’s UK support team cited for rapid, high‑quality service.

Carpenters Group

David Kirkman

IT Help Desk Manager