Case Study: KLM UK Engineering improves service management with TOPdesk

Delivering success through a phased implementation

KLM UK Engineering, a UK-based maintenance repair organization, needed a better way to roll out service management across departments without overwhelming a small IT team. The company chose TOPdesk and its self-service portal to replace a fragmented, email-driven approach and support a phased implementation across teams.

TOPdesk helped KLM UK Engineering centralize service requests in one system, reduce silos, and improve cross-department collaboration. The result was 83% of tickets being logged via the self-service portal, 8,000 tickets logged since go-live, and easier reporting and escalation across 70 operators and 9 departments.

KLM UK Engineering

Dan Nelmes

IT Support Technician