Case Study: EKC Group boosts efficiency with TOPdesk self-service portal

EKC Group - Customer Case Study

EKC Group, a UK education provider serving six colleges, wanted to improve service delivery and reduce the inefficiency of handling user requests through email. Working with TOPdesk, the organization set out to replace email as the easiest contact method and guide users toward a self-service approach.

TOPdesk helped EKC Group implement a self-service portal with knowledge articles and purpose-built forms, supported by a policy that tickets must be logged in TOPdesk. The results included 99% of tickets being submitted through the portal, an average service desk response time of three minutes, improved workload management for engineers, and better visibility into major incidents and user needs.

EKC Group

Martin Batchelor

IT Service Desk Manager