Case Study: Flagship Group scales from ITSM to ESM with TOPdesk

Flagship Group - Customer Case Study

Flagship Group, a UK utilities organization, needed a better way to manage service requests across multiple teams. While its IT support team had already adopted TOPdesk’s out-of-the-box ITSM self-service portal, other departments were still relying on shared mailboxes, Excel trackers, and informal processes that made it hard to track requests, assign ownership, or measure performance.

TOPdesk helped Flagship Group expand from ITSM into ESM by onboarding 11 departments, including IT, Facilities, Legal, Procurement, HR, and Finance. The company built categorized self-service portals, trained site administrators and operators, and introduced a single point of contact with full audit trails, a knowledge base, and feedback capture. The impact included seamless go-lives with no reported issues, easier internal ticket passing, and a tripling of customer feedback responses through TOPdesk’s Five Star Review integration.

Flagship Group

Nathan Fletcher

IT Support Manager