Case Study: Grafton Merchanting achieves simpler service delivery with TOPdesk

Grafton Merchanting - Customer Case Study

Grafton Merchanting, a major building merchants group in the UK, needed a new helpdesk system that was simple to use, easy to modify, and available as SaaS. As a relatively small IT organization, they wanted a hosted solution that could fit multiple departments without the complexity of larger enterprise tools.

TOPdesk provided the SaaS helpdesk platform and a straightforward implementation process with a dedicated consultant. The result was stronger adoption of the Self-Service Portal, with Grafton Merchanting logging four times more tickets through it, plus improved mobile access and greater engagement across the organization.

Grafton Merchanting

John Spiers

Head of IT Service Delivery