Case Study: The London School of Hygiene & Tropical Medicine achieves 75% self-service uptake and 4.7/5 customer satisfaction with TOPdesk

How the world-leading research organisation shared the benefits of a Self-Service Portal

The London School of Hygiene & Tropical Medicine, a world-leading research and postgraduate education centre, was struggling with very low self-service adoption (around 4%), siloed processes, and manual spreadsheets and sticky notes that caused duplicated work and confused end users. To modernize their service management they implemented TOPdesk SaaS in 2016, engaging TOPdesk consultancy to support rollout and change management.

TOPdesk delivered a customer-focused self-service portal, redesigned service catalogue and workflows using end‑user groups, and added reporting dashboards and automated forms. The impact was rapid and measurable: 40% portal use in the first week, 62% at six months and 75% after one year, a 4.7/5 average customer satisfaction score, a manager freeing up 50% of her time, faster resolutions and simplified equipment bookings — demonstrating TOPdesk’s tangible time savings and improved service visibility across multiple departments.

London School of Hygiene & Tropical Medicine

Caroline Fernyhough

Knowledge and Information Manager