Case Study: Sword IT Solutions achieves 4.8/5 user satisfaction and empowers service users with TOPdesk

How This Managed Service Provider Empowers Their Service Users With a Helpdesk Tool

Sword IT Solutions, a UK-based Managed Service Provider working with the oil & gas and public sectors, needed a helpdesk that could be used both internally and by external clients—requiring multi-tenancy, simple licensing, strong self-service and transparent request tracking. They chose TOPdesk to provide a scalable, customer-facing ITSM platform to meet those MSP-specific needs.

TOPdesk delivered a multi-tenant helpdesk with a customer portal, knowledge base, and self-service functionality, and Sword implemented a three-month onboarding program and tailored Self-Service Portals (with plans for Power BI reporting). The result: strong adoption across ~100 operators and 2,500 users, 29,184 tickets handled in 2019, and a 4.8/5 average user feedback score, enabling Sword to scale and continually improve service delivery.

Sword IT Solutions

Jamie More

Operations Lead