Case Study: Kent Community Health NHS Foundation Trust achieves streamlined self-service and 90%+ user satisfaction with TOPdesk

Kent Community Health NHS Foundation Trust - Customer Case Study

Kent Community Health NHS Foundation Trust, a community-based NHS trust supporting about 5,300 end users (and a further 2,500 users on behalf of Surrey and Borders Partnership), needed to streamline IT and telecoms requests, replace paper forms and email chains, and improve self-service usability while keeping costs down. Since 2016 they have used TOPdesk—primarily its Self-Service Portal and call management system—to give staff a single, easy-to-use channel for reporting issues and requesting services.

TOPdesk helped Kent Community Health NHS Foundation Trust convert paper-based processes into customizable electronic forms, integrate Active Directory for faster ticketing, and create tailored service areas for different teams (IT, CIS, Surrey and Borders), making the portal the central hub for requests. The result was simplified workflows and faster communication (especially for telecoms), strong user satisfaction—with over 90% of users reporting a great experience—and efficient management of thousands of users, with TOPdesk supporting expanded processes like Problem Management and mobile access.

Kent Community Health NHS Foundation Trust

Richard Lawrence

IT Service Support Centre Manager