Case Study: Kramp Group achieves 56% Self‑Service uptake and 37% fewer tickets with TOPdesk

Kramp Group - Customer Case Study

Kramp Group, a global agricultural supplier with more than 3,500 employees, faced an overloaded service desk hampered by email-driven requests and an older TOPdesk system that couldn’t support service automation. With a workforce spanning baby boomers to Gen Z, Kramp needed an intuitive, 24/7 Self-Service Portal (SSP) that would reduce back-and-forth email “ping-pong” and suit varying tech skill levels.

TOPdesk implemented a fresh, automated SSP with standardized, intelligent forms, workflows that bypass first- and second-line support where possible, and user-focused design tweaks plus an adoption campaign. The result: TOPdesk’s solution drove self-service uptake to 56% after nine months (initially 31.7% in week one, then a 25% lift over six months) and cut ticket volume by about 37%, improving transparency with track-&-trace and freeing the service desk to focus on higher‑value work.

Kramp Group

Ruben van der Graaf

IT Support