Case Study: Moat achieves a more efficient service desk with TOPdesk

Moat - Customer Case Study

Moat, a UK-based housing association, needed a service management partner that could go beyond a standard ITSM tool and support a broader range of internal requests. They chose TOPdesk to help build a more effective helpdesk and create a true partnership focused on improving processes across the organization.

With TOPdesk, Moat implemented a self-service portal and centralized service desk for requests ranging from laptops to boiler repairs, turning the system into a one-stop-shop for multiple departments. The results were strong: around 1,200 incidents per month, 90% of tickets logged via the portal, and a 3x increase in incident volume since remote working, while the team gained a more efficient, widely adopted service desk.

Moat

Richard Shuttlewood

Helpdesk Manager