Case Study: Delft University of Technology achieves higher customer satisfaction and streamlined campus services with TOPdesk

On track to TOP customer satisfaction from day one

Delft University of Technology faced fragmented service delivery across nine service desks and multiple legacy systems, which led to inconsistent call-status communication and a steep learning curve for staff who only occasionally handled requests. To simplify access for students, staff and visitors and improve operator usability, the university engaged TOPdesk to provide a unified service-management platform.

TOPdesk implemented a single shared application—used by about 1,000 operators across the nine desks—including Reservations Management and a self-service portal. Consolidating multiple systems into TOPdesk produced consistent status updates, allowed operators to be productive from day one with few questions, aligned processes across departments, increased transparency for customers who can now track calls, and enabled successful pilots such as bicycle reservations that replaced ad-hoc key handling.

Delft University of Technology

Jaco Rodenburg

Information Manager