Case Study: Roots streamlines IT processes with TOPdesk

Streamlining IT processes with ITAM and knowledge management

Roots, the Canadian retail company known for its apparel and lifestyle products, needed a better way to manage IT service delivery across a small team supporting about 500 end users. Before TOPdesk, their ticketing process was disorganized, handled largely through email, and it was difficult to track tickets, ownership, and hardware assets.

TOPdesk implemented its ESM software for Roots, including IT Asset Management, CMDB, the Self-Service Portal, reporting, and knowledge management. The result was a more organized IT operation with clearer asset control, faster incident handling, better end-user self-service, and improved visibility into workloads across teams. Roots also created knowledge articles from tickets to reduce repeat work and save time, helping the IT department support users more efficiently and identify gaps sooner.

Roots

Jocelyn Hamilton

IT Coordinator