Case Study: Vivid Homes improves service desk knowledge and ticket resolution with TOPdesk

VIVID Homes - Customer Case Study

VIVID Homes, a leading affordable housing and support services provider in the south of England, was undergoing a business transformation programme that was bringing new applications, infrastructure, and services onto the service desk. The challenge was to equip Service Desk Analysts with the right information while also helping the wider business feel confident using self-service tools and logging tickets correctly. TOPdesk was used as the service management solution.

TOPdesk helped VIVID Homes manage suppliers, assets, knowledge, and self-service in one platform. The company used the Supplier & Contracts module to store supplier details and SLAs, asset management to track infrastructure and speed up incident resolution, and the knowledge base to quickly create and update articles for its 90 operators and users. The self-service portal, built with TOPdesk Designer, improved first-time ticket quality by gathering the right information upfront and enabling users to solve queries themselves, supporting faster resolution times and a more reliable Service Desk.

Vivid Homes

Matt Fuller

IT Service Desk Manager