Jeroen Janssen

Business Unit Manager Global Accounts

In his years as a consultant and project manager, Jeroen has worked with clients globally to elevate the lives of service department employees and their customers. His main expertise is Service Catalogue Development and Customer Experience. Right now, Jeroen is the Business Unit Manager of the Global Accounts business unit at TOPdesk.

Employees using digital knowledge base

4 steps to boosting Self-Service uptake

One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three months, Self-Service went from 3% to 40%, and recently to 70%! How did we do it?

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What does customer experience mean to the service desk?

There’s a focus shift in Service Management from numbers to experience. We see this in the growing focus on XLAs and CX and other cool acronyms. It’s all about improvements in Service Delivery. What does this imply for you? What can you do to get up to speed fast to improve the customer experience?

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Self service building better forms

Building a good Self Service Portal in 5 steps

Making the most of self service will save you work. But you need to design the self service portal for your customers – not for yourself. Read our 5 tips.

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Adjusting to the customers needs

Making your IT Service Catalogue customer centric

Most IT-departments use a service catalog – few optimize it for their audience: the end user. Both department and user will benefit from more customer focus.

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Office social distancing with Enterprise Service Management

Once you get to return to the office, service departments are key in accommodating office social distancing. Use these tips to make the return go smoothly.

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Implementing a knowledge base

KCS: reduce IT call volume and service desk workload

How can you reduce the number of incoming calls and the average duration of the calls you do receive? Knowledge management is the answer.

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Why a single point of contact (SPOC) is important

Doug Tedder explains why having a single point of contact (SPOC) is so important for ESM. Discover which 7 steps to take towards your very own SPOC today.

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