Module Specialists: Connecting Customer, Knowledge and Tool
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14 TRENDS Photography: Robin Kuijs TOPdesk has grown rapidly over the past 15 years, both as a tool and as an orga nization. We currently offe r 15 modules and have over 420 employees across six different branches. This can mak e it challenging to find the right expert to answer your question. A few years ago, it became apparent that each department needed a contact person for each module: a module specialist. The specialist is familiar with the module’s strengths and areas for improvement, knows about its ‘exotic applications’ and is a point ofcontact for other departments. A module s pecialist is a developer, acc ount manager , support specialist or consultant whose experience or education provides them with unique knowledge of a specific module. Anna Ravensbergen, a Support department module specialist, tells us more. “We have an in-depth module knowledge that lets us engage in discussions with customers and really help them with specific questions and problems. ” Module specialists share knowledge with customers and colleagues, but are also help improve the software, as Anna explains. “You can influence your module’s development. It’s great to discuss customer experiences and wishes with the developers. I was able to make a considerable contribution to the development of the Change Management module.” Role and task allocation Customer contact provides plenty of input regarding wishes, comments and complaints. MODULE SPECIALISTS: CONNECTING CUSTOMER, KNOWLEDGE AND TOOL … is a team leader, consultant and TOP desk module specialist ANNE KE WESTER MA N TOP desk employees share their k nowledge, skills and experien ce with our customers every day . Account managers, consultants and suppor t specialists are T OPdesk experts, but they also have to be able to sen d our customer’s requests for improvement to the right people. TOP desk introduced so-called module specialists to process module-specific questions and feature requests. YOU CAN REALLY INFLUENCE YOUR MODULE’S DEVELOPMENT Anna Ravensbergen
