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28 TOPDESK MAGAZINE - JUNE 2016

Patrick Mackaaij
is a marketeer at team Worcade.

WORCADE: COLLABORATION
PLATFORM FOR SERVICE
PROFESSIONALS
It has become quite common for organizations nowadays to outsource work such
as coffee machine maintenance or server management. As a result, more and more
customers deal with specialists from other organizations. The end user trusts that you,
as a service professional, are in charge of this collaboration.

Every supplier works differently. One supplier prefers it when you call

Simplifying the collaboration with your supplier

them, the other can be reached on a general email address and another

You work more and more with service professionals from different

works with their own service management tool. This way, important

organizations who are also connected to the internet. Why not

information that helps you stay in charge is spread out across different

take advantage of this? In order to make the collaboration with

communication channels, making it difficult to keep track.

service professionals easier, we have created Worcade. Worcade is

In the best case scenario, forwarding an end user question is simply

a collaboration platform that makes the communication between

a case of duplicating work. You often lose track when the request

organizations and their suppliers easier, more efficient and more fun.

is forwarded and you need to regularly ask the supplier for a status

Complicated links, copy-pasting text and old interfaces are part of the

update. Sometimes you need to contact the supplier for this, because

past. Worcade creates overview.

you cant access their system to check the status.


Telephone calls are often not registered, which leads to forgotten

In Worcade you can easily chat with other service professionals.


It is easy to start a conversation and to add new participants to it.

agreements or details. Email messages can be lost in someones

Worcade notifies all participants when the conversation is updated.

inbox. This way, you lose time repeating request and trying to get

This email comprises the subject and a link to the conversation.

a good overview.

Worcade offers facilities to customize the conversation. You can

TOPDESK MAGAZINE - JUNE 2016 29

add work orders to communicate tasks and time spent, or close the

name. With a single click you can share additional information from

conversation and give feedback.

the TOPdesk call with your supplier. This could be a request, action,
object, location and attachments. Worcade includes handy details such

Starting a conversation from a call

as the objects model/make or a map of the location so the handyman


knows where to go.

From TOPdesk you only need a single click to start a conversation with

Having all your supplier conversations in Worcade gives you one

your supplier. Responses from the supplier are directly recorded on the

clear overview. The supplier can easily add a work order and invoice

Worcade tab of the call card. This way, the entire conversation is in one

to the conversations, so you have everything in one place. This makes

clear location and you can directly see whether the supplier has read it.

three-way-matching very easy: you can quickly check whether the

Worcade uses data from a call, like the short description or the supplier

assignment, performed activities and invoice match.

Suppliers can get started right away


As soon as you start a conversation with a supplier, he or she receives
an email with a link to the Worcade conversation. The link leads to the
Worcade server (https://worcade.net). This way, you do not have to give
your suppliers access to your TOPdesk environment. Worcade works on
a desktop, tablet and smartphone, which means your supplier can get
to work right away. The chat interface prompts a quick response.

Image 1 The Worcade tab in TOPdesk

30 TOPDESK MAGAZINE - JUNE 2016

Editorial
Download this issue and more at
www.scribd.com/TOPdesk

you

your supplier

The TOPdesk Magazine covers subjects that are topical in


the world of professional service desks in IT, facilities and
other service providing organizations. TOPdesk Magazine

I have a malfunction

is intended for managers, service desk employees, facilities


organizations and electronic city councils anyone who

Whats the problem?


Type: Coffee machine 23
No milk in cappuccino

is involved with supporting clients on a daily basis. This


concerns both the processes and the technology behind
these services.
TOPdesk Magazine is a TOPdesk publication,

OK, I am going to solve it

Great, thanks!

+44 (0) 207 803 4200, editorial@topdesk.com


Editors-in-chief: Milou Snaterse, Nicola van de Velde
Editors: Nicola van de Velde

Youre welcome!

Translators: Laura van Rosenberg, Nicola van de Velde


Contributors: Arjenne Bastiaansen, Fiona IJkema, Patrick

Image 2 Schematic overview of a


Worcade conversation

Mackaaij, Roeland van Rijswijk, Wolter Smit, Jeffrey


Verstegen, Annemarie Wolfrat
Layout: Denise van Rijst
Illustration: Frank van Klink, Martin de Rooij

Do your suppliers use TOPdesk? They can then easily link the Worcade

Photography: Aad Hoogendoorn, Menno van der Bijl

conversation to a TOPdesk call, to a mail import for example. When you

Copy editor: Nicola van de Velde

as TOPdesk customer start a conversation with TOPdesk Support via


support@topdesk.com, our help desk links the conversation to a new

A print run of 10,000

call. This way, TOPdesk customers and our support employees work

Quarterly magazine

together on the Worcade tab.

Languages: Dutch, English

Suppliers without TOPdesk can directly work on the call in Worcade.


We are currently adding more functionalities for them. We are also

Copyright 2016 TOPdesk. Although this publication has

looking at different ways to simplify the collaboration between

been produced with the utmost care and attention, the

service professionals, like scheduling mechanics or using checklists

writers cannot be held responsible in any way for any

and templates.

damages that may occur due to errors and / or deficiencies


in this publication.
Official TOPDesk partners: 3Fifty, AskRoger!,

Try Worcade now!


Communicating from TOPdesk via Worcade is a cost-free feature in
the new TOPdesk. Take a look and activate Worcade in the TOPdesk
functional settings.

Want to stay tuned?


Subscribe to the Worcade newsletter via http://bit.ly/tdm-worcade.

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OGD, Okta, Partners in Technology, RES Software,
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The Backbone, TimeTell, Tools4ever, Victa