In 2023, TOPdesk completes 10 years of operation in Brazil and, therefore, this is a year of celebrations for managers and the entire team. In Brazil, the company has been growing consecutively throughout this period. “We understand that continuing to grow significantly over ten years in the market has been quite challenging. Today, our main objective is to focus on efficiency and we already have indications that we are doing an excellent job", highlights Guilherme Morais, CEO of TOPdesk.
The company's key solution in its portfolio is TOPdesk, an ITSM (IT Service Management) tool based on ITIL (Information Technology Infrastructure Library) best practices. . “In a very simplified way, it is the help desk and service desk that we know. TOPdesk is a unique solution that can integrate with several other tools. We opted for this business strategy because we understand that we need to be very good at what we do and the other companies with which our tool integrates, too. Thus, we managed to extract the best of both worlds and guarantee excellence to the customer”, Complete William.
Help desk and productivity
The solution has modules that make it possible to interconnect departments more easily and support, mainly, IT professionals. “We understand that these professionals are much more strategic nowadays, and they are not there to deliver a mouse or fix a printer, but to take care of the automation of tools and processes. They know that this type of activity generates scalability, optimizing resources, costs and TOPdesk is there to support these professionals and companies”, highlights the executive.
In addition, the company offers a solution implementation consulting service, which aims to understand the processes and maturity of companies to guide them with the ideal strategy, in accordance with the best market practices.
TOPdesk services facilitate collaborative work and productivity due to the organization of information flow and, mainly, focus on the experience of the internal customer, who are the people who work in the company, who need all the access and support to be able to work effectively.
“If an IT professional has a process to be followed over a period of days that involves more than one area, with TOPdesk he can determine and distribute these activities, setting deadlines, which also guarantees productivity with our customers. For these reasons, TOPdesk enables collaborative and productive work”.
From Holland to Brazil
TOPdesk was born in Holland with two entrepreneurs, Frank Drogsma and Wolter Smith, students who were impressed by the disorganization within companies. Still in college, they developed the TOPdesk software to facilitate processes and make organizations gain efficiency in interdepartmental communications – the famous service desk and help desk.
Over time, TOPdesk began to gain more and more relevance in the Netherlands and began the expansion process to other countries, such as Belgium, Germany and Denmark, in a first phase and, later, the internationalization gained the Americas, with Brazil, United States and Canada. Recently, the company inaugurated an operation in Australia and, as a result, now has offices in more than eleven countries and operates in more than 40 countries.
The challenges in the Brazilian market
In Guilherme's opinion, TOPdesk has a very Dutch organizational culture, based on the values of freedom, trust and responsibility. “The way people are used to relating to companies here in Brazil is quite different from how we believe this relationship should be. So, there are many employees who come to TOPdesk and say that they go through a process of “cultural detox”. Here we value well-being a lot, we want our team to have a life outside of work and that work is just one of the ways for people to exercise their purpose in life, but not necessarily the main thing.l”. Thus, this cultural difference is one of the challenges of operating in Brazil.
Another big challenge is the competitive market. Although TOPdesk is present in different markets, the company decided to maintain the strategy of focusing on clients from the finance, education, health and industry sectors, in order to specialize more and more on the specific needs of each market. Currently, it has big names in its client portfolio, such as Sicoob Confederação, BanQi, Marilan, Mackenzie, Laureate, Johnson & Johnson, several Unimed units around Brazil, among others, with a portfolio that includes about 250 companies .
Goals for 2023
In 2023, one of the objectives is to expand its presence in the logistics sector, since TOPdesk already has large customers in the segment, such as Transportadora Braspress. Another goal is to attract companies with low and medium maturity, companies that still don't have organized processes and that need this to conquer the market. “In 2023, we have the goal of continuing to grow, and even more significantly, even so with a realistic perspective, understanding that there is no 'silver bullet' that will make us grow much more than normal”, points out the director.
He points out that in this first quarter of 2023, TOPdesk has already sold 40% more than in the first quarter of 2022.”We are treading a very positive path, the result of a plan that balances commercial strategy and employee well-being. We do not want to grow on top of a culture of burnout, but rather, always growing following our purpose of improving lives”, he points out.
As a major milestone in the celebrations of 10 years in Brazil, the company organized, in March, a event celebration with customers – the biggest meeting of the TOPdesk community in the Brazilian market which, in addition to customers and employees, was visited by directors from Belgium, the Netherlands, Canada and Denmark.
EN 
PT 
