14 TOPDESK MAGAZINE - JUNE 2015

THE WORLD OF CASH MACHINES

HOW GSN MANAGES THEIR BUSINESS

GSN is a young organization that was founded over three years ago by the

three big Dutch banks aiming to make the circulating cash stream as efficient

as possible. GSN is connected to the three banks’ cash machines. Edgar Polak,

Change manager, explains: “We are notified when an error occurs with one of the

machines, or a machine has a cash shortage or is too full. We are connected to

systems that monitor everything. If necessary, we send our suppliers to fix, stock or

empty the machines.”

The search for supported software When GSN first started, it primarily focused on money processing: counting

and checking the money flow in the Netherlands. A year later GSN expanded

its tasks, setting up a business unit for the money circulation logistics. This

business unit manages service providers and value transporters who work with

the cash machines.

Once GSN set up the Logistics business unit, it soon became clear that their IT

needs were different to the Money Processing business unit’s. “When banks call

us to say a machine has problems,” says Polak, “we need to immediately find out

what is going on. We also automatically receive a notification that something is

wrong with a machine via specialized software for machine management. For

instance, if a certain machine type has issues with paper jams or swallowing

cards, we’d like to know.” GSN needed a system for these types of workflows.

TOPdesk was the answer.

Despite the fact that digital payments are becoming more and more commonplace, we can’t yet imagine a place where cash machines don’t exist. We expect them to be permanently stocked, and are annoyed when they’re out of order. Money Services Netherlands (GSN) offers us a glimpse into the world of cash machines and explains how they streamline their logistics with TOPdesk.

TEXT: MILOU SNATERSE PHOTOGRAPHY: AAD HOOGENDOORN

Edgar Polak and Bob Siffels, Money Services Netherlands

CUSTOMER IN FOCUS

16 TOPDESK MAGAZINE - JUNE 2015

Company-wide supportGSN has implemented a number of

company processes in TOPdesk. This includes

processes for the Cash Management, Device

Management and Facilities Management

departments, and the communication

surrounding them. TOPdesk is also used for IT

and FM’s internal support, meaning GSN uses

two TOPdesk environments in total.

GSN decided to purchase a number of

core packages within the organization. Bob

Siffels, application manager at GSN, explains.

“At GSN it is our policy to purchase as few

applications as possible. A tool like TOPdesk,

which we were already using for internal

support at IT, can also be used to provide

services to banks and register problems.”

A big challenge TOPdesk is currently one of GSN’s core

applications. A consultancy process helped

to gradually implement the software

throughout the entire organization.

A consultant collaborated with each

department at GSN to find out how each

process worked best in TOPdesk, but also how

the departments worked together.

Setting up the different processes in

TOPdesk turned out to be a challenge. “We

had to set up operator groups, authorization

groups and filters for each process. And

module settings also affect the processes

you have already set up,” says Siffels. At the

same time a user meeting was introduced for

settling conflicts and discussing challenges.

“It is starting to take shape, and offers both

challenges and compromises. After all, you

can’t support everyone in the same way. Now

the departments’ processes are set up in

TOPdesk, it’s like they can look beyond their

own process. It’s very positive.”

TOPDESK BEING A STANDARD SOLUTION REALLY HELPED US DURING THE IMPLEMENTATION.

Edgar PolakChange Manager

An intensive consultancy processGSN is a young organization, and many

processes were therefore not sufficiently

developed at the start of the TOPdesk

implementation. Siffels collaborated with

a TOPdesk consultant to find out how the

departments’ different processes could fit in

TOPdesk. “We charged every department to

think about how they would set up their own

processes in TOPdesk,” says Siffels.

“After this, the consultant and I got started

with the actual set-up.” Polak continues,

“The fact that TOPdesk is a standard

solution gave us a lot of support during

the implementation. It forced us to strip

everything back to the basics of information

exchange. The tool is so large and robust

that we had to make concessions, but thanks

to TOPdesk’s basic set-up, our set-up is now

more straightforward and clear.”

TOPDESK GRANTS DEPARTMENTS INSIGHT INTO EACH OTHER’S PROCESSES

Bob SiffelsApplication Manager

CUSTOMER IN FOCUS