14 TOPDESK MAGAZINE - JUNE 2015

THE WORLD OF
CASH MACHINES
HOW GSN MANAGES THEIR BUSINESS

CUSTOMER IN FOCUS

Despite the fact that digital payments are

becoming more and more commonplace, we cant
yet imagine a place where cash machines dont
exist. We expect them to be permanently stocked,
and are annoyed when theyre 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

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 units. 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
Edgar Polak and Bob Siffels,
Money Services Netherlands

instance, if a certain machine type has issues with paper jams or swallowing
cards, wed like to know. GSN needed a system for these types of workflows.
TOPdesk was the answer.

16 TOPDESK MAGAZINE - JUNE 2015

Company-wide support

which we were already using for internal

TOPdesk turned out to be a challenge. We

GSN has implemented a number of

support at IT, can also be used to provide

had to set up operator groups, authorization

company processes in TOPdesk. This includes

services to banks and register problems.

groups and filters for each process. And

processes for the Cash Management, Device

module settings also affect the processes

Management and Facilities Management

A big challenge

departments, and the communication

TOPdesk is currently one of GSNs core

same time a user meeting was introduced for

surrounding them. TOPdesk is also used for IT

applications. A consultancy process helped

settling conflicts and discussing challenges.

and FMs internal support, meaning GSN uses

to gradually implement the software

It is starting to take shape, and offers both

two TOPdesk environments in total.

throughout the entire organization.

challenges and compromises. After all, you

you have already set up, says Siffels. At the

A consultant collaborated with each

cant support everyone in the same way. Now

core packages within the organization. Bob

department at GSN to find out how each

the departments processes are set up in

Siffels, application manager at GSN, explains.

process worked best in TOPdesk, but also how

TOPdesk, its like they can look beyond their

At GSN it is our policy to purchase as few

the departments worked together.

own process. Its very positive.

GSN decided to purchase a number of

applications as possible. A tool like TOPdesk,

Setting up the different processes in

TOPDESK BEING A STANDARD

SOLUTION REALLY HELPED US
DURING THE IMPLEMENTATION.
Edgar Polak
Change Manager

CUSTOMER IN FOCUS
An intensive consultancy process

the implementation. It forced us to strip

GSN is a young organization, and many

everything back to the basics of information

processes were therefore not sufficiently

exchange. The tool is so large and robust

developed at the start of the TOPdesk

that we had to make concessions, but thanks

implementation. Siffels collaborated with

to TOPdesks basic set-up, our set-up is now

a TOPdesk consultant to find out how the

more straightforward and clear.

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

TOPDESK
GRANTS
DEPARTMENTS
INSIGHT INTO
EACH OTHERS
PROCESSES
Bob Siffels
Application Manager