{"id":19945,"date":"2023-05-09T16:42:01","date_gmt":"2023-05-09T15:42:01","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19945"},"modified":"2025-06-05T12:48:53","modified_gmt":"2025-06-05T11:48:53","slug":"ferranti-service-automation","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/ferranti-service-automation\/","title":{"rendered":"How Ferranti uses service automation to save time"},"content":{"rendered":"

You have probably heard of\u00a0service automation\u00a0<\/a>before.\u00a0<\/span>But\u00a0<\/span>what does it look like\u00a0<\/span>in<\/span>\u00a0practice<\/span>?\u00a0<\/span><\/p>\n

We spoke\u00a0<\/span>wi<\/span>th<\/span>\u00a0Yoline<\/span>\u00a0Neegers<\/span>,<\/span>\u00a0part of the\u00a0Service Desk\u00a0team\u00a0at\u00a0Ferranti<\/a>, who\u00a0uses\u00a0s<\/span>ervice\u00a0<\/span>automation to\u00a0reduce repetitive<\/span>\u00a0task<\/span>s, save time<\/span>,<\/span>\u00a0and<\/span>\u00a0ma<\/span>k<\/span>e work less stressful.\u00a0<\/span><\/p>\n

Why Ferranti decided to automate their services<\/h2>\n

With over 54 customers in more than 18 countries, Ferranti\u2019s service desk deals\u00a0with\u00a0a\u00a0wide\u00a0variety of\u00a0requests every day.\u00a0Before\u00a0deploying\u00a0service automation,\u00a0Yoline\u2019s\u00a0team often\u00a0dealt with repetitive tasks, which were time-consuming and\u00a0prone to errors.<\/span>\u00a0To make her\u00a0team\u2019s\u00a0life\u00a0easier,\u00a0Yoline\u00a0started exploring\u00a0ways to\u00a0automate tasks within\u00a0TOPdesk.\u00a0<\/span><\/p>\n

How Ferranti uses Action Sequences to automate their services<\/h2>\n

Yoline and her team decided to use\u00a0Action Sequences<\/a>\u00a0\u2013 TOPdesk\u2019s most flexible feature for automating multiple steps in a process \u2013 to get rid of repetitive manual tasks. But what exactly did they automate and how? Here are a few examples that Yoline shared with us:<\/p>\n

Generating documents automatically<\/h3>\n

\u201cWhenever we hand out new hardware, the\u00a0recipient\u00a0has to\u00a0sign a document which we used to create ourselves, adding the name of the recipient as well. But sometimes we forgot to do so and ended up with the\u00a0wrong information.\u00a0That\u2019s\u00a0why we automated this process using Asset Management\u2019s\u00a0actions. Now, we no longer\u00a0have to\u00a0manually set up documents, so we can spend our time on more pressing tasks.\u00a0It also reduces the stress at work because you know that you can just automatically generate the document and\u00a0it\u2019ll\u00a0be ready instantly instead of having to create it last minute.\u201d<\/span><\/p>\n

Learn how to set up this action sequence in knowledge item KI 11163.<\/a><\/p>\n

Closing calls automatically<\/h3>\n

\u201cWhen\u00a0a\u00a0call has been open for a long time\u00a0without a\u00a0response\u00a0from the caller,\u00a0the\u00a0call\u00a0now\u00a0closes\u00a0automatically.\u00a0We\u00a0use\u00a0the\u00a0same\u00a0action sequence\u00a0when we resolve a call.\u00a0Having\u00a0this setup\u00a0helps\u00a0us\u00a0keep\u00a0an overview of\u00a0our\u00a0open calls\u00a0so\u00a0the team workload is\u00a0more clear.\u201d<\/p>\n

Learn how to set up this action sequence in knowledge item KI 11138.<\/a><\/p>\n

Assigning operators automatically<\/h3>\n

\u201cWe also use an\u00a0action sequence to automatically\u00a0assign operators because we have\u00a0rather large\u00a0teams.\u00a0To\u00a0do\u00a0this, we\u00a0use\u00a0the\u00a0contact field\u00a0in\u00a0the\u00a0operator\u00a0groups.\u00a0The\u00a0action sequence\u00a0checks\u00a0who\u00a0the contact of that operator group\u00a0is\u00a0and\u00a0assigns it to that specific\u00a0call.\u00a0This\u00a0helps\u00a0us\u00a0make\u00a0sure\u00a0that\u00a0a call\u00a0always\u00a0gets\u00a0assigned\u00a0to\u00a0someone,\u00a0resulting in lower response times.\u201d<\/span><\/p>\n

Updating brief descriptions<\/h3>\n

Automating the brief descriptions in calls\u00a0made\u00a0Yoline\u2019s\u00a0team\u00a0more efficient: \u201cWhen\u00a0a new\u00a0employee started,\u00a0the\u00a0brief\u00a0description would\u00a0just\u00a0say\u00a0\u2018new user\u2019.\u00a0<\/span>But that\u00a0<\/span>didn\u2019t<\/span>\u00a0give us enough information<\/span>, so I\u00a0<\/span>automated\u00a0<\/span>it to include the name<\/span>\u00a0of the\u00a0employee<\/span>, the<\/span>ir<\/span>\u00a0start date<\/span>,<\/span>\u00a0and t<\/span>heir<\/span>\u00a0function.\u00a0<\/span>On and offboarding someone has become much\u00a0simpler\u00a0which means\u00a0we make less mistakes.\u201d\u00a0<\/span><\/p>\n

Learn how to set up this action sequence in knowledge item KI 13930.<\/a><\/p>\n

How can other organizations get started with Action Sequences?<\/h2>\n

\u201cMy first tip is to check\u00a0my.topdesk.com<\/a>\u00a0because there are a lot of great examples there\u201d, Yoline shares. \u201cFor our action sequence on brief descriptions, I went into my.topdesk.com and found a knowledge item, downloaded the JSON file, and imported it into our environment. All I had to do was change some field names, after which I tested it in our test environment, and it worked! So, my advice would be to check the knowledge base because it\u2019s a very good starting point.\u201d<\/p>\n

And testing is key with automation. \u201cUse your TOPdesk test environment so you can play around and experiment with your action sequences. This way, you can test whether you have connected the right event to your sequence\u201d, Yoline shares.<\/p>\n

Ready to start with service automation?<\/h3>\n

Do you want to test your knowledge on Service Automation? Take the\u00a0Service Automation Quick Scan<\/a>\u00a0to find out how much you already know about automating your services in TOPdesk.<\/p>\n","protected":false},"excerpt":{"rendered":"

In this interview Yoline Neegers, member of the Service Desk team at Ferranti, shares how her team uses service automation.<\/p>\n","protected":false},"author":1,"featured_media":35013,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-19945","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nWhy Ferranti Decided to Automate Their Services | TOPdesk<\/title>\n<meta name=\"description\" content=\"Discover why Ferranti chose to automate their services and the benefits they gained. 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