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The Outcomes

Benefits of using Devicedesk

Enhanced customer and stakeholder satisfaction

  • Reduce staff handling time through integration between different systems
  • Reduce follow-ups with requestors through validated input and getting data right at the beginning
  • Automation of manual tasks reducing error and re-entry requirements
  • Revenue acceleration as invoicing is automated based on order status
  • Accuracy of requests is increased through data validation at input stage
  • Workflows follow a consistent approach every time
  • Accurate Data with the removal of human input/error
  • Net promotion rises as automation becomes a differentiator between suppliers
  • Self-service allows 24×7 access to orders and requests
  • Approvals can be conducted on mobile devices ‘off system’ to speed up turnaround
  • Quick turnaround times as requests are routed directly to the right people for execution
  • Complete visibility of status end-to-end
  • Profitability is protected through margin reporting
  • Search query analytics can expose areas of opportunity (missing products or services) or language updates (keyword improvements in content)
  • Significant reduction in fulfilment times
  • Decrease in human hours and manual processing
  • Compelling reduction in costs overall

Case Study

Firewall change request processing reduced from

1 days


1 mins

Case Study


Our customer, a managed service provider, was getting grief about the time it was taking to implement firewall rule changes. Firewall rule changes are typically a simple task to execute, notwithstanding the security implications they present. The issue was that in order to implement a new firewall rule there were many steps and teams and this added unnecessary delay.

The ‘before’

Firewall change requests were submitted via a legacy SharePoint site, or attached in an Excel sheet for bulk changes. There was no validation at submission so requests were passed to a service desk for triage – this was bottleneck number one – all requests were being funneled into a queue for triage and allocation to functional teams. If the request wasn’t filled in completely, then further follow-up was required with the requestor.

Once a request arrived at the correct functional team, it entered another review phase. This time, the request was assessed for technical and security implications, and again if technical detail was missing it required further follow up with the requestor (bottleneck number two).

Finally, once the request was completely valid, and approved from a security standpoint it could be allocated to one final queue for an engineer to pick up and complete the task.


We addressed all bottlenecks by creating an smart form which validated all key information at submission time – addresses, equipment, technical details.

Secondly, we implemented an approval layer whereby requests could be sighted and signed off via a simple email workflow (enabling approvers to approve from their mobile device on the go).

And thirdly, all requests already had routing destinations configured so once a request passed checks and approvals it’s assigned directly to an engineer for action.

Case Study


The customer experience shifted from multiple touch points across multiple teams, constant follow-ups and lack of visibility to a single submission action and real-time status of their request. Not to mention an enormous reduction in delivery time.

The engineers now only receive fully validated, approved requests for action. No-one has to chase anyone, and at all times the customer can see the status of their request without needing to follow up.