How Erik minimises downtime in a high-stakes environment with TicketBuddy
Meet Erik, a 38-year-old CTO at a manufacturing company. He leads a team of 17 IT professionals responsible for ensuring that production never halts. Every minute of downtime impacts revenue, efficiency, and customer commitments. Managing IT in this environment requires balancing stability, security, and ongoing optimization. For this, he and his team need quick access to the right information. Whether it’s an unexpected system failure or a planned ERP update, he aims to minimize risks, act quickly, and keep operations on track.
The challenge: stability, speed, and knowledge retention
Erik faced numerous challenges. First, critical incidents demand quick resolutions since downtime negatively affects production; however, fragmented information often hindered this process. Maintaining IT knowledge within his team was also problematic, leading to repeated attempts to resolve the same issues. Identifying recurring problems became tedious and resulted in prolonged escalations. Finally, significant updates require careful planning, but the disorganized data complicated matters. Erik needed a more efficient method to consolidate IT knowledge and enhance response efficiency.
Enter TicketBuddy
When Erik implemented TicketBuddy, everything changed. The AI-powered tool integrated seamlessly into TOPdesk, serving as a centralized knowledge hub with structured troubleshooting steps.
“ERP updates are smoother with pre-update checklists, minimizing disruptions and avoiding costly downtime.”
Now, his team can instantly access resolutions, retrieve impact analyses for updates, and act faster in critical situations. ERP updates are smoother with pre-update checklists, minimizing disruptions and avoiding costly downtime. TicketBuddy also filters through large volumes of data, immediately surfacing the most relevant solutions.
Better IT, fewer disruptions, faster fixes
With TicketBuddy, Erik’s team resolves issues faster, production remains stable, and updates occur with fewer surprises. New employees are onboarded quickly, and past knowledge is always within reach, ensuring efficient IT operations.
