NCR Corporation has designed a “virtual”, first line maintenance capability for BNZ in order to maximize ATM uptime and better serve customers. The innovative service can help diagnose and resolve common ATM service opportunities significantly faster from a central help desk, without ever sending an engineer onsite.
This new capability leverages BNZ’s use of NCR Predictive Services, which anticipates ATM hardware service opportunities before they occur. For BNZ, Predictive Services was a game changer and the impact was huge, as over 40 percent of BNZ’s second line hardware calls are now being resolved without disrupting customer use. BNZ saw this approach as the next stage of its ATM services operation and, together with NCR, have evolved what was initially just a concept into a complete operational solution.
Since piloting this virtual first line maintenance capability early this year, BNZ has eliminated 22 percent of calls for first line maintenance and, in turn, been able to remotely bring them back online within minutes. The results are lower operating costs and improved ATM network availability.
“Through its strong culture of innovation and continuous improvement, BNZ continues to set the global standard for highly available, cost-effective self-service banking,” said Paul Johnson, BNZ channel manager, ATMs and self-service. “This new technology is enabling us to fix almost a quarter of all ATM first-line service opportunities where no physical interactions are required, on average four times faster than previously experienced. The cost benefit and positive impact on customer service is extremely significant, adding real value to our business.”
“NCR is proud of our association with BNZ where we work as ‘one team’ to handle broader business issues collectively and aim towards co-creating solutions to increase profitability and make every day customer interactions an exceptional experience,” said Andrew Brown, managing director, NCR South Pacific.
Prior to BNZ deploying this customized software solution, an ATM service opportunity would typically initiate a visit from the bank’s third-party maintenance provider or a branch staff member. This response was necessary but not ideal, incurring cost and service interruptions for both staff and customers. Providing a physical response also brings with it delays, but now NCR’s ATM help desk can attempt to fix the service opportunities as they are reported, avoiding costly delays and maximizing availability.