Bank serves customers an extra 20,000 hours each year and pushes availability towards 99 percent to deliver a better brand experience
NCR Predictive Services predicts errors at the ATM before they occur, helping financial institutions keep their fleet up and running. (Photo: Business Wire)
Designed for self-service technologies such as ATMs and retail self-checkouts, the solution has enabled BNZ to reduce the downtime of its ATMs by a third. Across its more than 450 ATM fleet, that equates to serving customers for an extra 20,000 hours each year.
“That has enabled us to deliver a better service to our customers for a lower cost, while working to deliver the highest levels of service and convenience of any self-service network in New Zealand.”
Via a software agent on each device, NCR Predictive Services collects more than ten times the typical amount of operational data from the network, including from individual components within each ATM, such as the card reader, receipt printer and cash dispenser.
Detailed error messages from these components, which go unseen in traditional ‘break/fix’ maintenance offerings, identify that a problem is likely to occur. This enables preventive action to be taken before the fault puts the machine out of service. The precise, component-level diagnosis also means that engineers are dispatched with the right parts and tools so problems are nearly always fixed first time, reducing downtime still further.
Johnson explained that, before NCR Predictive Services was deployed, every ATM that a second-line engineer was dispatched to would be out of service when the engineer arrived. “Depending on the location and the type of problem, an ATM might have been down for hours, creating a negative brand experience for maybe hundreds of our customers who would have been denied their transactions.
“Now, in about 40 percent of cases, the ATM is still up and running when the engineer arrives.” That has improved the BNZ brand experience, making it easier to attract, engage and cross-sell to customers through its ATMs.
NCR Predictive Services is deployed in thousands of self-checkout lanes and ATMs around the world, helping companies maximize the availability of critical, customer-facing technologies and enhance the consumer experience.
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Photos/Multimedia Gallery Available: http://www.businesswire.com/cgi-bin/mmg.cgi?eid=50235563&lang=en
Source:
NCR Corporation
Jeff Dudash, 919-435-6976
jeff.dudash@ncr.com