When an ATM is down, a bank or retailer will have to deal with an upset and likely angry customer. At the same time, repairing ATMs can be an expensive endeavor. How do banks and retailers solve these issues?
This is a part of a series on ATM servicing.
No one enjoys repairing machines, but then again customers hate dealing with malfunctioning machines. When an ATM is down, the bank or retailer will have to deal with an upset and likely angry customer who often doesn’t want to travel across town to find a functioning machine. At the same time, repairing ATMs can be an expensive endeavor.
How do banks and retailers solve these issues? In this series, we will will be reaching out to multiple ATM suppliers to get their perspective on ATM service issues and how to handle service issues while saving money on repairs.
To start, ATM Marketplace reached out to Chase Andrews, VP of global fields operations at Diebold Nixdorf to get his perspective via an email interview.
Q. What are some of the biggest issues when it comes to servicing ATMs?
A. One of the main challenges is modernizing our service delivery model to leverage the data rich and connected environment available in the latest ATM technology. Our customers expect high availability of their ATMs, so as the technology has evolved, so has our service support. We’ve moved from a traditional reactive service model to a modern delivery model that utilizes machine learning for predictive, preventative and prescriptive service solutions.
Q. What are the most common customer complaints about ATM malfunctioning?
A. A critical metric our customers use for end-user satisfaction is ‘prime time availability’ of ATMs, thus the primary complaint from our customers is around time to restore ATM to full functionality. Devices that are down overnight or multiple days cause an extreme level of frustration for our customers. Diebold Nixdorf applies a lot of focus to understanding and reducing the cause of extended downtime. We’ve seen a significant increase in transaction volume over the past 18 months in both withdrawal and deposit activity at ATMs due to the pandemic, making the availability of self-service devices even more critical for our customers.
Q. How can banks save money when servicing ATMs?
A. One area where there’s an opportunity for banks to save money is with cash vendor services. This can involve incidents not covered under contract, such as damage caused during service or units left down after service, among others. Cash recycling ATMs can help reduce the number of cash vendor visits, and there are also options for cash management and cash optimization services. Managed services are another option for banks to reduce or eliminate internal operational costs. For example, software deployment has a nominal cost but can save banks money from truck-roles to update software and keep their ATM network safe from security vulnerabilities.
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Categories: ATMs
