ATM Solutions customer relationship executives are performing diagnostic tests on clients’ ATMs during regular visits.
Officials of ATM Solutions, South Africa’s largest independent deployer of ATMs, said the company’s proactive approach improves the machines’ uptime and reduces the need for clients to call for repairs.
“We’ve trained all of customer relationship executives (CRE) in diagnostic testing,” said Dan Tucker, ATM Solutions sales manager. “Hence, a diagnostic test to identify any potential technical-related problems on any one of our ATMs will be performed each time one of our CREs visit a client. This will enable us to identify, manage and in most cases solve technical problems.”
The diagnostic tests enable ATM solutions to discover problems prior to the client contacting the company’s call center to dispatch a technician, said Tucker, who is also a customer relationship executive.
The diagnostic tests include: card reader, test dispense, GPRS/communication test, replacing receipt paper and a keypad test.
ATM Solutions, which is based in Johannesburg, operates 4,000 ATMs throughout the country.
