More than 750 ATMs managed by three Philippine-based banks are now monitored by real-time managed services from Wincor Nixdorf International GmbH.
The banks—Philippine National Bank, Allied Banking Corporation and Allied Savings Bank—hope the implementation will enhance the standard of customer service at branch and offsite ATMs.
The Manila-based service support center of Wincor Nixdorf, a global provider of IT solutions and services to retail banks and retailers, is currently monitoring the ATM network to prevent devices from running low or out of cash, or breaking down due to technical faults. The service team will provide additional support to remotely distribute software updates to the entire ATM network as part of a three-year managed services contract signed individually between Wincor Nixdorf and each bank. The programs began in February 2011.
ATMs in the Philippines have evolved from only dispensing cash to become multi-functional devices that can keep up with the demands of the market, such as withdrawing and depositing cash, transferring funds, paying bills and even ordering checkbooks.
“The goal of Managed Services is to continuously improve ATM availability through the standardization of service procedures. It is critical to provide proactive monitoring of ATMs to ensure they are operational 24/7 to maintain consistently high levels of customer service,” said Liow Meow Kee, regional vice president and head of services, Wincor Nixdorf Asia Pacific.
PNB, ABC and ASB are part of the Lucio Tan Group of Companies, one of the leading conglomerates in the Philippines. The three banks combined have a total distribution network of approximately 635 branches. PNB and ABC also operate 110 branches and offices overseas with PNB having the most extensive international footprint among local banks.
