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BNZ adds NCR Predictive Services to increase ATM uptime

April 12, 2012

NCR Corporation announced that Bank of New Zealand, has deployed NCR Predictive Services across its ATM network. The service will help BNZ anticipate machine failures so technical service can be deployed before a breakdown occurs.

The solution has enabled BNZ to reduce ATM downtime by one-third. Across the bank's 450-ATM fleet, that equates to 20,000 hours each year in additional customer service.

“With NCR Predictive Services, BNZ is nudging 99 percent availability, a figure beyond what is widely accepted in the ATM industry as ‘world class’," said Paul Johnson, BNZ channel manager for ATM and self-service. “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.”

NCR Predictive Services employs a software agent on each ATM that increases the amount of operational data from the network up to ten-fold. The agent reports on 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 not only enables preventive action, but also component-level diagnosis, so engineers arrive at the ATM with the proper parts and tools for the job.

"It’s a game changer," said Johnson. "By gaining greater visibility of our self-service channel, we have established a strong competitive edge through a superior customer experience.”

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