News

NAB taps NCR for predictive ATM services

July 19, 2013

National Australia Bank will deploy NCR Predictive Services, a monitoring solution by NCR Corp. that anticipates ATM hardware failures before they occur, maximizing ATM uptime for a better customer experience. The technology provides an alert about imminent failure of ATM components, allowing repairs or replacements to be made before the the machine goes out of service.

NAB sister bank, Bank of New Zealand, was the world's first bank to deploy the solution; NAB will be the first Australian bank to adopt NCR Predictive Services. According to Alistair Munro, NAB head of ATMs and self-service, the move will boost the reliability and availability of the bank's ATM network.  

Besides predicting hardware failures, NCR Predictive Services provides detailed information when an error occurs. This helps to ensure that the right technician and replacement parts are dispatched to the ATM, increasing the proportion of faults that are fixed first time. The technology also enables a remote fix for many first-line problems, eliminating the need to send a technician and getting the ATMs are back in service quickly.

Predictive monitoring is a key component of a renewed NCR Managed Services agreement that extends NCR's provision of ATM support services to NAB until 2017, a total of ten years from the original contract. The renewed contract includes first-line and second-line maintenance, software distribution, asset management, total installation services, incident management and help desk.

NAB said it is confident that when the NCR Predictive Services rollout finishes up in July, the FI will see results similar to those at sister bank BNZ. There, NCR's predictive technology raised ATM availability to 99 percent, cut first-line visits by 30 percent, and resulted in 40 percent of "second-line" being fixed before they put the ATM out of service. 

"NAB's implementation of NCR Predictive Services ably demonstrates its strategic intent to put its customers first," said Andrew Brown, financial industry managing director at NCR South Pacific. "We are very confident this solution will be a game-changer for NAB by delivering better service, reduced costs and improved efficiencies." 

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