News

NCR creates one-click ATM uptime solution for BNZ

August 8, 2013

NCR Corp. has announced the design and implementation of "virtual" first-line maintenance capability, in collaboration with Bank of New Zealand. The program helps diagnose and resolve common ATM service issues quickly from a central help desk, often precluding the need to send a tech onsite, the company said.

The customized software solution lets BNZ leverage its use of NCR Predictive Services, which anticipates ATM service needs so that they can be addressed before hardware failure occurs. With predictive services, BNZ has reduced its second line hardware calls by 40 percent.

Since piloting the virtual first-line program early this year, BNZ has eliminated 22 percent of first line maintenance calls and gained the ability to remotely bring ATMs back online within minutes, NCR said.

"This new technology is enabling us to fix almost a quarter of all ATM first-line service opportunities where no physical interactions are required, on average four times faster than previously experienced," said Paul Johnson, BNZ channel manager of ATMs and self-service. "The cost benefit and positive impact on customer service is extremely significant, adding real value to our business."

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