News

Predictive services net 32K hours of additional uptime for Akbank ATMs

The NCR technology has helped the Turkish bank achieve a 10 percent increase in first-visit resolution of ATM issues, the company says.

December 11, 2014

NCR Corp. announced this week that Akbank is using the company's predictive services technology across its 4,200-ATM network serving 13 million customers in Turkey.

Predictive services recovered 32,000 hours of ATM up­time for Akbank in 2013, according to an NCR press release.

Moreover, the bank has achieved a 16 percent conversion from reactive to predictive service calls with the technology, reducing the number of reactive visits compared with the same period prior to implementation.

In addition, predictive services helped the bank increase first-visit resolution by more than 10 percent, the release said.

NCR Predictive Services watches critical components of ATMs, or any other NCR device, to anticipate issues before they happen and proactively schedule fixes that minimize the number and duration of service interruptions.

"At the heart of our ongoing strategy lies providing the ultimate experience for our customers when they seek financial solutions" said Yesukan Akıntı, head of alternative delivery channels operation at Akbank. "Part of this strategy is to ensure that our significant ATM real estate is available for our customers to access whenever they need it. Reducing downtime is therefore a priority. NCR has helped us achieve this by identifying faults before they happen and reducing the time that our ATMs are unavailable by over fifty percent."