News

Wincor Nixdorf's customer care center live in UK

May 27, 2004

LONDON - Wincor Nixdorf's new Customer Care Center, located in Dartford, Kent, went live earlier this month.

The center controls the management and maintenance of Barclays' self-service estate, which includes 3,900 Barclays and Woolwich ATMs in the UK. The Dartford facility is responsible for both Wincor Nixdorf's help desk and field support operation. The center also controls the security companies that deliver cash to ATMs.

(See related stories Wincor Nixdorf to manage Barclays' ATMs in UK and Wincor Nixdorf grows sales by 7% in '03)

"Wincor Nixdorf now have a customer care center staffed with people who are focused on providing best in class availability across the bank's self service channel. It is now our intention to offer our ATM management utility to other financial institutions and independent ATM deployers in the UK," said John Ennis, Wincor Nixdorf's Banking director.

At the heart of the center is an integrated database which includes a monitoring system developed and built expressly for Wincor Nixdorf.

According to a news release, every two minutes the center receives a live feed from Barclays' mainframe with updates on the status of all Barclays' UK ATMs. Any problem with an ATM immediately displays an error code, which indicates the severity of the problem and alerts a help desk agent.

Dan Gilby, the center's operations manager, said, "Barclays set priorities for all their ATMs. Currently, some 20 percent in high usage areas are classed as premium response, with the remaining 80 percent classed as standard category."

Initial alerts go to first level agents equipped to deal with 90 percent of ATMs that show a total or partial outage.

"All first level agents are trained on ATMs; they do not work off scripts," Gilby said. "Most have come from a banking background with a minimum of two years experience of working with ATMs and receive detailed training on Wincor Nixdorf machines and other leading ATMs."

Issues that cannot be resolved at first level are raised to second level, which is staffed by ATM engineers, each with a minimum of two years of field service experience. Second level agents can talk branches through extended fixes. These agents are capable of dismantling and rebuilding an ATM – but can also explain what to do in clear language.

If faults cannot be fixed over the phone, the system forwards the task to the field support operation, which has 65 field engineers covering the UK, all trained on ATMs from Wincor Nixdorf and all leading suppliers.

When replacement parts are needed, Wincor Nixdorf's automated online parts solution allocates parts, which engineers can collect from regionally located Forward Stock Locations (FSLs).