Press Release

ACG'S ATM Parts Repair Program is Addressing Key Market Concerns in a Big Way!

April 17, 2014

ATLANTA, Georgia  –  April 3, 2014.  

This February marked one year since ACG launched a new, automated ATM parts repair program.  Repairing customer-owned ATM spare parts has been a part of the company’s portfolio for nearly a decade.  Automating this offering, however, required a weighty investment in the revamping of internal processes, the development of a Return Materials Authorization (RMA) program, and the integration of this program into the firm’s Enterprise Resource Planning (ERP) system.  It looks like ACG’s investment in automation is paying off.   The company is currently turning more repair orders than ever before while consistently producing sky-high quality index scores.

Customer centricity was the key factor that influenced ACG’s decision to automate parts repair. Matthias Thiele, VP of Global Business Development explains, “We heard time and time again from our customers that increased cost pressures were universally eroding profit margins in the market.  Based on this feedback and the fact that repaired parts typically cost significantly less than refurbished parts, we determined that repair would be the best way to help our customers reduce their costs and increase their marketplace competitiveness.”  “Furthermore,” Thiele adds, “we knew that automation was the key to streamlining our current repair process and giving customers faster turnaround times.”  

Once the new RMA system was in place, ACG started a multi-pronged media campaign to advertise its newest portfolio enhancement.  “Building market awareness of our repair program was essential”, comments Thiele.  “We had just put a new and improved system in place to back our years of repair experience.  The next step was letting the industry know about it.”  And, the results were substantial.  “We saw a 98% increase in lead generation during February of last year due to our repair campaign,” recalls Alexandra Jean-Jacques, Marketing Manager.  She adds, “These results told us that our strategic emphasis on parts repair was right on target.”

Since last February the ACG team has continued to listen to the market and solicit feedback from customers regarding their expectations of and experiences with the new system.  As a result, ACG is making even more process improvements to better align the repair program with customer needs.  “One of our company values is ‘providing good value to our customers’, and we pride ourselves on doing just that,” states Marvin Bowers, Director of Global Sales.  “As a team, we make a concerted effort to regularly review our processes and refine them, so that we can deliver the best products and services possible.”  This focus on process refinement enables the ACG team to guarantee turnaround times of 10 days or less. Clearly ACG is doing something right, because the company’s quality index score (a measure of defective and returned product) has remained high since the beginning of last year.  Bowers comments, “We are setting the standard for product quality and turnaround time in the industry.”  

As the ACG team starts 2014 with a continued strategic focus on repair, Thiele reflects on what is helping to make the company’s repair campaign a success.  He remarks, “I think that our success is attributed to the fact that we employ a listen, launch, and learn approach.  We listen to customer feedback, launch programs that address their needs, and then continue to learn from our customers by strengthening our internal processes.”  And, what’s next for repair at ACG?  Thiele explains, “We plan to launch full repair capabilities on an international scale through our UK office.  And, a lot more ‘listening’ of course!” 

Learn more about our spare parts repair program, including Depot Repair and Advance Exchange Repair!

ABOUT  ACG
Since 1986, ACG has been an industry leader in providing comprehensive business solutions to financial institutions, service providers, parts brokers, refurbishment companies and ATM deployers across the globe.  ACG’s diverse product portfolio includes spare part sales, bench tech repair, ATM deployment, regional field service, and branch equipment sales.  With ACG, you can conveniently order online via our web portal, ACGWORLD.COM .  You can count on ACG to provide the perfect combination of expertise and knowledge, which allows us to serve our customers as a total solutions provider and long-term partner. That’s the ACG Advantage!

MEDIA CONTACT
Matthias Thiele
ACG
VP Global Business Development
Email:  Matthias.Thiele@acgworld.com
Phone:  +1 678 775 3624

Included In This Story

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ACG

Industry leader since 1986, ACG operates offices in Atlanta, Las Vegas, London, and Poland. Providing ATM hardware and services to financial institutions, ATM service providers and gaming industries. ACG is proud to be a Master Distributor of the ATEC LTA-450, LTA-380 and LTA-100 Teller Cash Recyclers.

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