ncr services: working around the clock · ncr services: working around the clock ... last night,...

NCR SERVICES: WORKING AROUND THE CLOCKWhat we do while you’re sleeping, and why it matters

An NCR Buyer’s Guide

When you check out, we’re still checked in

Last night, while you were sleeping, 52,603 ATM transactions were made—every single minute. Meanwhile, our 13,500 global service engineers at NCR—supported by more than 900 field stocking locations—helped our customers sleep soundly, knowing their ATM networks were in good hands.

We live in a 24x7 world. Thanks to technology, we enjoy unlimited access to our money, when and where we want it. But it wasn’t always that way.

24 We learn from experience

5 More business, less risk

6 We’re always improving

7 It’s a new day in ATM network management

1 A brief history

2 Service: It’s the cornerstone of our business

3 Information at your fingertips

3An NCR Buyer’s Guide : Working around the clock.

In the early 1970s, banks and other financial institutions

brought self-service to consumers, giving them access to

their money and accounts around the clock. Since then,

ATMs have been the most popular choice for cash

withdrawals. Now, more institutions are adopting advanced

services, like intelligent deposit and interactive video tellers.

This means it’s even more important to partner with a service

organization that’s committed to keeping your network

up and running.

Labor alone is not enough. We’ve developed tools like

remote resolution to fix problems as soon as they happen.

We can even begin to predict when your units will need

service, so we can schedule maintenance around peak hours.

Let’s turn on the lights. We’ll show you what

NCR does while you’re sleeping.

1. A brief history


Your business is global or some of your customers may be global. In your part of the world, you might be sleeping. But some of your customers are still going about their daily lives. While you rest up, NCR Support Services are working to make sure your organization has everything it needs to run its self-service channel.

Customer experience is a top priority for financial institutions all over the world. But every time a transaction fails in your ATM network, you’re left with a dissatisfied customer.

That’s why we’re constantly exploring ways to make every transaction an opportunity to boost customer satisfaction—and revenue for your institution. We do this by investing in our people, parts, process and portfolio.

2. Service: It’s the cornerstone of our business


People are behind everything we do. When we invest in them, they return dividends to our customers. We prepare our customer engineers (CEs) for real-world scenarios in our training facilities.

In the classroom, we cover electrical and mechanical fundamentals, product-specific training and diagnostics. All CEs are tested before moving to the next level of training. During the second half of training, we send CEs into the field to test what they’ve learned under the watchful eye of a mentor.

For as long as they’re with us, our CEs can join online classes and watch interactive “chalk-talks” at any time to brush up on skills, like how to fix common problems in the field. We work closely with CEs to monitor their progress and make sure they’ve received the latest training.

After all, training is a critical investment.

Our customer engineers are always top of the class

8 Master safety and

troubleshooting

Ride along with experts

They take an 8-week training

course


From the moment a customer calls one of our help desks, someone from one of our nine global 24x7 customer care centers will see the issue through smoothly from start to finish.

With so many levels of support, we give you the peace of mind that your units will be up and running in as little time as possible.

More time up and running

FIELD SUPPORT CENTERS (FSCS)If the problem can’t be resolved with guidance from our help desk the FSC takes over. They will dispatch a CE with the right knowledge and parts to do the job.

LEVEL-TWO SUPPORT While on site, our CE can call on experts for an in-depth root cause analysis.

LEVEL-THREE SUPPORTIf the level-two expert can’t fix the problem then level-three certified engineers are called directly. Because they have developed or managed the NCR product from cradle to grave, they’re the ultimate experts.

HELP DESKThe first point of call when an issue occurs


Your ATM network works better when your parts do. This is why NCR uses only certified parts. One bad part can bring your entire ATM out of service.

Each part we use to repair your ATM is NCR-certified, whether new or reworked by an authorized facility. Using only certified parts, instead of harvesting parts from old machines that aren’t up to the same engineering standards, protects your investment. Your machines will perform their best, operate more reliably, support future upgrades and comply with industry and government regulations.

Behind the scenes, we’re constantly making improvements to our design based on what we learn in the field. Our customers know they’re getting the best hardware there is during repairs.

On the other hand, customers who receive outdated parts from third parties that don’t participate in NCR’s Partner Program are at risk for a higher rate of failure. Finally, as regulatory bodies such as Payment Card Industry (PCI) evolve, we update our solutions and processes to make sure you’re compliant.

A recipe is only as good as its ingredients


When your ATM fails, it’s crucial to get the right part at the right time. With over a half-million ATMs serviced globally, we’ve designed a logistics infrastructure that gets parts to where they’re needed quickly and intelligently.

Our five regional distribution centers serve every corner of the globe. North America; the Caribbean and Latin America; the Middle East and Africa; Europe; and India and Asia Pacific.

Keeping things organized

50

449

600

Every parts location has been carefully planned around our customers’ install base. When a new customer joins us, our dedicated team creates a service implementation plan that covers parts distribution, CE coverage and any unique products.

stocking warehouses for centralized parts distribution within select countries

field locations that deliver parts to a specific city or district

logistic stocking locations that satisfy fight service level agreements


Diagnostics are key to keeping your ATMs up and running. Our CEs can get a more detailed analysis of a fault by identifying its root cause. But certified diagnostics—and the role it plays in your system’s security—is often overlooked.

NCR-certified diagnostic tools create a complete CE audit trail that conforms to strict PCI compliance rules. Many third-party tools do not. We don’t need to reboot to access diagnostics, like some third-party tools, so we can save time and repair your machine faster. As the technology in our modules gets better and better, we keep our diagnostic tools up to date, so you can continue to troubleshoot without any gaps. And only our CEs can use a password-encrypted USB drive that provides a higher level of diagnostics that find the root cause faster, so you can get back to business.

More than just a health check


It might be the middle of the night for you, but elsewhere, business is churning. People need information, and we’re ready to deliver it.

Your customers expect 24x7 access to their money. In the same way, your financial institution expects access and visibility into your ATM network. We give you tools to see your network’s health status, incident submission and key performance indicators—anytime and anywhere.

3. Information at your fingertips

Control over your ecosystem

We understand that you want direct control of your ATM support. We developed NCR @ Your ServiceSM with our customers’ needs in mind. It’s a secure, easy-to-use web tool that gives you direct access to NCR’s worldwide support service.

The information previously tracked by making a phone call is now available 24x7 at the click of a mouse. You can submit and escalate a service request, change any site or ATM location details, and see invoices and service activity reports—all from your web browser.


Without a clear view of the big picture, it’s hard to make decisions. So we’ve developed NCR APTRA™ Vision. It gives you a holistic view of your consumer-facing channels based on key performance indicators. In other words, you can see exactly what you want to know.

With its user-friendly, visual dashboard, APTRA Vision shows you event status and network-related information as graphics, so you can monitor KPIs at a glance. Because it’s web-based, you can get to APTRA Vision from anywhere at any time, subject to your institution’s security policies.

Your self-service network is not about averages; it’s about details. When you can see the relationship between different data, you can discover insights that can drive performance and revenue or expose problems that affect your customers’ experience. This is not the case with conventional management systems, which typically provide only a snapshot of your ATM fleet.

Bringing data to life

“NCR is utilizing best practices in the design and implementation of NCR @ Your Service in the areas of account reporting, account management, incident submission/tracking and planning.”

—Gartner


A good night’s sleep can work wonders for your own personal

performance. The right data can do the same for us. We collect

and study our service data so we can identify ATM problems

remotely and catch problematic trends before they hurt

your business.

The power of dataData isn’t worth much unless you have a way to make sense of it.

When used the right way, it can paint a powerful picture of how

your business is doing. After all, numbers don’t lie.

We’ve invested in a 24-terabyte data warehouse that allows us

to collect, store and analyze our service data, across all customers

and products. We’ve used what we’ve learned to fix the root

causes of faults, improve product design, and identify outliers

in your fleet, so we can make them work better.

4. We learn from experience


Information can be powerful. That’s why we developed our proprietary NCR Self-Service Diagnostic Gateway (SSDG). This tool evaluates information from the ATM, identifies the problem, and can either resolve the issue remotely or dispatch the right CE, with the right tools to fix it.

Connecting the dotsThere are lots of moving parts behind the scenes. To keep them moving in tandem, we’re launching a new Oracle ES system that connects a variety of information, such as:

• CE automatic scheduling • Parts availability • EPP serial number audit tracking

By linking these internal systems globally, our teams can work more consistently and with better information. It will also be easier for our customers to know when to escalate an issue, saving time for everyone involved.

The right tools, the first time


You probably already have enough risk in your business, and the thought of it can be enough to keep you up at night. We’ll help you sleep easier by making sure security isn’t one of them.

Between the press and social media, a security attack can hurt your brand and the trust you’ve worked so hard to build with your customers. Fortunately, security is our number one priority.

Our Security Council team is on top of the latest trends in fraud, attacks and skimmers, as well as physical attacks on the ATM, such as gas devices. This team comes up with new ways to improve the security of our products. Here’s some of what we’ve done:

• As part of our newly introduced “10-Point Security Check” Service, our CEs perform an on-site spot check of 10 potential threats— things like physical tampering, skimmers attached to the ATM or visible damage.

• NCR customers with hardware maintenance, we’re phasing out old Encrypted Pin Pads with

new PCI-compliant versions. These offer the latest security, but also let you move ATMs to new locations while maintaining compliance.

• We also offer security for unescorted service. Our electronic programmable locks can issue

a one-time, unique access code to the CE by smartphone or a call into our ATM Management Center. Electronic locks provide an audit trail, tracking each time an ATM safe is opened and closed, which conforms to PCI regulations.

5. More business, less risk


6. We’re always improvingWhat if you could replace a module before it fails? Or resolve jams without dispatching a CE? We can.

With remote services, we can reduce first line visits by up to 20% for some customers. And with our Predictive Services, we can gather data that can tell us when a module is nearing the end of its life or about to fail. This means you can schedule maintenance during low-volume transaction times, reducing the impact to your customers.


It’s a new day in ATM network managementIt’s time to wake up. NCR’s robust service delivery is possible only with a lot of dedication and commitment

to the best technology. How hard is your current ATM service provider working for your business?

We strongly believe that service is not “one size fits all.” We offer a wide portfolio of solutions, so you can

build a unique services infrastructure that works best for your needs. We know your needs will change based

on developments in technology, security concerns, regulations, market opportunities and business strategy.

We’ll be right there with you, finding ways to get the most from your ATM network.

If you’re ready to get the details, please get in touch with your NCR Services Sales manager or visit www.ncr.com/products/banking/services. Contact us

mailto:financial%40ncr.com?subject=

NCR Corporation | 3097 Satellite Boulevard . Duluth, Georgia 30096 . USA

NCR continually improves products as new technologies and components become available. NCR, therefore, reserves the right to change specifications without prior notice. All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your NCR representative or NCR office for the latest information. NCR @ Your Service is a registered trademark of NCR Corporation in the United States and/or other countries. All brand and product names appearing in this document are trademarks, registered trademarks or service marks of their respective holders.

©2014 NCR Corporation EBXXXXXX-MMYY

Why NCR?

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday

interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of

services, NCR enables more than 485 million transactions daily across retail, financial, travel, hospitality,

telecom and technology, and small business. NCR solutions run the everyday transactions that make

your life easier.

NCR is headquartered in Duluth, Georgia with approximately 29,000 employees and does business in 180

countries. NCR is a trademark of NCR Corporation in the United States and other countries.

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