Device Monitoring Adds Eyes, Ears and Brain to an ATM Network

There are literally more than 4,000 events that can occur on a self-service network, and anyone charged with ATM maintenance and software upgrades likely feels as if they’ve experienced them all at one time or another.

Cash jams. Systems going off-line. Printer paper running out. These are some of the more common events, but today’s sophisticated devices perform so many more – and increasingly more complex – tasks. Adding to the issue, three out of four financial institutions track their fleet investments manually, rely too much on hardware vendors or have a very loose grip on their fleet inventory.

Assuring ATM uptime and reliability are high priorities globally, as the true cost of a terminal being out of service goes far beyond the tangible expense of lost transactions (estimated at up to 10 cents per minute). The negative perceptions about a financial institution’s brand that could be conjured when consumers experience an out-of-service ATM are also very real. And potentially significant.

That’s why more and more FIs are exploring robust device monitoring solutions for their self-service networks. In fact, according to ATM Marketplace 2016 ATM and Self-Service Software Trends, 45% of respondents are planning to replace their bank’s current ATM monitoring software this year or in the long term.

Troubleshoot, diagnose, notify – all remotely and automatically

Device monitoring can figuratively put eyes, ears and a brain on self-service terminals, and remotely determine what is – and isn’t – working within the network. The ProView “brain” can determine potential solutions in real time and even take preventative actions before the rest of the system has logged an issue. The technology can also produce a wealth of data about a self-service network’s performance and uptime that savvy FIs can use in a variety of creative, value-added ways to improve operational efficiencies.

Diebold Nixdorf’s ProView™ Device Monitoring expands our ProView suite of software operations solutions. It consists of an “agent” that sits as the eyes and ears at the ATM terminal to troubleshoot, diagnose, notify the FI about issues, and even perform remote maintenance where possible, all leading to fewer service calls and dramatically improved uptime.

Roughly a third of what ProView detects can be resolved automatically. If the system cannot fix the issue, it sends a notification to the appropriate remote service team (our multi-vendor capabilities ensure compatibility, whether the units are Diebold Nixdorf devices or not), which can then remotely access the terminal and attempt to fix it. Once here, 99% of software issues are resolved without a local visit.

Only when a remote fix isn’t possible does an “action needed” alarm trigger and a service ticket get generated. At that point, ProView escalates the process to the proper stakeholder, and includes a tracked history of the ticket.

Remote access to – and operation of – terminals is available to the FI as well. With this functionality, you can restart units, view screenshots and much more. Think of the reduction in costs this means, plus the savings in time and effort typically involved in site visits.

Automating and streamlining the service ticket management process can have a considerable, exponential impact on efficiency. ProView can help automate this process by identifying issues, facilitating the involvement of proper parties and resolving them. Hypothetically speaking, if each service ticket requires 40 minutes of time and there are approximately 300 tickets per week across an ATM network, ProView could potentially save 200 staff hours of manual effort each week.

Access to useable data about fleet performance

ProView enables FIs to assess the health of the ATM, as well as performance and history over time, by tracking rich, comprehensive data over the life of the unit. Our solution makes this data available anytime, anywhere through mobile access.

For instance, if a specific terminal were down for 48 minutes during a particular week, was it during peak hours? Which other units were down during peak hours? And for how long? The software provides countless options for automatically collecting and reporting this type of data to various departments and levels of management, allowing them to make refinements that can help optimize the network now and in the future.

Data can also be integrated with other channels or applications. For example, device monitoring can be integrated into a mobile app, similar to what’s being done in South America. One of our clients there has integrated device monitoring data with its mobile app to provide customers with information about the 10 closest and available ATMs.

Device monitoring beyond the ATM

While originally developed for an ATM network, ProView Device Monitoring works on many types of electronic machines in the branch environment, including statement printers, check scanners, kiosks and point-of-sale devices.

Is device monitoring right for your self-service network? How would automating the service ticket management process impact your operations? How could access to rich data about the uptime and performance of your ATM fleet benefit your financial institution? Let’s answer these questions together. Contact us today.