ATMs: changing fundamentals

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: – This service helps minimize outages and maximize channel availability through improved logistical management of Cash and Consumables Replenishment.

* Currency Management – This is one of the important elements of ATM management as this cutting edge software enables the ATM Management Centre to construct a predictive behaviour pattern of cash usage at each and every ATM and implement a plan to deliver optimal levels of cash to each ATM.

* Network and Systems Management – This includes the monitoring of the entire network connectivity on a 24X7 basis, including the network equipment and servers, the telecom and transmission lines and the software within the ATMs.

* ATM Maintenance – This is typically divided into First Line Management (FLM) and Second Line Management (SLM). FLM refers to managing the paper supplies, currency jams, and cash receipts. SLM includes technical repair of hardware or software as well as upgrades.

* Infrastructure Consulting – An array of services are offered for the design and operation of ATMs within the bank’s IT environment. Deployment and integration services include procurement, staging and installation.

* Facilities Management – Site management, security arrangements are all a part of facilities management. This may also include architectural and engineering services as related to the ATM installation and the other relevant details.

* 24x7 Help Desk – One call may be all that is needed to solve any ATM problem. A telephonic 24X7 customer contact point for any service and technical assistance that banks may need with regard to their ATMs / ATM network.

ATMs are especially popular with a demographic that TowerGroup calls “remote transactors,” consumers who perform at least three-quarters of routine banking transactions via self-service channels.

TowerGroup's research also indicates that the most profitable customers opt to use multiple delivery channels, both self-service and attended. And consumers who utilize multiple channels report higher levels of satisfaction with their financial institutions.

Significant uptime gains

With all of these factors in mind, it's obvious that ATMs play a key part in financial institutions’ relationships with their customers -- relationships that inevitably suffer at least some deterioration if a customer visits an ATM and finds it out of service. While it's difficult to put a price on this loss of customer satisfaction, it is possible to assign a financial impact to downtime and its counterpart – better uptime!