Bank of New Zealand (BNZ) has deployed
predictive services, by US-headquartered self-service solution
provider NCR, across its ATM network. The NCR predictive
services – a solution that predicts failures before they occur
– has enabled BNZ to reduce the downtime of its ATMs by a
third.
According to BNZ, reducing the downtime
equates to serving customers for an extra 20,000 hours each year
across the lender’s 450-strong ATM network.
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BNZ is the first bank in the retail banking
space in New Zealand to use the NCR predictive services for their
ATM network.
Paul Johnson, channel manager, ATM and
self-service for BNZ, told RBI that the NCR predictive
service went live for BNZ in April 2011 and within the span of a
year, the deployment has shown “very positive” results.
“With NCR predictive services, BNZ is nudging
99% availability, a figure beyond what is widely accepted in the
ATM industry as ‘world class’.
“That has enabled us to deliver a better
service to our customers for a lower cost, while working to deliver
the highest levels of service and convenience of any self-service
network in New Zealand.”
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By GlobalDataNCR predictive services collects more than 10
times the typical amount of operational data from the network,
including from individual components within each ATM, such as the
card reader, receipt printer and cash dispenser.
According to NCR, detailed error messages from
these components, which go unseen in traditional ‘break/fix’
maintenance offerings, identify that a problem is likely to
occur.
Johnson explained that, before NCR predictive
services were deployed, every ATM that a second-line engineer was
dispatched to would be out of service when the engineer
arrived.
“Depending on the location and the type of
problem, an ATM might have been down for hours. Now, in about 40%
of cases, the ATM is still up and running when the engineer
arrives.”
Senior vice president, NCR Services, Chris
Askew, said NCR predictive services is enabling BNZ to provide its
customers with a “positive and predictable” experience whenever
they need self-service banking.
BNZ, a subsidiary of National Australia Bank
(NAB), has over 170 stores and employs over 5,000 people in New
Zealand.
