The number of ATMs continues to increase in most countries of Eastern Europe and Central Asia. In 2020 this number increased by almost 10% in Georgia and Azerbaijan and more than 20% in Uzbekistan. It means that along with the rapid development of online banking and mobile services, financial institutions continue to rely on self-service devices.

Due to restrictions on the operation of bank branches caused by the COVID-19 coronavirus pandemic, ATMs and payment terminals are becoming the main physical channel of interaction between the bank and its customers. And for sure this channel has to be safe, reliable and, most importantly, an understandable for users.

Effective management of the ATM fleet helps banks reduce the cost of servicing terminals: reduce the number of service staff visits and automate the process of servicing devices, while increasing the level of availability of services provided at ATMs. Financial institutions around the world are using specialized self-service devices management software to achieve this efficiency. This software makes it possible to achieve the main KPIs and build a system for assessing the efficiency of terminal devices by obtaining and analyzing data related to the operation of ATMs.

1. Detailed technical monitoring

Banks often use only the data provided by the processing center to monitor the operation of ATMs and other self-service devices. Usually it is a basic set of technical statuses of devices, while for a prompt and qualified service works, the more detailed information of what happened is required. It includes categorization by error codes for individual elements of ATM equipment and software.

Detailed information about the cause of the ATM malfunction allows ATM fleet owner to create a task for the service department and send a specialist to the device with the already necessary set of spare parts to avoid repeated visits to the facility.

2. Remote device management

The ability to remotely connect to several terminals at once allows ATM fleet owner to centralize the incident management process for the entire fleet of self-service devices, as well as remotely and centrally carry out some routine operations, for example, distributing ATM software updates, uploading electronic magazines and photos from devices, etc.

The built-in task scheduler performs these procedures without operator and without overloading the network. So, thanks to such platforms, the transfer and archiving of the required data can be fully automated.

3. Automated incident response

Another aspect of automation relates to the automatic transmission of incident data to various service management systems. As soon as data on equipment failure enters the system, it initiates the creation of a service request within an integrated ITFSM platform (for example, ServiceDesk.iQ) with details of the incident (failed node or part, error code).

Based on this data, the application can be automatically transferred to the right specialist to perform work in accordance with the established SLA requirements.

4. Proactive incident response

An even more valuable feature for the self-service fleet operator is the ability to predict potential failures, because it helps to prevent an incident.

Such forecasts are carried out by identifying non-critical errors in the operation of equipment and software. On the one hand, such failures do not require urgent action by the maintenance personnel. On the other hand, in combination with other factors, for example, increased transaction activity, they can lead to the failure of the ATM.

This information is based on a proactive audit of the ATM fleet operation and makes it possible to rationally plan the work of the service department and reduce the number of emergency visits to infrastructure facilities.

5. Data collection and ATM fleet operation analysis

Accurate and timely data on the status of ATMs is important to effectively manage a fleet of self-service devices. Technical monitoring platforms collect and accumulate data that is necessary to analyze the efficiency of the entire terminal fleet.

In particular, such systems identify the most "problematic" terminals, grouping them by functional types, models, vendors, types of malfunctions. They and also compile lists of devices associated with recurring incidents.

The solution itself must have flexible system settings for generating operational reports required by the administrator of the ATM fleet. Integration of such a solution with the bank's BI-system makes it possible to collect and analyze data in an extended manner and, as a result, make more accurate forecasts.

Vynamic View is the best solution in the banking technology market

All of these features have been successfully implemented in the Vynamic View software solution, developed by the world leader in banking technologies, Diebold Nixdorf.

Vynamic View is the world's most popular platform for comprehensive self-service banking device management. The solution is compatible with terminals of different vendors and is used for 22% of ATMs, the technical condition of which is monitored via specialized solutions. In one of the latest platform updates, Diebold Nixdorf has implemented the ability to display the ATM fleet operator panel in an intuitive and visual web interface, which made the solution even easier to use.

BS/2 offers special conditions for the supply of this software product (including SaaS and technical monitoring outsourcing) in the Baltic States, Central Asia and the Caucasus. To learn more please contact our representatives.