Without sending an engineer onsite, the new service will help the bank to diagnose and resolve common ATM service opportunities considerably quicker from a central help desk.
Leveraging NCR Predictive Services, the new technology can foresees ATM hardware service requirements prior to their happening, and the bank found that more than 40% of its second line hardware calls are now being resolved without disrupting customer use.
BNZ has reduced 22% of calls for first line maintenance, since piloting the virtual first line maintenance capability early this year, subsequently the bank was able to bring back the ATM online within minutes.
It has also helped the lender to slash the lower operating costs, while improving the ATM network availability.
BNZ channel manager, ATMs and self-service Paul Johnson said, "This new technology is enabling us to fix almost a quarter of all ATM first-line service opportunities where no physical interactions are required, on average four times faster than previously experienced."
"The cost benefit and positive impact on customer service is extremely significant, adding real value to our business."
Headquartered in Duluth, Georgia, NCR has a workforce of more than 26,000 staff and operates business in 180 nations around the globe.
