Written by: Paycorp Holdings
Thursday, January 27, 2011 

ATM Solutions has taken a pro-active approach to ATM (automated teller machine) problem shooting and solving as part of their strategy to maintain superior service levels at all times.

“We’ve trained all our CRE’s (customer relationship executives) in diagnostic testing. Hence, a diagnostic test to identify any potential technical related problems on any one of our ATMs will be performed each time one of our CREs visit a client, which will enable us to identify, manage and in most cases solve most technical problems,” says Dean Tucker, CRE and Sales Manager at ATM Solutions, the largest operator and deployer of ATMs in Africa.

He adds that this process will allow ATM Solutions to pick up on problems prior to a client contacting the company’s call centre to dispatch a technician to the site, which will improve service delivery and turnaround time as technical problems will be resolved in a quick and efficient manner.

Some of the diagnostic tests to be completed include:

• Card reader test
• Test dispense
• GPRS/communication test
• Replacing receipt paper
• Keypad test

“Seeing that customers hardly ever return to continue their transaction at an ATM where an out of order sign was displayed, ensuring that all our ATMs achieve optimal uptime forms an integral part of our service offering,” concludes Tucker.