Corporation (NYSE: NCR), announced today that National Australia
Bank (NAB) will deploy NCR
Predictive Services, a unique monitoring solution that predicts ATM
hardware failures before they occur in order to maximize ATM uptime and
provide a better customer experience.
The technology increases ATM uptime by warning of the imminent failure
of individual components, enabling repairs or replacements to be made
before they put the machine out of service. NAB’s sister bank, Bank of
New Zealand, was the world’s first bank to deploy the solution and has
enjoyed significant improvements in the performance of its ATM network,
including greater availability and lower operational costs.
“We will be the first Australian bank to adopt NCR Predictive Services,
which will boost the reliability and availability of our ATM network,”
said Alistair Munro, NAB head of ATMs and Self Service.
As well as predicting hardware failures, NCR Predictive Services
provides detailed error information so that engineers with the right
skillsets are dispatched with the right parts, increasing the proportion
of faults that are fixed first time. The technology also enables many of
the simpler (‘first-line’) problems to be fixed remotely, without ever
sending an engineer, meaning ATMs are back in service more quickly.
“As well as increasing ATM availability, NAB will continue working with
NCR to deliver consistently better service and more convenient banking
for our customers around the clock,” Munro said.
The anticipated improvements in ATM network performance from NCR
Predictive Services will enable the bank to extend the operating life of
its 1400-odd fleet, while the proactive support model and the ability to
fix problems remotely, without dispatching a technician, will contribute
to lower overall operating costs.
Predictive monitoring is a key component of a renewed NCR Managed
Services agreement that extends NCR’s provision of ATM support services
to NAB until 2017, a total of ten years. The original seven-year
arrangement began when NCR won a bid to refresh the entire NAB ATM
network in 2007. The renewed contract includes first-line and
second-line maintenance, software distribution, asset management, total
installation services, incident management and help desk.
With the roll-out of NCR Predictive Services due for completion in July,
NAB is confident it can emulate the impressive results at Bank of New
Zealand. At BNZ, NCR’s predictive technology raised ATM availability to
99 percent. First-line visits have been cut by 30 percent, and more than
40 percent of more complex (“second-line”) issues are fixed before they
put the ATM out of service. Achieving similar improvements across NAB’s
ATM network will equate to serving customers for an extra 60,000 hours
Andrew Brown, managing director, Financial Industry, NCR South Pacific,
said, “NAB’s implementation of NCR Predictive Services ably demonstrates
its strategic intent to put its customers first. We are very confident
this solution will be a game-changer for NAB by delivering better
service, reduced costs and improved efficiencies.”
About NCR Corporation
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction
technologies, turning everyday interactions with businesses into
exceptional experiences. With its software, hardware, and portfolio of
services, NCR enables more than 300 million transactions daily across
the retail, financial, travel, hospitality, telecom and technology
industries. NCR solutions run the everyday transactions that make your
NCR is headquartered in Duluth, Georgia with over 26,000 employees and
does business in 180 countries. NCR is a trademark of NCR Corporation in
the United States and other countries.
Web site: www.ncr.com