Three Philippines-based banks adopt Wincor Nixdorf’s Managed Services solution to enhance customer service at the self-service channel
More than 750 Philippine National Bank, Allied Banking Corporation and Allied Savings Bank ATMs to be monitored
Philippine National Bank (PNB), Allied Banking Corporation (ABC) and Allied Savings Bank (ASB) will enhance the standard of customer service at bank branches and offsite ATMs using real-time Managed Services from Wincor Nixdorf, a global provider of innovative IT solutions and services to retail banks and retailers.
The objective of the three banks is to ensure that customers are provided with improved and greater access to banking services through the ATM channel across the archipelago. The Managed Services solution implemented by Wincor Nixdorf has increased the availability of each of the banks’ ATMs through proactive and real-time monitoring with the end goal of allowing customers to perform critical, self-service transactions 24/7 with limited disruption.
Wincor Nixdorf’s Manila-based Service Support Center is currently remotely monitoring the ATM network to prevent devices from running low or out of cash, or breaking down due to technical faults. The Manila-based service team will provide additional support to remotely distribute software updates to the entire ATM network as part of a three year Managed Services contract signed individually between Wincor Nixdorf and each bank. The Managed Services implementation began in February 2011 for the three banks.
ATMs in the Philippines have evolved from cash dispensing into multi-functional devices to keep up with the demands of the market, such as withdrawing and depositing cash, transferring funds, paying bills, and even ordering checkbooks thereby accelerating the need for reliable Managed Services to monitor systems.
“The goal of Managed Services is to continuously improve ATM availability through the standardisation of service procedures. It is critical to provide proactive monitoring of ATMs to ensure they are operational 24/7 to maintain consistently high levels of customer service,” said Liow Meow Kee, Regional Vice President and Head of Services, Wincor Nixdorf Asia Pacific.
“Managed Services is a cost effective way for banks to standardise services and processes, and conduct centralised reporting and management of ATMs from a reliable vendor, in order for banks to focus on their core business,” Liow added.
PNB, ABC and ASB are part of the Lucio Tan Group of Companies, one of the leading conglomerates in the Philippines. The three banks combined have a total distribution network of approximately 635 branches and more than 750 ATMs in the Philippines. PNB and ABC also operate 110 branches and offices overseas with PNB having the most extensive international footprint among local banks.