ATM Service Management

Background

Cogent has developed and verticalized the CRM software to fit the ATM industry - in terms of the unique workflow, processes, business rules, validations, nomenclature, etc

We have integrated the software with the ATM switch so that data can retrieved real time

We have successfully implemented solutions to various companies in the ATM industry and understood the pain points and filled the gaps

Cogent’s Advantages

More than 12 Years of experience in Service Management Domain

Rapid Implementation & Deployment Techniques and Methods

100% web based product

Customized Solutions for the industry

Successful & Proven Business Model of SaaS/ASP

Partner Approach for Implementation (Additional Scope of Work)

Modules

Incident Management Process

Calls created directly based on the error log from the Switch

Real time monitoring of the ATM status

Online availability of Engineers /Vendor (before Allocation)

Call Center Portal (for creation/updation of calls)

Warranty & Call duplication checking

Call History (of the ATM/Site)

Color coding (Based on Severity & Priority)

Notification & Alerts (SMS/emails/Etc)

Incident / Complaint Management

Call Allocation Process

Calls can be allocated Auto/Manual methods

FLM/SLM are assigned based on the call attributes like

Area – based on City, Pin-code & Area mapping

Service Type – based on problem area (which is configurable for each ATM)

Severity Based

Component – if a component has problem then calls are allocated to concern vendor directly.

Reassignment of call can be done. (SLA is recalculated every time reassignment occurs)

For every ATM & its components - Vendor/Service Providers can be mapped

Assignment History

Allocation & Assignment

Call Disposition (Resource Management)

Calls are automatically disposed based on allocation matrix

Check Engineer Availability and allocate

Capture Expense details, by creating Distance/Travel Map

Each Service/Vendor can be allocated by Pin Code mapping

Each Service/Vendor will SLA Clock (for response and resolution), which will vary for each Service type and ATM location.

Escalation/ Alerts – will send periodic Alerts and escalations as

Emails/SMS

Activity Management Process

Update your follow ups an Call Close details.

Analyze Cause/Symptom

Create Knowledge Base whenever a peculiar problem is resolved

Analyze Engineer/Vendor/Service Provider Performance

Know the Cost incurred for each ATM Service

Track the Spares which are used against Service calls, And update your Inventory

Know Idle/Wait Time (excluded for SLA calculations)

Create Allied Calls when other problems are identified at site.

Update calls and activity details through Mobile

Monitor SLA/TAT (Escalation & Alerts inbuilt).

Activity Management

Workflow & Approvals for spare request and receiving parts.

“Part Locator” to track the part across different inventory locations

Complete Inventory Module

Accessories Management

Costing

Multiple Stock or Inventory Locations

Logistics Providers

Spares / Part Management

Equipment or ATM & Site Management Process

360 Degree View

Service Calls

Site Details

Site History (Multiple IDs)

SLA & Agreements

Vendors

Spares & Accessories

Warranty

Maintenance Activities

Site Monitoring & Maintenance

Allied Calls

Equipment / ATM Site Management

Other Highlights

SLA builder

PM Schedule

Mobile PM Calendar (Future)

Multiple Entity Concept

Knowledge Base

Forums

Download Center

Admin Module

Reporting/MIS/Dashboard

War Room Concept/Control Center

Data Security

Access Rights

Portals

Service Provider/Vendor Portal

Bank Portal

Metrics

Service Levels (SLA)

Uptime/Downtime Monitoring

Reporting * Monitoring

Escalations

Notifications & SMS Alerts

Approvals & Workflows

Analytics (360 Degree Views)

- ATM

- Bank

- Site

- City

- Brand

Target Segment

ATM Manufacturing Companies

ATM Sales & Service Distributors

ATM Outsourcing companies

Banks