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GUIDE

ATM Monitoring
Technology for
Omnichannel
Banking Systems DEVELOPED AND PUBLISHED BY:

By Robin Arnfield, contributing writer, ATMmarketplace.com

SPONSORED BY:
CONTE NTS
Page 4 Introduction

Page 10 Chapter 1 | ATM monitoring and management survey results



Page 24 Chapter 2 | Interviews with financial institutions

Page 35 Chapter 3 | Recommendations from consultants and vendors



Page 45 References

Published by Networld Media Group


© 2015 Networld Media Group
Written by Robin Arnfield, contributing writer,
ATMMarketplace.com
Tom Harper, president and CEO
Kathy Doyle, executive vice president and publisher
Suzanne Cluckey, editor
Brittany Warren, custom content editor

© 2015 Networld Media Group | Sponsored by Auriga


2
CONTRIBUTING ORGANIZATIONS
Auriga (Italy) Co-op Financial Services (U.S.)

Alfa-Bank (Russia) First Data (U.S.)

Andrew Martin, Retail Bank Consulting Group (U.K.) First National Bank (South Africa)

ATMIA Inetco Systems (Canada)

Banca Marche (Italy) Kiwibank (New Zealand)

Banco Sabadell (Spain) Mercator Advisory Group (U.S.)

BBVA Compass (U.S.) National Bank of Canada

BECU (U.S.) PNC Bank (U.S.)

BNL Gruppo BNP Paribas (Italy) Raiffeisen Bank International (Austria)

Francesco Burelli, partner, Danny Rogge, Rogge Consult (Belgium)


Innovalue Management Advisors (U.K.)
Servizi Bancari Associati (Italy)
CaixaBank (Spain)
Jim Tomaney, managing director, Q-ATM (U.K.)
CartaSi (Italy)
UBS (Switzerland)

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3
INTRODUCTION
ATM Marketplace surveyed more than 100 FIs worldwide
and conducted detailed interviews with leading European
and North American banks and consultants to compile ATM
Monitoring Technology for Omnichannel Banking Systems.

This report examines how FIs use their existing ATM Robin Arnfield
monitoring and management platform, as well as how they MobilePaymentsToday.com
might integrate ATM monitoring technology into an om- Robin Arnfield has been a technology journalist since
nichannel environment. 1983. His work has been published in ATM Marketplace,
Mobile Payments Today, ATM & Debit News, ISO & Agent,
ATM Marketplace thanks Auriga for allowing us to bring CardLine, Bank Technology News, Cards International
this publication to you at no cost. We also thank all the and Electronic Payments International. He has covered
participants in our survey. the United Kingdom, European, North American and Latin
American payments markets.

ATM monitoring and management survey


From June to July 2015, ATM Marketplace conducted an online, digital signage, etc.). The remaining respondents
international survey of FIs on the topic of ATM monitor- (76 percent) manage their channels as siloes.
ing technologies for use in conjunction with omnichannel
banking services platforms. While one-third (34 percent) of respondents plan to mi-
grate to a single omnichannel management system, 44
The survey received responses from 106 ATM-operating percent are unsure about their plans. The remainder (23
FIs from around the world. percent) don’t plan to migrate to a single omnichannel
Respondents were asked, “How many ATMs do you have management system.
in your fleet?” More than one-quarter (27 percent) of respondents have a
A quarter (26 percent) of respondents have more than single omnichannel monitoring system that enables them
2,000 ATMs, while 25 percent have fewer than 100 ATMs. to control all their existing channels.

Just over one-fifth (21 percent) have 501-2,000 ATMs, More than one-quarter (28 percent) of respondents plan to
while 29 percent have 101-500 ATMs. migrate to a single omnichannel monitoring system. How-
ever, more than one-half (53 percent) are unsure about
their plans, and the remainder (20 percent) don’t plan to
Siloed approach migrate to a single omnichannel monitoring system.
The survey found that most respondents have a siloed ap-
proach to channel management and monitoring. Suppliers
Nearly one-quarter of respondents (24 percent) have a The survey found that three-quarters (74 percent) of
single omnichannel management system that manages all respondents use an external ATM monitoring system sup-
their distribution channels (ATMs/kiosks, branches, mobile, plier, as opposed to in-house developed solutions.

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ATM Monitoring Technology for Omnichannel Banking Systems

Nearly half (44 percent) of respondents answered yes Just over one-quarter (27 percent) said their monitoring
when asked whether they would use an external ATM solution includes predictive maintenance features, while
monitoring solution supplier. 51 percent answered no, and the remainder (22 percent)
said they didn’t know.
Two-thirds (64 percent) of respondents said they wouldn’t
be willing to develop their own ATM monitoring solution. Nearly half (48 percent) said their monitoring solution
includes dashboards with a “bird’s eye” view ATM map
Nearly two-thirds (60 percent) of respondents use an ATM showing availability across their fleet, while 37 percent
monitoring solution supplied by their ATM software vendor, answered no, and the remainder (15 percent) said they
while nearly half (42 percent) use an ATM monitoring solution didn’t know.
from a third-party supplier that is also a hardware provider.
Only 11 percent of respondents said their monitoring
Just over one-third (36 percent) of respondents use a solution offers autonomous configuration of new key
monitoring solution from a vendor-independent ATM soft- performance indicators (KPIs) without input from the
ware supplier such as Auriga that provides ATM transac- supplier, while 57 percent said no, and 33 percent said
tional software but not ATM hardware. they didn’t know.
One-quarter (25 percent) of respondents answered yes
when asked whether they would be willing to use a moni- Improvements
toring tool from a vendor-independent ATM software sup-
plier that provides ATM transactional software but doesn’t Half (50 percent) of respondents said their monitoring
provide ATM hardware. However, 69 percent said they solution had made noticeable improvements to their ATM
were neutral, and 6 percent said no. availability levels compared to before they deployed the
solution. The remainder said they didn’t know what their
Just over half (51 percent) of respondents use the same improved ATM service availability was.
company to provide their monitoring software and to oper-
ate and manage their ATM monitoring services. Nearly one-quarter (24 percent) of respondents said their
improved ATM service availability had reduced their opera-
tional costs by up to 25 percent, while 14 percent said their
Monitoring features operational costs had been reduced by 26-50 percent.
More than three-quarters (76 percent) of respondents No respondents had seen a reduction of more than 50
said their monitoring solution includes terminal monitoring percent, and 62 percent said they didn’t know what the
features that collect information about the terminal’s status reduction was.
changes and indicate any potential or real problems.
Just over one-third (21 percent) of respondents said they
In addition, 71 percent said their monitoring solution offers have been able to reduce field engineers’ on-site activi-
monitoring of technical problems connected with ATM ties by up to 25 percent due to their improved ATM service
hardware components as well as transactional monitoring. availability, while 17 percent said they had been able to
Only 31 percent of respondents said their monitoring reduce field engineers’ visits by 26-50 percent. No respon-
solution includes proactive monitoring with automatic self- dents had seen a reduction of more than 50 percent, while
healing capabilities, automated incident processing and 62 percent said they didn’t know what the reduction was.
resolution flow. More than half (51 percent) answered no More than half (57 percent) of respondents said they are
to this question, and the remainder (18 percent) said they satisfied with their current monitoring solution. Asked
didn’t know. whether they plan to change their monitoring solution, 61
percent said yes.

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ATM Monitoring Technology for Omnichannel Banking Systems

KPIs nology that gives you advance warning of problems means


you can take care of issues ahead of peak time. For
Asked to identify the essential KPIs that need to be pro-
example, if you detect the receipt printer is about to fail,
vided by a monitoring solution, respondents gave answers
and you know most people get paid on Friday and then
such as:
withdraw their pay packet at an ATM, you can do the repair
• ATM down; by Wednesday. This will ensure an optimum service level
• Length of time ATM is down; for your customers.”

• Failed transaction; Running ATM monitoring means that ATM deployers can
• ATM uptime; save on field engineer costs, as they don’t need to send
field engineers out on routine maintenance inspections to
• Service level agreements (SLAs) monitoring; check every ATM, O’Brien says.
• Customer availability of ATM by function or critical com-
ponent, communications failure, out of cash, part failure, “A best practice in ATM monitoring is to use software that
mean time to repair, reports by region, district, city, etc.; puts a virtual agent on the ATM at the XFS (extensions for
financial services) level to monitor the machine,” Q-ATM’s
• Ability to view entire fleet at once, automated ticket Tomaney said. “The virtual agent can take care of prob-
opening and predictive maintenance would be nice. lems locally and send reports to the help desk.”

In-depth interviews In a Payments Journal blog post, O’Brien wrote: “Recent


Mercator Advisory Group research on various banking
For this report, ATM Marketplace conducted in-depth in- channels systems, including ATMs, branch, and mobile
terviews with innovative FIs in Europe and North America, banking systems, shows an increased interest — and
including U.S.-based BECU and BBVA Compass, Spain’s need — for systems monitoring and management sys-
Banco Sabadell and CaixaBank, Italy’s BNL Gruppo BNP tems. These capabilities go beyond traditional condition
Paribas, Austria’s Raiffeisen Bank International and Swit- monitoring systems, which often focus on system health
zerland’s UBS. and potential downtime, and increasingly include applica-
Interviews also were conducted with leading ATM man- tion performance monitoring and threat monitoring and
agement and monitoring consultants including Francesco management solutions. And while fraudsters will continue
Burelli, a partner at Innovalue Management Advisors; Ed to find ways to compromise banking systems, having such
O’Brien, director of Mercator Advisory Group’s Banking pro-active, defensive solutions can help to reduce the
Channels Advisory Service; Danny Rogge, owner of Rogge number and severity of attacks.”
Consult; and Jim Tomaney, managing director of Q-ATM. With FIs increasingly deploying advanced, multifunction
None of the FIs interviewed in person by ATM Marketplace ATMs as part of their branch transformation initiatives,
said they had integrated omnichannel management and real-time and highly precise monitoring and management of
monitoring systems, and many identified necessary orga- these sophisticated machines is important if FIs are to avoid
nizational changes as a key barrier to moving from siloed customer dissatisfaction due to downtime or malfunctions.
monitoring and management. “When moving teller operations to self-service and
assisted-service devices, complexity and cost are added
Best practice to the self-service channel,” said Carmine Evangelista,
chief technology officer at Auriga. “The more complex the
“It’s almost foolhardy not to have ATM systems monitor- channel becomes and the greater the variety of transac-
ing,” Mercator’s O’Brien said. “It’s like preventive mainte- tions performed, the bigger the challenge is for the moni-
nance for your home or car. Using ATM monitoring tech- toring solution.”

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ATM Monitoring Technology for Omnichannel Banking Systems

“In the complex environment (of multifunction ATMs),


where ATMs are more than cash dispensers, it’s essential “It’s almost foolhardy
to ensure not just cash and machine availability but the
availability of a complete range of services that custom- not to have ATM systems
ers require at all times in strict security conditions,” a monitoring. It’s like preventive
spokesperson for CaixaBank said. “To achieve this goal,
operations management isn’t enough. You need to study
maintenance for your home or
at all times the behavior of each ATM and its users in order car. … [ATM monitoring] will
to predict and detect any changes needing to be made
ensure an optimum service
in order to continue offering the best service. Informa-
tion received from other channels is essential in order to level for your customers.”
maintain online contact with the ATM network in order to — Ed O’Brien, director of Mercator Advisory Group’s Banking
exceed client expectations. Channels Advisory Service

Omnichannel
“Best Practice for Developing and Deploying the ATM in a
In an omnichannel banking environment, customers inter-
Multi-Channel Retail Banking Delivery System.”
act with FIs via the channel of their choice — at branches
and call centers or via self-service channels such as O’Brien says it’s especially the case with smaller FIs that
ATMs, the Web and mobile devices. their various channels may be siloed.
“True omnichannel includes not just integration but also “Consumers expect banks to provide a consistently great
collaboration between the different channels, so banks can experience,” said Ron Hemming, senior vice president, IT
have a 360-degree real-time view of customers’ needs and director of ATM operations/network/enterprise monitoring,
behaviors, at U.S.-based BBVA Compass. “Consumers will want their
bank to allow them to complete transactions where and
and customers can start a transaction on one channel and
when they want, which means providing a strong brand
complete it on another and obtain real-time information,”
across all technologies. The barriers to an omnichannel
Mercator’s O’Brien said.
experience are more likely to appear within the bank itself
A key driver for investing in omnichannel integration is to than with consumers. Getting the bank to focus on a holis-
improve the customer experience. “C-level bank execu- tic view of the customer experience can be difficult.”
tives realize the importance of offering good customer
“Having team members change their view of building their
experience if their bank is to remain a primary FI for their
widget and instead look at the entire experience from
customers,” O’Brien said. “Banks are moving to omnichan-
branch, ATM, online banking to mobile apps is the key to
nel so they can compete more effectively against the direct
being successful,” Hemming said. “Consumers change the
banks and the new innovative payment companies as well
way they bank perhaps several times a day using smart-
as against other incumbent banks.”
phones, tablets, online banking websites and ATMs, so
“A key barrier to omnichannel integration is legacy sys- these all need to be consistent.”
tems,” said Lamberto Spadari, systems manager at Italy’s
Banca Marche.
ATM growth forecast
Management constraints caused by organizational siloes U.K.-based consultancy RBR predicts the global ATM
also represent a key barrier to omnichannel integration, installed base will increase to almost four million ATMs
according to the ATM Industry Association (ATMIA) report by 2019.

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ATM Monitoring Technology for Omnichannel Banking Systems

Growth patterns will vary widely over the forecast period, to the shared Banco24Horas network as an alternative to
RBR’s “Global ATM Market and Forecasts to 2019” report increased off-site deployment. Elsewhere in Latin America,
says. Several Asia-Pacific and Middle East and Africa four of the region’s seven major markets grew by 5 percent or
(MEA) countries will see double-digit annual growth rates, more in 2013, with cost-cutting and strong demand from new
while a small number of markets — primarily in Western customers among the principal drivers of new installations.
Europe — will contract.
It’s a different story in more established markets, with
The Nigerian market will almost triple in size between more than half of the 20 major markets in North America
2013 and 2019, as banks ramp up levels of off-site deploy- and Western Europe contracting in 2013. The only no-
ment to compete for a share of the increasing transaction table exception to sluggish growth in these two regions
volumes. Other major MEA markets will experience strong is Turkey, the youngest of Western Europe’s major ATM
growth as well, driven by both customer demand and gov- markets; much of Turkey’s growth came from state-owned
ernment requirements. banks, as these began to replicate the private banks’
recent expansion.
RBR forecasts growth of installed bases in almost all
Central and Eastern Europe (CEE) and Latin American
countries, though at a fairly slow rate. The availability of Off-site ATMs
low-cost ATMs will help boost CEE installations, while Off-site ATMs make up almost half of the global installed
Latin American deployers will expand their fleets to meet base, although their share declined slightly in 2013, RBR
demand from newly banked customers. says. In some countries, high off-site shares can be at-
RBR says deployers in the majority of markets remain tributed to the presence of independent ATM deployers
cautiously optimistic about the potential for further growth, (IADs); this is the case in the U.S. and the U.K., which
with possible inhibitors — particularly cost-related factors have well-developed IAD sectors. Overall, IAD ATMs make
— continuing to weigh on ATM strategies. Even in the few up 16 percent of the global installed base, RBR says.
countries where a decline in numbers is expected, this is Globally, the lobby was the only location type to see its
likely to occur slowly and possibly even reverse in the lat- share rise in 2013, RBR says. One reason for this is the
ter years of the forecast period, RBR says. increasing implementation of automated deposit technol-
ogy, as lobby ATMs offer the convenience of extended-
Regional breakdown hours availability, with transactions in a secure branch-
like environment.
The Asia-Pacific region accounted for more than 40
percent of the 2.8 million ATMs installed worldwide at the
end of 2013, RBR says. China now has the largest ATM ATM share by location, end of 2013
installed base, having surpassed the U.S. in 2013.

MEA is the second-fastest growing region, and is the only


region in which all of the countries surveyed by RBR saw
an increase in ATM numbers in 2013. In Russia — where
the first ATMs were installed in the early 1990s — the
installed base continues to grow strongly and far outstrip
other countries in CEE, as Russian banks bring ATMs to
underserved rural areas.

An important emerging market whose growth has slowed


in the last few years is Brazil, where banks now are turning

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ATM Monitoring Technology for Omnichannel Banking Systems

Improving existing operations


According to RBR’s “ATMs in Europe 2014: Hardware, Soft-
ware and Services report,” European banks increasingly
are focusing on improving their existing ATM operations
rather than on deploying more terminals.

The report says that, with the exception of the Russian


and Turkish markets, which saw significant growth, the Eu-
ropean installed base shrank by more than 15,000 ATMs in
2013. Despite this, the market saw a significant increase in
the number of automated deposit ATMs featuring cash-
recycling technology.

In Europe as a whole, the number of ATMs featuring cash-


recycling technology increased by 18 percent in 2013 to
28,000, of which nearly half were installed in Germany.

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CHAPTER 1
ATM monitoring and
management survey results
In July 2014, ATM Marketplace surveyed FIs worldwide about their deployment of
ATM-mobile integration technology and their multichannel banking strategies.

The survey received responses from 106 banks and other types of FIs from around
the world. Non-FI ATM operators, ATM vendors and other non-FI respondents were
not included in the survey results.

1. In which region is your headquarters located? 2. How many ATMs do you have in your fleet?

3%
Australia
Canada While 29 percent of respondents have 101-500 ATMs,
25 percent have 1-100 ATMs, 21 percent have 501-2,000
7% Western Europe ATMs and 26 percent have more than 2,000 ATMs.
United States 7%
28% Latin America/
9% South America

Eastern
Europe
Asia 11%
20% Middle East/
Africa More
16% than 2,000 1-100
26% 25%

501-2,000
The U.S., with 28 percent, accounted for the largest share 21% 101-500
of respondents answering this question. 29%
One-fifth (20 percent) of respondents have their head-
quarters in Asia, followed by the Middle East and Africa
with 16 percent, Eastern Europe with 11 percent and Latin
America/South America with 9 percent. Western Europe
accounted for 7 percent, Canada for 7 percent and Austra-
lia for 3 percent.

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ATM Monitoring Technology for Omnichannel Banking Systems

3. Do you have a single omnichannel management


system to manage all your distribution channels 5. Do you have a single omnichannel monitoring
(ATMs/kiosks, branches, mobile, PC Internet, system so you can control all your existing
digital signage, etc.), or do you manage your channels and ensure high service availability
channels as silos? for all your customers’ contact points?

24%
Yes
76% 27%
Omnichannel
Silo management management system

No

Nearly one-quarter (24 percent) said they have a single


73%
omnichannel management system, while 76 percent have
siloed channel management systems.

Only 27 percent of respondents have a single omnichannel


monitoring system, while the remainder (73 percent) have
siloed monitoring systems.

4. Do you plan to migrate to a single omnichannel


management system?

Only 34 percent of respondents plan to migrate to a


6. Do you plan to migrate to a single omnichannel
single omnichannel management system, while 23 per-
monitoring system?
cent have no plans to do so. Nearly half (44 percent)
said they aren’t sure.

53%

28%
Yes 20%
34%

Not sure
44%
Just over one-quarter (28 percent) of respondents said
No they plan to migrate to a single omnichannel monitoring
23% system. However, 20 percent said they don’t plan to do
so, and 53 percent said they don’t know.

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ATM Monitoring Technology for Omnichannel Banking Systems

7. From which of the following platforms do you


access your monitoring system? Just over half (56 percent) of respondents use a desktop
operational management console to access their monitor-
ing system, while 44 percent use a Web-based operation-
Web-based operational management console accessible
from any device used to connect to the internet 44% al management console accessible from any device used
to connect to the Internet.
None of the respondents use a native application for
Desktop operational management console 56% smartphones and/or tablets enabling staff to access their
monitoring system.

8. From which of the following platforms would you like to be able to access your monitoring system:
desktop operational management console; Web-based operational management console accessible
from any device used to connect to the Internet; a specific native application for smartphones; a
specific native application for tablets?
No
6%
No
No
20% 27%
No
30%
Yes Yes Yes
Yes
80% 73% 70%
94%

Of those who answered this question:


• 64 respondents said they would like to access their monitoring system via a Web-based operational
management console and four said they would not;
• 47 said they would like to use a desktop operational management console and 12 said they would not;
• 41 said they would like to use a specific native application for smartphones and 15 said they would not;
• and 40 said they would like to use a specific native application for tablets and 17 said they would not.

9. Do you think deploying meeters and greeters within your branches who have a monitoring app
on their smartphones/tablets could help reduce out-of-service time and costs?

More than half (57 percent) of respondents to this ques-


Yes 57% tion said deploying meters and greeters in branches with
a monitoring app on their smartphones/tablets could help
No 13% reduce out-of-service time and costs. Nearly one-third (30
percent) said they didn’t know, and 13 percent said they
I don't know 30%
would not help reduce out-of-service time and costs.

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ATM Monitoring Technology for Omnichannel Banking Systems

10. How much integration did you require for 12. Do you use an ATM monitoring solution from
your ATM monitoring solution with your an external supplier, or do you use your own
existing architecture? monitoring solution that was developed and
managed in-house?
Strong integration with your existing
central system and ATM software 46%
In-house
monitoring
solution
Light integration with your existing
central system and ATM software 54% 26%
External supplier
74%
More than half (54 percent) said they required light
integration with their existing central system and ATM Nearly three-quarters (74 percent) of respondents said they
software, while 46 percent required strong integration. use an external ATM monitoring solution supplier, and the
remainder (26 percent) use an in-house monitoring solution.

13. Would you use an ATM monitoring solution


from an external supplier?

11. How important a criterion for you is the cost of


integrating your ATM monitoring solution into
your existing architecture? 44% 56%

Low
9% Yes No

Of the respondents to this question, 44 percent said they


High would use an ATM monitoring system from an external
46% supplier, and 56 percent said they would not.
Medium
46% 14. Do you use an ATM monitoring solution
supplied by your ATM software vendor, e.g.,
NCR ATM monitoring software and NCR
ATM software?

40%
Nearly half (46 percent) of respondents said the cost of
60%
integrating their ATM monitoring system into their existing
ATM architecture is highly important, while 46 percent said
it is of medium importance. Nine percent said the cost is of Yes No
low importance. Just under two-thirds (60 percent) of respondents use an
ATM monitoring solution supplied by their ATM software
vendor, while 40 percent said they do not.

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ATM Monitoring Technology for Omnichannel Banking Systems

15. Do you use an ATM monitoring solution from 17. Do you use a monitoring solution from a vendor-
a third-party supplier that is also a hardware independent ATM software supplier such as
provider, e.g., NCR ATM monitoring software Auriga that provides ATM transactional software
with Wincor Nixdorf ATM software? but doesn’t provide ATM hardware?

64%
42% 58%
36%

Yes No Yes No

While 42 percent of respondents to this question said Just over one-third (36 percent) of respondents said they
they use an ATM monitoring solution from a third-party use a monitoring solution from a vendor-independent
supplier that is also a hardware provider, 58 percent said ATM software supplier that provides ATM transactional
they do not. software but doesn’t provide ATM hardware. However,
64 percent answered no to this question.

16. Would you be willing to use a third-party ATM 18. Would you be willing to benefit from hardware
monitoring solution supplier that is also a agnosticity and use a monitoring tool
hardware provider? from a vendor-independent ATM software
supplier such as Auriga that provides ATM
transactional software but doesn’t provide
ATM hardware?
Yes
31% Yes
25%
Neutral
52%
No
No
Neutral 6%
17% 69%

Just under one-third (31 percent) of respondents said they One-quarter (25 percent) of respondents said they would be
would be willing to use a third-party ATM monitoring solution willing to use a monitoring tool from a vendor-independent
supplier that is also a hardware provider, but 17 percent said ATM software supplier that provides ATM transactional
they do not, and 52 percent said they were neutral. software but doesn’t provide ATM hardware. However,
69 percent said they were neutral, and 6 percent said no.

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ATM Monitoring Technology for Omnichannel Banking Systems

19. Do you use a monitoring solution from a software supplier that just provides monitoring
software and doesn’t provide ATM transactional software?

More than three-quarters (78 percent) of respondents


22% said they don’t use a monitoring solution from a soft-
ware supplier that just provides monitoring software
78% and doesn’t provide ATM transactional software. The
remainder (22 percent) answered yes to the question.
Yes No

20. Would you be willing to use a monitoring tool from a software


supplier that doesn’t provide any ATM transactional software?

15%
Two-thirds (64 percent) of respondents said
21%
64% they were neutral on this issue, while 15
percent said yes, and 21 percent said no.

Yes No Neutral

21. Would you be willing to develop your own monitoring solution?

Two-thirds (64 percent) of respondents


said they wouldn’t be willing to develop 36%
their own monitoring solution, while the 64%
remainder (36 percent) said they would.

Yes No

22. Do you use the same company to provide your monitoring software
and to operate and manage your ATM monitoring services?

Just over half (52 percent) of respondents said


Yes 52% they use the same company to provide their
monitoring software and to operate and man-
age their ATM monitoring services. However,
No 49% 49 percent answered no to this question.

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ATM Monitoring Technology for Omnichannel Banking Systems

23. Would you be willing to use the same company to 25. Is your monitoring solution management
provide your monitoring software and to operate service multi-time-zone?
and manage your ATM monitoring services?
Yes 42%
56% No 36%
44% I don't know 22%
Less than half (42 percent) of respondents said their
monitoring solution is multi-time-zone, while 36 percent
said no, and 22 percent said they didn’t know.
Yes No
26. Does your monitoring solution include terminal
monitoring features that collect information
More than half (56 percent) of respondents said they about the terminal’s status changes and
indicate any potential or real problems?
would be willing to use the same company to provide
their monitoring software and to operate and manage
their ATM monitoring services. However, 44 percent
answered no to this question. 76%

18% 6%
24. Is your monitoring solution multibank, i.e., Yes No I don't know
able to monitor different ATM networks
owned by different bank subsidiaries within Three-quarters (76 percent) of respondents said their
the same group? monitoring solution includes terminal monitoring fea-
tures that collect information about the terminal’s status
changes and indicate any potential or real problems.
Only 18 percent answered no to the question, and six
I don't know
percent said they don’t know.
16%
Yes
44%
27. Does your monitoring solution offer monitoring of
technical problems connected with ATM hardware
components as well as transactional monitoring?
No
40%
18%
71%

Yes No I don’t know

While 44 percent of respondents said their monitoring Nearly three-quarters (71 percent) of respondents said
solution is multibank, 40 percent answered no, and 16 their monitoring solution offers monitoring of technical prob-
percent said they didn’t know. lems connected with ATM hardware components as well as
transactional monitoring. While 18 percent answered no to
this question, 11 percent said they didn’t know.

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ATM Monitoring Technology for Omnichannel Banking Systems

28. Does your solution include proactive monitoring 30. Does your solution include remote
with automatic self-healing capabilities, automated management operations capabilities enabling
incident processing and resolution flow? a remote operator to send commands from
the central system to the terminal in order to
avoid engineers’ field visits?
I don't know
18% Yes
31%
66%

24% 11%
No
51% Yes No I don't know

Two-thirds (66 percent) of respondents said their solu-


tion includes remote management operations capabili-
ties that allow a remote operator to send commands
Half (51 percent) of respondents to this question said their from the central system to the ATM. One-quarter (24
solution doesn’t include proactive monitoring with automat- percent) answered no to the question, and 11 percent
ic self-healing capabilities, automated incident process- said they didn’t know.
ing and resolution flow. Just under one-third (31 percent)
answered yes, and 18 percent said they didn’t know.

31. Does your solution include an incident


29. Does your solution include predictive management ticketing system using all the
maintenance capabilities? messages and data from the terminals to
automatically trigger a process in compliance
with a predefined tracking and alerting workflow?

I don't know Yes


22% 27% 9%

24%
No 67%
51%
Yes No I don’t know

More than half (51 percent) of respondents said their solu-


Two-thirds (67 percent) of respondents said their solution
tion doesn’t include predictive maintenance capabilities,
includes an incident management ticketing system, while 24
while 27 percent answered yes to the question, and 22
percent said it does not, and 9 percent said they didn’t know.
percent said they didn’t know.

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ATM Monitoring Technology for Omnichannel Banking Systems

32. Do you have to integrate your monitoring solution with an external ticketing system?

Less than one-third (31 percent) of re-


Yes 31%
spondents said they have to integrate their
No 54% monitoring solution with an external ticketing
system, while 54 percent said they did not
I don't know 15% know, and 15 percent said they didn’t know.

33. Is your monitoring solution able to connect to external hardware


vendors’ ticketing systems?

Nearly half (46 percent) of respondents said


30% their monitoring solution is able to connect
46% to external hardware vendors’ ticketing sys-
tems, while 24 percent said it was not able to
24% do so, and 30 percent said they didn’t know.

Yes No I don’t know

34. Does your monitoring solution offer real-time engineer tracking and supervision?

More than one-third (37 percent) of respon-


dents said their monitoring solution offers real- I don't know Yes
time engineer tracking and supervision, while 30% 37%
33 percent said it does not, and 30 percent said
they didn’t know. No
33%

35. Does your monitoring solution provide statistics in tables and graphical formats?

59% More than half (59 percent) of respondents


said their monitoring solution provides statis-
tics in tables and graphical formats, while 26
15% percent said it does not, and 15 percent said
26% they didn’t know.

Yes No I don't know

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ATM Monitoring Technology for Omnichannel Banking Systems

36. Does your solution include dashboards and a “bird’s eye view” ATM map giving a clear
view of service availability in your fleet according to different regions, bank IDs, etc.?

Yes 48% Nearly half (48 percent) of respondents


said their solution includes dashboards
No 37% and a “bird’s eye view” ATM map, while
37 percent said no, and 15 percent said
they didn’t know.
I don't know 15%

37. What are the essential KPIs (key performance indicators)


that need to be provided by a monitoring solution?

Respondents gave answers such as:


• Service level agreements (SLAs) monitoring;

• ATM down; • Customer availability of ATM by function or critical


component, communications failure, out of cash,
• Downtime, return to service rates; part failure, mean time to repair, reports by region,
district, city, etc.;
• Availability, time to arrive, time to fix;
• Transaction per day; average transaction time;
• Length of time ATM is down;
• Reliable error messaging, 24x7 availability of
• Failed transaction;
monitoring, link into accurate reporting;
• ATM uptime;
• Ability to view entire fleet at once, automated ticket
• Real-time cash, communications and fault monitoring; opening and predictive maintenance would be nice.

38. Does your monitoring solution offer autonomous configuration of


new KPIs without input from the supplier?

Only 11 percent of respondents said their 11%


monitoring solution offers autonomous
33%
configuration of new KPIs without sup-
plier input. More than half (57 percent) 57%
said it does not, and 33 percent said they
didn’t know.
Yes No I don’t know

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ATM Monitoring Technology for Omnichannel Banking Systems

39. Does your solution include autonomous and on- 41. Does your solution offer complete hardware
demand electronic journal collection, storage and software terminal inventory capabilities
and consulting? that collect and report on any configured
management information available locally on
the ATM?
I don't know
17%
Yes Yes 35%
48%
No 37%
No I don't know 28%
35%
Just over one-third (35 percent) of respondents said
their solution offers complete hardware and software
terminal inventory capabilities, while 37 percent said it
does not, and 28 percent said they didn’t know.

Nearly half (48 percent) of respondents said their solution


includes autonomous and on-demand electronic journal
collection, storage and consulting. One-third (35 percent)
said it does not, and 17 percent said they didn’t know. 42. Would you be willing to have a single provider for
monitoring and for terminal inventory capabilities?

40. Would you be willing to use a single provider Neutral


for terminal monitoring and for electronic 29%
journal collection, storage and consulting?

Yes
Yes 59%
25% No
Neutral 12%
63% No
12%

One-quarter (25 percent) of respondents said they would


be willing to use a single provider for terminal monitoring More than half (59 percent) of respondents said they would
and for electronic journal collection, storage and consult- be willing to have a single provider for monitoring and for
ing. Two-thirds (63 percent) were neutral, and 12 percent terminal inventory capabilities, while 12 percent said they
said they would not be willing to use a single provider. would not, and 29 percent said they were neutral.

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ATM Monitoring Technology for Omnichannel Banking Systems

43. Does your monitoring solution offer software 45. Would you be willing to have a single provider
distribution and release management for monitoring, software distribution and
technology that links your central system release management?
and terminals in order to deploy files on the
terminals, retrieve files from the terminals and
distribute packages to the terminals?
46%
20% 31%
52% 23%
28%

Yes No I don’t know


Nearly half (46 percent) of respondents said they would
be willing to have a single provider for monitoring,
software distribution and release management, while 23
percent said they would not be willing, and 31 percent
More than half (52 percent) of respondents said their
said they were neutral.
monitoring solution offers software distribution and
release management technology that links their cen-
tral system and terminals. One-third (20 percent) said
they didn’t know, and 28 percent said it does not offer
such technology.
46. Do you use a terminal handling solution and
monitoring solution that are both provided by
the same supplier?
44. Is your software distribution and release
management technology a separate product
from your monitoring solution?

I don't know I don't know

No
8% 17%
8% Yes
No 52%
31%

Yes
85%
The majority (85 percent) of respondents said their soft- Just over half (52 percent) of respondents use a terminal
ware distribution and release management technology handling solution and monitoring solution that are both
are a separate product from their monitoring solution, provided by the same supplier, while 31 percent said they
while 8 percent said it was not separate, and 8 percent do not, and 17 percent said they didn’t know.
said they didn’t know.

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ATM Monitoring Technology for Omnichannel Banking Systems

47. Do you use a monitoring solution and a fraud 49. Are you satisfied with your current
management solution that are both provided by monitoring solution?
the same supplier?

I don't know
12% Yes
26% 43%
57%

Yes No

No
62% More than half (57 percent) of respondents said they
were satisfied with their current monitoring solution,
while 43 percent answered no.

Two-thirds (62 percent) of respondents don’t use a moni-


toring solution and a fraud management solution that are
both provided by the same supplier, while 26 percent said
they do, and 12 percent said they didn’t know. 50. Are you planning to change it?

48. Would you say your monitoring solution


has noticeably improved your ATM service
No
availability levels compared with before you
deployed the solution? 39%
Yes
61%

I don't know Yes


50% 50%

Half (50 percent) of respondents said that their monitor-


ing solution had improved their ATM service availability Nearly two-thirds (61 percent) of respondents are planning
levels noticeably compared with before they deployed to change their ATM monitoring solution, while 39 percent
the solution. The remainder said they didn’t know what don’t plan to do so.
their improved ATM service availability was.

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ATM Monitoring Technology for Omnichannel Banking Systems

51. By what percentage has your improved ATM service 52. By what percentage have you been able to
availability reduced your operational costs? reduce field engineers’ on-site activities due
to your improved ATM service availability?

Up to 25%
24% Up to 25%
21%
I don't know
62% 26-50% I don't know 26-50%
14% 62% 17%

Just over one-third (21 percent) of respondents said


Nearly one-quarter (24 percent) of respondents said their they had been able to reduce field engineers’ on-site
improved ATM availability had reduced their operational activities by up to 25 percent due to their improved
costs by up to 25 percent, while 14 percent said 26-50 ATM service availability, while 17 percent said by 26-50
percent, no one said above 50 percent, and 62 percent percent, no one said above 50 percent, and 62 percent
said they didn’t know. said they didn’t know.

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23
CHAPTER 2
Interviews with
financial institutions
For this report, ATM Marketplace conducted in-depth in-
terviews with executives from 13 innovative FIs in Europe,
New Zealand, North America and South Africa, as well as
with Italy’s CartaSi and Servizi Bancari Associati and with
U.S. credit union-owned ATM network Co-op Financial Ser-
vices and First Data. “I would be willing to use a single provider for terminal
monitoring and for electronic journal collection, storage
and consulting, in order to provide a single ‘window’ for
Alfa Bank
engineers,” Daryoshin said. “For the same reason, I would
In 2014, Moscow-based Alfa Bank’s ATM network included also be willing to use a single provider for monitoring,
3,100 ATMs that it owned and 12,000 ATMs owned by its software distribution and release management. Our soft-
partner banks. ware distribution and release management technology is a
separate product from our monitoring solution.”
“We have siloed channel management systems,” said
Maxim Daryoshin, head of Alfa Bank’s self-service sys- Daryoshin says he is satisfied with Alfa Bank’s current
tems development department, retail business. “We don’t monitoring solution because of its convenience, reliability
plan to migrate to a single omnichannel management and stability. The improvement the bank has seen in ATM
system, as we don’t have a single point of strategic view availability has led to field engineers’ on-site visits being
for all channels and have one independent point of view reduced by up to 25 percent, he says.
per channel.”
“The essential KPIs that need to be provided by a monitor-
Daryoshin says Alfa Bank doesn’t have a single omnichan- ing solution are uptime, customer availability and cash-in-
nel monitoring system, as the bank sees no need for a transit (CIT) operations effectiveness,” Daryoshin said.
single system. “Moving to omnichannel management and
monitoring would require Alfa Bank to make organizational Alfa Bank’s monitoring solution and fraud management
changes, and this is a cornerstone of the problem,” he said. solutions are both provided by the same supplier, Daryo-
shin adds.
Alfa Bank uses an externally supplied ATM monitoring
system that staff access from a Web-based operational
management console, Daryoshin says. Banca Marche
Banca Marche operates approximately 300 branches in
The bank uses different companies to provide its monitor-
Central Italy. “We have silo-based channel management
ing software and to operate and manage its ATM monitor-
systems and have no plans to migrate to an omnichannel
ing services. Its monitoring solution offers autonomous
management system,” said Lamberto Spadari, the bank’s
configuration of new KPIs without input from the supplier.

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ATM Monitoring Technology for Omnichannel Banking Systems

systems manager. “The different platforms are based on like to be able to access our monitoring system through
specific functional choices, with integration difficulties.” native applications for smartphones and for tablets,” the
spokesperson said.
Banca Marche also has siloed channel monitoring sys-
tems, and currently has no plans to migrate to a single “We think that deploying meeters and greeters within bank
monitoring system due to the “difficulties in undertaking branches who have a monitoring app on their smart-
innovative projects,” Spadari said. “This would also require phones/tablets would help to align staff to the bank’s
us to make organizational changes.” goals and help reduce out-of-service time and costs,” the
spokesperson said.
Currently, Banca Marche staff use desktop operational
management browsers to access their monitoring system, Banco Sabadell uses an ATM monitoring solution from an
but Spadari says he would like to use Web-based opera- external supplier. “We think it’s better to have a market-
tional management consoles. supplied tool because the functionality is standard,” the
spokesperson said. The bank doesn’t think it is necessary
Banca Marche uses the same company to provide its ATM to have a single provider for monitoring, software distribu-
monitoring software and to manage its ATM monitoring tion and release management, the spokesperson says.
services, Spadari says. Its monitoring solution doesn’t
offer autonomous configuration of new KPIs without input According to the spokesperson, the essential KPIs that
from the supplier. need to be provided by a monitoring solution are:

“I’m satisfied with our current monitoring solution, as the • Percentage of time available over total time;
quality of the service is in line with expectations,” Spadari • Average response time by transaction;
says. “We have no plans to change it.” • Number of unavailable ATMs.
Spadari says his requirements for effective ATM man- Banco Sabadell isn’t satisfied with its current monitoring
agement and monitoring are “speed in the analysis and solution, as it doesn’t allow the bank to customize KPIs
resolution of problems.” that it needs, the spokesperson says.

Banco Sabadell
“We think it’s better to have an integrated ATM monitoring
system that gives a global view of all the channels you man-
age,” a spokesperson for Spain’s Banco Sabadell said.

Currently, Banco Sabadell has siloed management solu-


tions for its various channels. “We would like to have a
more integrated channels management, but at the moment
we are developing applications based on big data sys-
tems,” the spokesperson said.

Banco Sabadell has siloed channel monitoring systems.


“Moving to omnichannel monitoring and management would
require organizational changes,” the spokesperson said.

To access the bank’s monitoring systems, staff use desk-


top operational management consoles as well as Web-
based operational management consoles. “We would also

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ATM Monitoring Technology for Omnichannel Banking Systems

BBVA Compass in order to be successful. Communication is a simple goal


and yet is often missed. Make sure to communicate with
Birmingham, Alabama-based BBVA Compass is the U.S.
the bricks-and-mortar locations. The staff at these loca-
subsidiary of Spain’s BBVA.
tions are often your first line of defense for the customer
Ron Hemming, BBVA Compass’ senior vice president of who has an issue using an ATM.”
IT director ATM operations/network/enterprise monitoring,
The need to have a monitoring system in place that will
says important KPIs are:
work across all machine types within an ATM fleet is es-
• Repeat failures (which ATMs are having repeat perfor- sential, Hemming says. “The ability for your monitoring
mance issues within a certain timeframe); staff to be able to trust the reliability of the monitoring tool
• Average first-time resolve percentage; allows the staff to quickly and confidently troubleshoot
• Average availability time; issues and resolve quickly,” he said. “The hardest part of
ATM monitoring is separating fact from customer percep-
• Maintenance vendor response time to resolve an issue; tion. When a customer has a bad experience at an ATM,
• Maintenance vendor average ATM failure resolve time; they often think the ATM is down when that isn’t the case.
• ATM parts supply stock availability. Being successful at understanding what the customer is
truly feeling and experiencing go hand in hand. The cus-
“Consumers expect banks to provide a consistently great tomer doesn’t care that the ATM can deposit money if they
experience,” Hemming said. “Consumers will want their are trying to deposit a check and the deposit function isn’t
bank to allow them to complete transactions where and available right now. Having the proper staff and tools to
when they want, which means providing a strong brand do in-depth trend analysis along with the ATM monitoring
across all technologies. The barriers to an omnichannel tools is a must.” 
experience are more likely to appear within the bank itself
than with consumers. Getting the bank to focus on a holistic
view of the customer experience can be difficult. Having BECU
team members change their view of building their widget Seattle-based BECU, the fourth-largest U.S. credit union,
and instead look at the entire experience from branch, ATM, operates 211 ATMs and has 43 branches. “We don’t drive
online banking to mobile apps is the key to being success- our own ATMs, but we do all the monitoring, dispatching
ful. Consumers change the way they bank perhaps several and reporting in-house,” said Shirley Taylor, ATM channel
times a day using smartphones, tablets, online banking manager at BECU. “So we have a hybrid approach.
websites and ATMs, so these all need to be consistent.”
For several years, BECU has used NCR Aptra Vision (it
Hemming recommends that FIs ensure “their staff are ded- previously used NCR Gasper Vision), accessing the sys-
icated to the customer experience vision. Secondly, have tem via desktop and laptop consoles. “NCR Aptra Vision
a work environment that truly supports a unified culture, gives us insight into our ATM availability,” Taylor said. “Of
and that attempts to knock down the siloes,” he said. “The our 43 branches, only two have a traditional teller line, so
omnichannel world comprises many different components ATM availability is key for us. In the other branches, the
and requires all hands on deck to support customers and ATMs act as tellers.”
their ability to do their business with the bank. A network
team that has the same customer experience vision as the Taylor says BECU has no plans to deploy interactive teller
customer-facing channels is imperative. The importance machines with video links to remote staff. She adds that
of a robust and reliable network is often overlooked. Make BECU’s ATMs are 100 percent image-enabled so custom-
certain to interact with all lines of business that impact an ers can deposit checks.
omnichannel environment; everyone needs to be engaged

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ATM Monitoring Technology for Omnichannel Banking Systems

“We don’t have plans to migrate to omnichannel monitor-

“Our ATMs act as tellers ing, as we think technology and application monitoring must
be ‘channel specific,’” Iannucci said. “Organizational and
for our organization, so channel structures are the main barriers to moving to an
omnichannel system.”
availability is critical.”
BNL uses a desktop operational management console to
— Shirley Taylor, ATM channel manager at BECU access its monitoring system, but also would like to use
Web-based operational management consoles and na-
tive applications for tablets. “Our in-branch staff don’t have
monitoring duties,” Iannucci said. “But it could be useful to
“Across our entire ATM fleet including off-premises ATMs, deploy meeters and greeters within bank branches who
we average 7,200 monthly transactions,” Taylor said. “At have a monitoring app on their smartphones or tablets to
our financial centers, we average 12,000 to 15,000 ATM help reduce out-of-service time and costs.”
transactions a month. These are just traditional standard BNL uses an ATM monitoring solution from an external sup-
ATM transactions. Not all our branches hit the 12,000 to plier, and uses the same company for its monitoring soft-
15,000 mark, but a good majority do, and a good number ware as well as for operation and management of its ATM
of our off-premise ATMs are also hitting those numbers.” monitoring services. “We have an outsourced full-service
BECU uses Inetco Systems’ Inetco Insight software to approach,” Iannucci said. “Developing our own solutions isn’t
integrate data into NCR Aptra Vision, as well as Inetco our business, so we look for third parties committed to provid-
Analytics customer analytics software. “From an overall ing results. In our ATM environment, the supplier attaches
channel-management perspective, it’s critical to pick up on the monitoring system to our ‘application ports,’ and we don’t
customer trends as part of ATM monitoring,” says Taylor. influence the choice of the specific monitoring product.”

Taylor says BECU’s ATM division is somewhat siloed. “We BNL’s monitoring solution offers autonomous configuration
monitor our ATMs and do escalations from our ATM opera- of new KPIs without input from the supplier. “The essential
tions group, not from our IT group,” she said. “We looked KPIs that need to be provided by a monitoring solution are
at omnichannel monitoring, but don’t think that moving uptime, cash usage, downtime per type, vendor and ma-
to omnichannel monitoring would buy us anything at this chine,” Iannucci said.
point in time.” “I would be willing to use a single provider for terminal
“We don’t put monitoring software on our branch staff’s tab- monitoring and for electronic journal collection, storage and
lets,” Taylor said. “But, if there is a problem at an in-branch consulting,” Iannucci said. “But I wouldn’t be willing to have
ATM or an off-premises ATM, we send a system-generated a single provider for monitoring, software distribution and
email to branch staff to alert them before they get com- release management. Software distribution is managed by
plaints from customers. If you have downtime too often at an internal department and isn’t outsourced.”
your ATMs, you will lose the customer relationship, which Iannucci says BNL’s monitoring solution has had a very posi-
means losing long-term revenue from that customer.” tive effect on ATM service availability since its deployment. .
However, BNL isn’t satisfied with its current monitoring solu-
BNL Gruppo BNP Paribas tion, as it isn’t XFS-based, and plans to change the solution.

Mauro Iannucci, network innovation manager at BNL, the Ital- The improved ATM availability BNL has experienced from
ian subsidiary of France’s BNP Paribas, says the bank has a its monitoring solution has reduced its operational costs by
siloed approach to channel management and monitoring. up to 25 percent, Iannucci says. The bank has been able to

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ATM Monitoring Technology for Omnichannel Banking Systems

reduce field engineers’ on-site activities due to its improved number of existing infrastructures is high. Overcoming this
ATM service availability by 26-50 percent. situation needs deep systems re-engineering to face future
technology changes.”

CaixaBank CaixaBank accesses its monitoring system from desktop


Spain’s CaixaBank has 9,724 ATMs, including more operational management consoles, but also would like to
than 1,000 Punt Groc (“yellow point”) advanced multifunc- use Web-based operational management consoles.
tion ATMs. “We think deploying meeters and greeters within branches
“In a complex environment like CaixaBank’s, where ATMs who have a monitoring app on their smartphones/tablets is
are more than cash dispensers, it’s essential to ensure the a good idea,” the spokesperson said. “Branches are the first
availability of the range of services that customers require level of service, so ensuring that [branch staff] can predict
at all times,” a CaixaBank spokesperson said. “To achieve and solve as many situations as possible helps our bank
this, performance management isn’t enough. You need to improve customer service and reduce costs.”
study at all times the behavior of each ATM and its users CaixaBank uses an in-house-developed ATM monitoring
to predict and detect any changes needing to be made in solution which the spokesperson says fulfills all the bank’s
order to continue offering the best service.” requirements.
CaixaBank has silo-based management systems and moni- “We use the same company to monitor and operate our
toring systems. “Moving to omnichannel management and ATMs,” the spokesperson said. “This ensures faster service
monitoring would require us to make organizational chang- and less downtime.”
es, because of siloed business units,” the spokesperson
said. “Since each channel is managed by its own team, the CaixaBank’s ATM monitoring services supplier also pro-
vides electronic journal collection, storage and consulting.
However, CaixaBank manages its own terminal inventory,
as this is part of the bank’s assets.

For CaixaBank, the essential KPIs that need to be provided


by a monitoring solution are:
• Lack of cash;
• Technical non-availability;
• Operational non-availability.

The spokesperson says CaixaBank would be willing to have


a single provider for monitoring, software distribution and re-
lease management. “In an organization like our bank, ATMs
are only a part of all the activities, so the fewer providers,
the easier to manage,” the spokesperson said.

CaixaBank’s monitoring solution has improved its ATM


service availability levels significantly since deployment. But
CaixaBank isn’t satisfied with its current monitoring solution
and plans to change it, “as it is individual ATM-oriented, and
manual data treatment is need for a network view.”

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ATM Monitoring Technology for Omnichannel Banking Systems

CaixaBank’s requirements for effective ATM management


and monitoring are:
• Individual ATM performance KPIs;
• Zone performance KPIs;
• Total ATM network performance KPIs;
• Ability for online new KPI definitions;
• Proactive and predictive downtime management.

CartaSi
Milan-based CartaSi manages and monitors around 10,000
ATMs on behalf of Italian banks.

“CartaSi is a service provider,” said Denis Gotti, manager of


CartaSi’s ATM and POS operations. “The ATMs are installed
at the banks, which are our customers.”

“Our service offer includes ATM processing, hardware


rental, network services, management and maintenance,
monitoring services and application software. We use
Auriga’s monitoring services and ATM application software,”
Gotti said. “Most of the banks use our processing, network,
monitoring and software application services, and 35 per-
cent use other components too.”
es who have a monitoring app on their smartphones/tablets
Gotti says CartaSi has a silobased channel management could help reduce out-of-service time and costs,” Gotti said.
approach and doesn’t have an omnichannel monitoring “It could support the maintenance process and increase the
system. “We don’t plan to migrate to a single omnichannel branches’ responsibilities.”
management and monitoring system, as each bank uses
different channels, and a single omnichannel manage- CO-OP Financial Services
ment and monitoring system isn’t possible in our business
model,” he said. “My recommendations for best practice for ATM manage-
ment and monitoring in an omnichannel environment are
CartaSi accesses Auriga’s monitoring system from a Web- holistic management and monitoring that includes hard-
based operational management console, Gotti says. ware, software applications, cash management and trans-
action processing to maximize the availability and reliability
Gotti’s recommendation for best practice for ATM manage-
of ATMs,” said Terry Pierce, senior product manager at
ment and monitoring in an omnichannel environment is to
Rancho Cucamonga, California-based credit union ATM
improve monitoring systems with operating system errors
network operator CO-OP Financial Services.
and ATM driver errors. “My requirement for effective ATM
management and monitoring is an affordable and flexible Because it operates disparate systems, Co-op Financial
software platform with a Web-based architecture and thin Services doesn’t plan to migrate to omnichannel manage-
client technology,” he said. ment from its current siloed management systems, Pierce
says. For the same reason, it has no plans to migrate its
“I think deploying meeters and greeters within bank branch-
siloed monitoring systems to an omnichannel system.

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ATM Monitoring Technology for Omnichannel Banking Systems

“We use desktop operational management consoles to John Balose, director of ATM product management at
access our monitoring system, but would also like to use First Data. “As ATM hardware and software vendors don’t
Web-based operational management consoles and native provide switching and processing services, as well as the
applications for smartphones and tablets,” Pierce said. diversity of online, mobile and tablet technology providers,
common standards don’t exist for the exchange of infor-
“I think deploying meeters and greeters within bank branch- mation between channels. So data and hierarchy protocols
es who have a monitoring app on their smartphones or tab- for channel preference and a common way to manage that
lets could help reduce out-of-service time and costs,” Pierce experience can present a unique set of obstacles. With
said. “Proactive instead of reactive monitoring is good credit the myriad of technology solutions available to FIs to sup-
union member (i.e., customer) service.” port each channel and the obvious challenge of each silo
CO-OP Financial Services’ ATM monitoring software and wanting to control their consumer experience, selecting a
services are supplied by FIS using NCR’s Gasper Vantage vendor to develop and deliver a common user experience
monitoring system. NCR Aptra Vision is the new version that meets the needs of each channel will be a challenge.”
of Gasper Vantage, but CO-OP Financial Services hasn’t Balose says many metrics can be measured by an ATM
migrated to Aptra Vision. channel monitoring solution. “However, essential compo-
“We aren’t satisfied with our current monitoring solution and nents must include the basic answers to the high-level
are planning to change it,” Pierce said. questions of ATM availability, transaction monitoring and
fraud prevention,” he said. “These metrics provide the
“The essential KPIs that need to be provided by a monitor- fundamental answers an FI must understand about its
ing solution are availability, incidents, transactions (ap- ATM channel performance: ‘Are my ATMs up and available
proved and declined), cash management and status code to consumers or do they need to be serviced?’; ‘How many
summaries,” Pierce said. “Our current monitoring solution transactions are the ATMs processing so I know they are
doesn’t offer autonomous configuration of new KPIs without at useful locations?’; ‘Are my ATMs getting hit by fraud-
input from the supplier.” sters and causing losses for my FI?’”

Pierce says the barriers to moving to an omnichannel sys- “As a technology provider for the ATM channel, we think
tem are disparate systems and legacy infrastructure. “My that, in addition to the KPIs related to ATM monitoring, the
requirements for effective ATM management and monitoring big ability that many FIs need is the capability for remote
are a configurable and flexible system and robust report- management and settlement of their ATM fleet,” Balose
ing,” Pierce said. said. “The ability to solve problems remotely, such as
faulty security keys, or settle their ATM cash position at the
end of the day enables FIs to manage many ATMs without
First Data
the need for support from their branch counterparts or
U.S.-based First Data provides outsourced ATM monitoring service provider.”
and management services to FIs, including PNC Bank.

“Our ATM driving and monitoring are outsourced to First First National Bank (FNB)
Data,” said Ken Justice, senior vice president and ATM
Abdul Aziz Cassim, Head of Self-Service Delivery at South
executive at U.S.-based PNC Bank. “We provide oversight
Africa’s FNB, has the following recommendations for best
and have a lot of our own reporting, but we don’t own and
practice for ATM management and monitoring in an om-
operate our own ATM monitoring technology.”
nichannel environment:
“Legacy infrastructure and operational silos are contribu-
• Provide a simple, compelling, and consistent customer
tors to the challenges many FIs will face in bringing an
experience across all channels;
omnichannel experience to their customer base,” said

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ATM Monitoring Technology for Omnichannel Banking Systems

• Optimize existing investments in people as well as


technology,
• Help your bank transform itself from delivering trans-
actions to delivering personalized financial advice;
• Deliver services in a secure environment that estab-
lishes and maintains customer trust;
• Security will be at the forefront of all these solutions.

FNB manages its distribution channels as siloes, says


Cassim, and the bank plans to continue to operate in
siloes for the time being.

“Within our SSD ATM environment we plan on rolling out


a single monitoring system,” Cassim says. “Each silo has
its own monitoring capabilities. Migrating to a single om-
nichannel monitoring system isn’t on the cards yet.”

Moving to omnichannel management and monitoring


would require FNB to make organisational changes. “His-
torically, we have operated in a silo mentality, but we are
slowly moving towards integrating all our channels to have
an all-round improved customer experience,” says Cassim. sim. “We wouldn’t be willing to have a single provider for
monitoring and for terminal inventory capabilities, as these
FNB is rolling out a new monitoring system offering access
parts of the business are kept separate. Also, we wouldn’t
via a desktop operational management console from an
be willing to have a single provider for monitoring, software
external supplier. The system will replace a platform pro-
distribution and release management. This is because we
vided by a different vendor. “We will manage and run this
build our own software, and these parts of the business
new system in-house,” says Cassim. “Configurations and
are kept separate.”
customization will be carried out internally.”
Integration between the back-end systems and processes
The bank would like to be able to access its monitoring
will provide the biggest hurdle to overcome in moving to an
system from desktop operational management consoles,
omnichannel system, Cassim says. “The lack of current inte-
Web-based operational management consoles, and spe-
gration makes it a massive task,” he says. “Also, some sys-
cific native applications for smartphones and tablets.
tems are in-house and others are outsourced, and integration
FNB’s monitoring solution doesn’t really offer autonomous between third-party vendors can be sometimes tricky.”
configuration of new KPIs without input from the supplier.
“To an extent, we have an internal configuration capability,
Kiwibank
but any big changes to code are outsourced,” Cassim says.
“Kiwibank doesn’t have an omnichannel banking environ-
FNB would be willing to use a single provider for terminal ment at this stage, but, from a self-service perspective, we
monitoring and for electronic journal collection, storage would like to move into this space,” said Neesha Vasan,
and consulting. “Transactional monitoring and hardware channel manager of self-service at New Zealand’s Ki-
monitoring are both commodities that we will outsource as wibank, a subsidiary of New Zealand Post. “Our technology
long as we have full control and transparency,” says Cas- platform will need to be developed to make this happen.”

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ATM Monitoring Technology for Omnichannel Banking Systems

Moving to a single omnichannel management system is spokeswoman for Vienna, Austria-based Raiffeisen Bank
also on Kiwibank’s roadmap for some point in the future. International. “Besides, the ATM strategy has to fit with the
overall omnichannel strategy such as what is the role of
“Our technology roadmap for an omnichannel system will branches, e-channels, etc. That’s the hardest part. Later on,
need to be developed,” Vasan said. “My understanding from it’s easier to decide on ATM management and monitoring
an ATM perspective is that we need a technology platform solutions. Furthermore, all channels have to fit together, so
to enable an omnichannel system for our ATMs. Currently, the ATM (or, in our case, the self-service) strategy has to be
we have Diebold ATMs that have layers of different software aligned with the bank’s overall strategy.”
that don’t integrate well. Therefore, robust ATM error diag-
nostics has been a challenge. We need to upgrade our ATM Currently, Raiffeisen has siloed channel management
software stack and introduce a technology platform that will systems. “For the moment, we don’t plan to migrate to an
enable omnichannel benefits.” omnichannel management system,” Krenn-Ditz said. “We
are still in design discussions, such as what do we mean by
Kiwibank has a siloed approach to channel monitoring, Va- omnichannel management in the first place.”
san says. “NCR monitors our ATMs via its Gasper system,”
she said. “We would like to be able to access our monitoring Raiffeisen doesn’t have a single omnichannel monitoring
system via Web-based operational management consoles.” system and doesn’t plan to migrate to a single omnichannel
monitoring system.
“We have access to NCR Aptra Vision, but we haven’t been
using the application a lot, as we’re currently receiving train- “Migrating to omnichannel management and monitor-
ing for the application,” Vasan said. ing wouldn’t require us to make organizational changes,”
Krenn-Ditz said. “This is because the infrastructure is
operated by a single business unit, and the channels
National Bank of Canada shouldn’t be affected by a monitoring or management
“National Bank of Canada has a siloed approach to channel system. The barrier to moving to an omnichannel system
management,” said Chantal Morel, enterprise architect at is mainly our central software solution, which is at this time
National Bank of Canada, one of Canada’s largest banks. only silo-based.”
“We don’t plan to migrate to an omnichannel management
system, as we think we can have a better management and Raiffeisen uses a Web-based ATM operational manage-
alert console for our ATM fleet when we use a system spe- ment and monitoring system that is currently accessible
cifically built for the ATM channel. It’s important to manage only via PCs inside its corporate network. The bank also
your ATMs and banking kiosks in a single system, but not all would like to access the Web-based system via tablets and
your channels.” smartphones.

In addition, National Bank of Canada has siloed channel Krenn-Ditz notes that the bank’s ATM management and
monitoring systems, Morel says. “We use an externally monitoring system handles all of its self-service equipment,
supplied ATM monitoring system, which we’re satisfied such as statement printers, cash-recycling units and bill-
with,” she said. “We use the same company to provide our payment terminals.
monitoring software and to operate and manage our ATM “We don’t think deploying meeters and greeters within
monitoring services.” bank branches who have a monitoring app on their
smartphones or tablets is a good idea,” Krenn-Ditz said.
Raiffeisen Bank International “Meeters and greeters have to take care of customers and
shouldn’t fix machines.”
“With all the available options (for example, cash deposits,
full self-service terminal, bill payments), choosing the right Raiffeisen uses an ATM monitoring solution from an external
ATM strategy is complicated,” said Ingrid Krenn-Ditz, a supplier that also provides the client software for its ATMs.

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ATM Monitoring Technology for Omnichannel Banking Systems

“This means integration and interoperability are perfect, and ing to omnichannel management and monitoring isn’t in
we’re very satisfied with the solution,” Krenn-Ditz said. “ATM focus today,” the spokesperson said. “We are focusing
operations and management are done by our own staff.” now on transforming and building up our channels — for
example, the rollout of a new generation of non-cash ter-
minals in 2016.”
Servizi Bancari Associati
“We don’t have a single omnichannel management system, However, moving to omnichannel management and moni-
nor do we have an omnichannel monitoring system,” said toring wouldn’t require UBS to make any organizational
Guido Lingua, e-banking services manager at Italy’s Servizi changes, as its organizational setup would fit already, the
Bancari Associati. The company provides IT services includ- spokesperson says.
ing ATM and POS terminal management services to Italian
UBS staff access the bank’s monitoring system from desk-
cooperative banks and small FIs. It currently has 563 ATMs
top operational management consoles. “We would like to
under management.
be able to also use Web-based operational management
“We use a Web-based operational management console consoles and native apps for tablets and smartphones,” the
to access our monitoring system,” Lingua said. “I would spokesperson said.
like to be able to use native application for smartphones
UBS deploys meeters and greeters equipped with mobile
and tablets.”
devices in its branches. “We haven’t put monitoring apps on
“Deploying meeters and greeters within bank branches who their smartphones or tablets, as the current low complexity
have a monitoring app on their smartphones or tablets is a of functionality and the availability of the systems doesn’t
good idea, as they would be accessible at any time,” he said. justify such an investment,” the spokesperson said.

Servizi Bancari uses an ATM monitoring solution from Currently, UBS uses an internally developed monitoring
Auriga which also operates and manages the bank’s solution, but its future strategy involves using an off-the-
ATM monitoring service. In addition, Servizi Bancari’s shelf system.
monitoring modules for digital and mobile banking are pro-
UBS would be willing to use the same company to provide
vided by Auriga.
its monitoring software and to operate and manage its
Lingua says that since deployment, the company’s monitor- ATM monitoring services. “The current strategic thinking in
ing solution has improved ATM service availability levels
significantly. “The monitoring system is effective, effi-
cient and low cost,” he says.

The company has been able to reduce field engineers’ on-


site activities due to its improved ATM service availability by
up to 25 percent.

“My requirement for effective ATM management and moni-


toring is automatic controls with SMS and email alerts,”
Lingua said.

UBS
Switzerland’s UBS takes a siloed approach to channel
management and monitoring, a spokesperson says. “Mov-

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ATM Monitoring Technology for Omnichannel Banking Systems

Switzerland in the ATM business is to outsource as much as


possible of services such as that,” the spokesperson said.

In addition, UBS would be willing to use a single provider


for terminal monitoring and for electronic journal collection,
storage and consulting, and also for monitoring and for
terminal inventory capabilities. “This is the current strategic
roadmap thinking in Switzerland with Project ATM Futura,”
the spokesperson said.

Project ATM Futura is open to all Swiss banks, and partici-


pation is optional. Two of its goals are the standardization
of ATM software and the creation of a buying syndicate to
establish a joint ATM monitoring system for Swiss banks.

“Our current ATM monitoring solution isn’t really a state-


of-the-art solution, and we are planning to change it,” the
spokesperson said.

The essential KPIs in a monitoring solution are availability


(processes, services), transactions, volumes, events, stock
and alerts, the spokesperson says.

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34
CHAPTER 3
Recommendations from
consultants and vendors
Carmine Evangelista, has been done. This generates a positive loop in the FI’s
chief technology officer at Auriga operational activities.
Q. Can you estimate the benefits in terms of increased Using Auriga’s WWS Monitoring, FIs typically improve their
ATM availability and greater operational efficiency that FIs self-service network availability by a full percentage point
have seen from using Auriga’s WWS Proactive Monitoring over previous levels. Thus, several of Auriga’s clients have
Manager software? achieved more than 98.5 percent network availability as
confirmed through independent testing.
A. In a medium-size ATM fleet (2,000-3,000 ATMs), after
nine months of using the WWS Proactive Monitoring Man-
Q. What are your views of the return on investment that
ager system, we observed an automatic problem resolution
banks can achieve with your solution?
success rate of nearly 12 percent. This was reflected in:
A. There are several benefits banks can expect to achieve
• An average 5 percent reduction in site visits by the
with a solution such as WWS Proactive Monitoring Man-
hardware maintenance provider;
ager, and these benefits directly affect the costs of the FI’s
• An increase that can reach 4 percent (in some cases, ATM infrastructure management:
5 percent) in the average availability of terminals in the
customer’s ATM fleet. • The number of on-site maintenance operations will
decrease, with an immediate benefit in terms of the cost
These figures relate to the Italian market, where FARO, a of the service. This is dramatically affected by the pro-
performance monitoring entity set up by Banca d’Italia, the activity of the monitoring system, where some “signals”
Italian Central Bank, measures banks’ ATM service levels, can be used to diagnose future faults in advance.
and there are penalties for each bank that falls below the
• The ATMs’ increased availability allows a greater
minimum service level of 95 percent.
number of operations, and, using the same number
The adoption of a proactive system such as WWS Moni- of ATMs, the FI can add different functions with a high
toring results in a big reduction of the number of out-of- ROI value.
service ATMs due to conditions that can be managed by • The positive loop described above increases the FI’s
branches, such as banknote shortages, paper out, simple operational efficiency, with an ROI in terms of fewer
jam resolution, etc. total hours spent by operational staff managing their
ATM fleet.
Operational efficiency is positively influenced by our
system, as it enables the staff who directly manage an
Q. Can you give me a brief overview of the key features
FI’s ATMs to efficiently identify and solve problems on the
of Auriga’s ATM monitoring solution?
devices, and they know their supervisor can verify if this

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ATM Monitoring Technology for Omnichannel Banking Systems

A. WWS Proactive Monitoring Manager is a robust, WWS Monitoring capabilities to augment or replace their
complete and proven monitoring solution for self-service existing infrastructure in order to optimally balance their
networks, including ATMs, kiosks and assisted service functionality, time to market and investment objectives.
devices, which generates meaningful data anytime and
anywhere and enables FIs to make empowered decisions Q. What is your view of the business case for deploying
that increase business performance and drive better con- proactive ATM monitoring technology?
sumer experience, attraction and retention.
A. When moving teller operations to self-service and
Far beyond a simple reporting tool, due to its data-gather- assisted-service devices, complexity and cost are added
ing correlation and analysis functions, our system provides to the self-service channel. The more complex the chan-
proactive monitoring rather than reactive monitoring. Some nel becomes and the greater the variety of transactions
of the key features of the solution are: performed, the bigger the challenge is for the monitoring
solution. A large part of this comes from the data FIs will
• Holistic and accurate reporting view;
require to understand — not just which physical aspects of
• Statistics and graphics; their network are working, but also what the customers are
• Technical monitoring and transactional monitoring; using and how they are using it.
• Remote operations management and commands; Consequently, banks must move toward more integrated
• Alarm management; solutions that provide a holistic view of the network, en-
compassing hardware status, cash management, trans-
• Ticketing system related to incident management;
action data, etc. Choosing the right monitoring solution
• Self-healing capabilities; to manage your self-service network means significant
• Monitoring user activity advances in availability, customer experience and busi-
ness performance.
• Alert system;
• Complete terminal inventory management system; Q. What are the barriers or challenges faced by ATM de-
• Software upload/download and release management; ployers wanting to deploy ATM monitoring solutions in an
omnichannel environment?
• Electronic journal storage, collection and consultation;
• Self-service terminal handling/driving; A. One of the big challenges is that there is a strong
pressure to maximize the lifecycle of legacy infrastructure
• Preventive maintenance and real-time engineer track-
investments.
ing activities.
WWS Proactive Monitoring Manager has been designed
WWS Proactive Monitoring Manager is already deployed
to be easily deployed to protect and complement existing
on a large scale by European banks, including multibank
legacy systems. As it’s based on an “agent-server archi-
institutions. The system can be deployed as part of a fully
tecture,” WWS Monitoring can be easily integrated into
integrated Auriga WWS Omnichannel solution or integrat-
the FI’s existing environment, as it is easily integrated with
ed directly with the bank’s existing infrastructure.
third-party ATM software applications as well as third-party
WWS Proactive Monitoring Manager is highly modular, not trouble ticketing systems. The WWS architecture and
only in terms of the service channels it supports — such standardized connector components ensure that new data
as ATMs, assisted-service devices and kiosks, but also as providers can be connected to the system without disrup-
it relates to the shared business services available through tion to the existing business services.
each channel — from basic monitoring features to proac-
tive monitoring, software downloading and electronic jour- Q. What are the essential KPIs that need to be provided
nal management. Banks can deploy any combination of by an ATM monitoring solution?

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ATM Monitoring Technology for Omnichannel Banking Systems

A. Some standard KPIs must be provided by default by a • Field Engineer App — a mobile and tablet app that pro-
monitoring system in order to provide a summary of the vides support for field engineer dispatching, tracks the
performance of the whole ATM network or of a specific field engineer’s actions step by step, provides calcula-
ATM. The goals of these performance metrics are twofold: tions for optimal routes and feeds data into an asset-
to provide a real-time indication about specific manage- management system.
ment issues, and to compare the current situation with a
similar one in the past, in order to evaluate improvements
or identify deterioration in performance.

Standard KPIs normally are related to the service level


and to the volumes that the ATM network is able to reach,
such as availability, number of incidents and number of
cash-outs, but several KPIs can be marketing oriented.

Another class of KPIs is related to qualitative performance,


such as:
• Average transaction time;
• Number of transactions aborted (i.e., “Is my transaction
procedure simple and appropriate?”)

Q. What are your recommendations to ATM deployers


with regard to best practice for ATM monitoring in an om-
nichannel environment?

A. FIs can derive many benefits from choosing a proven,


vendor-independent solution to monitor the performance of
their network and increase availability. For example, there
is no cross-vendor conflict of interest, and the solution’s DAVID SMITH, business development manager
performance on the self-service network is achieved with at Auriga
complete neutrality on the hardware components.
1. Improvements in ATM availability
In addition, a set of integrated tools can increase the power
ATM availability is a combination of several factors. ATM
of the whole monitoring system in an omnichannel environ-
monitoring software is certainly very important, but opera-
ment. For example, Auriga provides two integrated apps:
tional procedures and the SLAs (service level agreements)
• Branch Staff Tablet App — a productivity tool that defined with hardware maintenance teams and CIT provid-
combines marketing and sales opportunities that can be ers are also important also.
addressed by meeters and greeters, with real-time in-
formation about the branch’s self-service hardware and Auriga’s customers have typically improved their ATM avail-
the customer’s transaction history. Thus, branch staff ability by up to one percentage point after deploying WWS
receive all the necessary information directly from their Proactive Monitoring Manager. If you have a big ATM fleet
tablet in order to increase the availability of in-branch and your availability increases from 98 to 99 percent, this
self-service devices and reduce the costs of unneces- is a very significant improvement. Moreover, in Italy banks
sary engineering callouts; are required to guarantee ATM availability of at least 95

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ATM Monitoring Technology for Omnichannel Banking Systems

percent or face penalties, so it is a major effort to increase software distribution tools can discontinue the license fees
this percentage by half or by one percentage point. on these tools.

Our customers also have reported significant improve- 3. Key features


ments in efficiency. In many cases, the size of the opera-
tional team required to manage the ATM fleet has been The WWS Monitoring’s trouble ticketing system can be
reduced by 50 percent or more. However, a significant integrated with a hardware maintenance firm’s service desk
element of these efficiency savings are more attributable so tickets can be automatically opened on the maintenance
to Auriga’s WWS ATM Smart Client technology rather than vendor’s system for increased efficiency and traceability.
purely its monitoring software. Auriga provides ATM monitoring and maintenance services
For example, one of our largest customers had 56 dif- for a number of its customers in Italy. As a consequence,
ferent versions of ATM software prior to installing WWS. Auriga continues to enhance WWS Monitoring through
These software variations were the result of different direct practical experience.
vendor hardware, different models, different peripherals, WWS Monitoring is modular, so customers can have
etc. Once WWS was installed, all the customer’s ATMs ran terminal driving and monitoring as a package, or they can
the same version of WWS ATM Smart Client. As a result, use their existing terminal driving software and just use
the system’s complexity was significantly reduced (56 ATM Auriga’s monitoring software as a stand-alone tool.
software versions reduced to one). This had a profoundly
positive impact on the reduction of downtime even before 4. Dashboarding
the monitoring advantages of WWS Monitoring were taken
You need dashboarding in order to see the state of health
into account.
of your ATM fleet. WWS Monitoring’s dashboard is divided
2. ROI into different views for different types of problems that
occur, such as low cash or out of cash. It can also provide
The remote management facilities within WWS Proactive geographical views.
Monitoring Manager generate substantial savings due
to reduced on-site maintenance costs. These facilities Using WWS Monitoring, customers can view ATM prob-
include the ability to issue device/ATM reset commands lems either graphically or in report form, and can see what
from the central location, automated (self-healing) rules kind of service levels they are achieving from vendors for
that can respond immediately to various event and status their network.
messages with escalation to human operators if needed
and a variety of remote diagnostic services. It’s estimated
that between 30 percent and 40 percent of on-site main-
tenance costs can be eliminated through remote (central)
resolutions.

Further ROI gains can be achieved by virtue of the inte-


grated tools within WWS Proactive Monitoring Manager.
For example, some customers use third-party tools for
software distribution to their ATMs. WWS Monitoring
includes an integrated software download manager for
the installation of operating system patches, smart cli-
ent upgrades, delivery of removable files and retrieval of
electronic journals. As a result, customers using third-party

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ATM Monitoring Technology for Omnichannel Banking Systems

STACY GORKOFF, vice president of marketing 89 percent availability, but the FI is operating at 99 percent
at Inetco Systems during peak usage times. By incorporating customer impact
metrics into their success criteria, FIs can maximize the
Q. What are the key issues in ATM monitoring and man- investment in ATM and real-time transaction monitoring
agement? technologies as a customer loyalty and incremental revenue
A. In today’s self-service environments, it’s more likely to generation tool.
be the dynamic applications, networks or back-end connec-
tions that cause consumer interactions to fail or slow down Q. What is your view of the business case for deploying
– not the ATM itself. proactive ATM monitoring technology?

So it’s questionable for FIs to base their success on the A. ATM deployers face major challenges. In addition to
metric of overall ATM availability. Although it’s still common maximizing their ATM uptime, they need to manage security
to measure the percentage of time ATMs can dispense risks, deliver optimal customer experience and generate
cash, this metric alone doesn’t take into account parameters meaningful data about their ATMs and customers to make
such as location, time of day or peak transaction times. This better management decisions. But this is becoming more
means that, with the overall ATM availability metric, we don’t difficult to do, due to:
get true insight into how the consumer is affected, or what • Larger volumes and more diverse electronic transactions
the impact of lost opportunities is.
ATM channel managers are facing an explosion
Today’s FIs are putting a greater emphasis on understand- in the volumes and types of electronic consumer
ing and analyzing the consumer experience. How many interactions and service types they must support.
transactions weren’t completed? How many negative cus- High-value transactions are now mixed with low-
tomer experiences occurred at an ATM during an outage? value transactions – everything from checking bank
How did this impact my brand, and what was the impact on balances to depositing six- or seven-figure checks.
customer acquisition and retention costs?
Obtaining complete, real-time “actionable intelli-
FIs are interested in customer impact metrics such as: gence” is more challenging than ever before.
• Impact of lost opportunities – still considering ATM • Greater infrastructure complexity
availability, but based on parameters such as location
of ATM tiers/groups, time of day or peak transaction There are a greater number of multivendor
times; devices, fraud and security applications, EFT net-
works and channel options to manage, including
• Transaction completion rates and failed customer inter- connections to third-party bill payment processors,
actions – this gives a better measurement of how ATM remittance services, etc.
network performance directly relates to the customer
experience; Many of today’s consumer transactions are often
cross-channel or cross-institution, where start and
• Transaction slowdowns – how many transactions didn’t end points are different. A transaction may start at
complete as expected by the customer, and as regu- an ATM but end at a mobile phone, or it may be
lated or agreed to by the service provider; that the back-end approvals are coming from any
• Cash usage rates – to predict cash in/out; number of value-added service and host authori-
• Average queuing times at ATMs. zation connections.
Best practices such as active/active switch deploy-
It could be an FI’s ATM network is available 98 percent of ment are becoming the norm, and so are distributed
the time, but most of the outages or performance issues oc- data centers, meaning that consumer transactions
cur at peak usage times. Also, maybe the ATM network is at

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ATM Monitoring Technology for Omnichannel Banking Systems

now follow multiple paths – some go to various pay- • You can significantly reduce the operational costs
ments switches, and more go to external applica- associated with time and resources to find the root
tions servers and third-party service providers. cause of issues that need repair. With a more proactive
• New application and system architectures approach to performance isolation, you can find and
resolve issues before your customers complain.
Many ATM channels now consist of multivendor
ATMs, third-party Software-as-a-Service, virtual, Q. What are the barriers or challenges faced by ATM
mobile and Web-based application services, deployers wanting to deploy ATM monitoring solutions in an
where real-time performance monitoring is often omnichannel environment?
limited by lack of support for all transaction types
and protocols. A. The main barrier for people wanting to deploy ATM
monitoring solutions is proving the value proposition to ex-
• Greater consumer expectations
ecutives who hold the buying power in their FI. This is why
Transactions need to complete within cut-off times the more scalable a monitoring solution is, beyond the ATM
or response time targets to meet customer (and in channel, the better.
some cases regulatory) expectations.
It’s also why the centralized capture and correlation of cus-
All this makes the task of monitoring integrated channel deliv- tomer transaction data is becoming so important. It instantly
ery and the end customer experience increasingly difficult. widens the value proposition by making it easy for channel
For ATM deployers, the ability to fix problems faster, in- managers, marketers, operations teams and data analysts
crease transaction-based revenue opportunities and deliver to instantly access the transaction data and customer ana-
an amazing customer experience starts behind the scenes, lytics they need to deliver more value to existing customers,
and indeed may have begun with ATM monitoring. acquire new ones and improve profitability through better
But transactions now take multidimensional journeys ATM placement and service offerings.
through the ATM environment. They move through many
links, servers and applications on their journey through the FRANCESCO BURELLI, partner at Innovalue
network. Whether there is risk of critical customer transac- Management Advisors
tions failing or slowing down when you least expect them to,
depends on the ability to achieve a real-time, holistic view Q. Can you estimate the benefits FIs have seen from using
into the end-to-end transaction journey, not just the individu- the new generation of proactive ATM monitoring systems?
al software, hardware or networking components.
A. ATM availability is the outcome of several factors, includ-
Real-time transaction monitoring solutions overcome many ing the type of monitoring systems deployed and how these
of the data collection and ownership challenges that are are leveraged to take preventive or remedial action. Overall,
worsening due to infrastructure complexity and growing we’re seeing three trends taking place:
transaction types and volumes. Some of the key solutions • The increased investment in and sophistication of ATM
provided by real-time transaction monitoring include: monitoring systems;
• You don’t have to worry about trying to access and • The increasing use of third-party/not-OEM ATM moni-
piece together fragmented data that is owned by mul- toring systems;
tiple teams.
• An ongoing wave of internalization where ATM opera-
• With automated end-to-end transaction correlation, tors move the ATM monitoring functions in-house. This
visibility into a multivendor, multiprotocol payments is particularly the case when the same outsourcer man-
environment isn’t an issue. ages the ATM monitoring as well as the ATM support.

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ATM Monitoring Technology for Omnichannel Banking Systems

Based on our experience, we’re seeing increased avail- Q. What are your recommendations to ATM deployers with
ability, improved ATM security and an overall optimization regard to best practice for ATM monitoring in an omnichan-
of ATM operations through the implementation of proactive nel environment?
ATM monitoring systems.
A. ATM monitoring is a mission-critical function of any ATM
Q. What are the barriers or challenges faced by ATM de- management that has an impact both in terms of ATM per-
ployers wanting to deploy ATM monitoring solutions? formance as well as in spotting and limiting fraud and crime
losses. From our perspective, the best practices are:
A. Legacy ATM infrastructure is by far the most significant
1. ATM monitoring is best performed by a single func-
barrier to the deployment of ATM monitoring solutions.
tion/unit monitoring the whole set of ATM services and
While siloed business units can potentially prove a chal-
capable of providing regular feedback to the other func-
lenge, the nature of the ATM business is such that a unified
tions. ATM monitoring should be jointly designed and
channel management approach is the best viable approach
regularly revised as a service unit that is supplied to
to ATM fleet management, regardless of the ownership of
other strategic business units within the wider organiza-
the service being deployed through the ATM.
tion. KPIs should be designed and set in a way to best
A unified ATM monitoring solution owned by the ATM serve both the spot management of the channel as well
channel management unit is in the best position to share as to provide input to each service’s strategic planning.
information and work together with the other parts of the
2. Adopt a unified and comprehensive monitoring ap-
business in order to optimize the services provided through
proach to the ATM channel. This includes any third-
the ATM.
party performance across all services that are provided
through the ATM fleet.
Q. What are the essential KPIs that need to be provided by
an ATM monitoring solution? 3. Adopt a real-time monitoring platform capable of provid-
ing a view down to a single transaction level. This has
A. The list of indicators can be summarized in two catego-
to be scalable, highly configurable and easily connected
ries: real-time and historical indicators.
to analytics software solutions.
Real-time indicators include:
4. Integrate and automate. Performance monitoring should
• Status indicators – for example, the actual ATM status be tightly integrated with a analytics platform as well as
(e.g., idle versus dispensing versus providing other ser- with a workflow solution whose reach should extend to
vices), cash levels and other dynamic indicators (e.g., the other units providing services through the ATM as
number of withdrawal operations completed and value well as to key internal and external strategic suppliers.
of cash dispensed). Some of these indicators should be
referenced against historical trends (e.g., daily season-
ality trends) in order to highlight anomalies of changes
in behavioral patterns that could either require some
optimization and adjustment or require investigation of
unusual behaviors.
• Fault information – for example, type of fault and time
since fault occurrence.

Historical indicators include statistical data about status and


fault information that can be used for real-time benchmark-
ing as well as for planning purposes.

© 2015 Networld Media Group | Sponsored by Auriga


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ATM Monitoring Technology for Omnichannel Banking Systems

ED O’BRIEN, director of Mercator Advisory A. Proactive maintenance is a world apart from the tradi-
Group’s Banking Channels Advisory Service tional world of ATM monitoring, as even simple tasks such
as remote reboot become the norm, which minimizes the
“It’s almost foolhardy not to have ATM systems monitoring,” need for field services. Indeed, we see remote diagnostic
O’Brien said. “It’s like preventive maintenance for your home tools removing the need for FLM (first line maintenance),
or car. Using ATM monitoring technology that gives you as this can now be performed remotely. The benefits to the
advance warning of problems means you can take care of is- ATM estate owner are reduced cost of ownership, better
sues ahead of peak time. For example, if you detect that the service levels and greater uptime for the ATM estate. The
receipt printer is about to fail, and you know that most people ROI for the estate owner is immense.
get paid on Friday and then withdraw their pay packet at an
ATM, you can do the repair by Wednesday. This will ensure Q. What are the barriers or challenges faced by ATM
an optimum service level for your customers.” deployers wanting to deploy ATM monitoring solutions in an
Running ATM monitoring systems means that ATM deploy- omnichannel environment?
ers can save on field engineer costs, as they don’t need to A. The cost of change is large for banks and IADs, as they
send field engineers out on routine maintenance inspec- must change not only their monitoring tool but also the pro-
tions to check every ATM, O’Brien says. cessing platform to one that allows remote interaction with
“ATM monitoring that feeds into a dashboard is very useful the ATM. There is then also a knock-on effect on the com-
for bank executives,” O’Brien said. “They can tell how wheth- munication infrastructure, as this must be aligned as well.
er they are getting 99.99 percent or 99.9 percent availability.”
Q. What are the essential KPIs that need to be provided by
Newer ATMs have more functionality, so they are more an ATM monitoring solution?
complex and need to be monitored more closely, O’Brien
says. “Being able to monitor not just ATMs but also network A. The essential KPIs are time to fix, uptime and cost of
performance is important, as network uptime is critical,” he ownership linked to maintenance costs. All of these lead to
said. “For example, if there is a network feed problem and higher uptime and lower cost of ownership.
you operate ATMs with a video teller function, then you can
redirect the video feed to another call center.” Q. What are your recommendations to ATM deployers with
regard to best practice for ATM monitoring in an omnichan-
Systems monitoring helps to provide an outstanding nel environment?
customer experience, O’Brien stresses. “A bank executive
once told me that the worst thing is when a customer of A. Several benchmarks exist. However, the key ones for us
your bank calls you to say an ATM isn’t working,” he said. at Retail Bank Consulting Group are moving from an aver-
“If you have too much downtime at your ATMs, you will age 18 FLM and SLM (second line maintenance) visits per
lose your customers.” annum to six to nine visits, along with availability rising from
98 percent to 99 percent.

The traditional method of managing ATMs through physical


ANDREW MARTIN, CEO of Retail Bank contact is the same as diagnosing a faulty car by disman-
Consulting Group tling key elements, whereas today cars are diagnosed
through computer links. The world of managing ATMs has
Q. Can you give an estimate of the benefits FIs have seen changed totally, and estates can now be managed remote-
from using the new generation of proactive ATM monitor- ly very efficiently with field visits only required in extreme
ing systems? circumstances.

© 2015 Networld Media Group | Sponsored by Auriga


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ATM Monitoring Technology for Omnichannel Banking Systems

We at Retail Bank Consulting Group manage ATMs remote- that the help desk can instruct the agent via XFS to reset
ly in Europe and the U.S. from a 24/7 help desk in the U.K. whatever isn’t working.
This couldn’t happen in the old world of ATM monitoring.
“Very few banks can add value to monitoring by doing it
themselves,” Tomaney said. “They do better to outsource
ATM monitoring to a third-party organization that can
JIM TOMANEY, managing director of Q-ATM automate the process. Real success in monitoring involves
“Many banks have legacy ATM systems and legacy ATM linking monitoring to remedial action as soon as possible
driving switches that are 15-20 years old,” Tomaney said. “So so that responses can be automated where possible, and,
they have an old-fashioned approach to ATM monitoring.” if not, a field engineer is dispatched to fix the problem.”

Tomaney recommends that ATM deployers include up-


graded monitoring technology when adding new features DANNY ROGGE, owner of Rogge Consult
or new infrastructure to their ATMs. “When banks upgrade
their ATM switches from Base24 to Base24 EPS or up- Q. Can you estimate the benefits that FIs have seen
grade from Windows XP to Windows 7, that’s a good time from using the new generation of proactive ATM monitor-
to upgrade their monitoring system,” he said. ing systems?
The vast majority of the effort in upgrading ATMs is not A. In modern branches where human cash tellers no
the technology itself, but rather the implementation of it, longer operate, it’s mandatory that self-service equipment
Tomaney says. “I think the process changes are the real is highly available. Unavailability means customers cannot
barrier to implementing new monitoring technology,” he be served with cash.
said. “Most banks aren’t organized in such a way as to
take advantage of omnichannel monitoring from a single Operational efficiency delivers a tangible benefit. In a
platform. For example, the ATM business unit will monitor major bank with 2,500 ATMs, a state-of-the-art monitoring
its ATM channel and the online banking department will system will easily generate savings of 32,500 hours per
look after the online channel.” year. That’s the equivalent of 20 full-time employees.

“A best practice in ATM monitoring is to use software that Q. What are the essential KPIs that need to be provided
puts a virtual agent on the ATM at the XFS level to monitor by an ATM monitoring solution?
the machine,” Tomaney said. “The virtual agent can take
care of problems locally and send reports to the help desk. • End-to-end availability of customer functions such as
In the past, ATMs were monitored by data being put into cash withdrawal, cash deposits;
the messages sent to the transaction host. So the Base24 • Technical availability of self-service systems (e.g.,
system would get a transaction request that included data card reader out of service);
for monitoring purposes, which is a very 1990s approach.
• End-to-end reasons for unavailability of customer
In the XFS world, you can have multivendor software.
functions (e.g., network unavailable, out-of-cash);
This means that any application can register with the XFS
layer, including transaction monitoring programs from • Incident rate;
third-party vendors.” • Call rate.
As an alternative to fixing a problem locally, the virtual As well as availability-oriented KPIs, it’s useful to provide
agent can send the event to the help desk, which will several business-related KPIs such as:
have rules for interpreting incoming events and for send-
• Average transaction times;
ing commands to the agent, Tomaney says. This means

© 2015 Networld Media Group | Sponsored by Auriga


43
ATM Monitoring Technology for Omnichannel Banking Systems

• Average amount withdrawn, deposited;


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week, time of month. is one of the leading European suppliers of software and
solutions for omnichannel banking. It provides financial
These business KPIs will allow FIs to install the right type
institutions with products, services and consultancy
and number of ATMs in the right locations, which could in
for managing self-service, Internet, mobile and branch
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Cash deposit and cash recirculation systems add a signifi-
cant number of KPIs, including: ATMmarketplace.com, owned and operated by Louisville,
• Jam rate; Ky.-based Networld Media Group, is the world’s largest
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• Cassette fill levels.

Q. What are your recommendations to ATM deployers


with regard to best practice for ATM monitoring in an om-
nichannel environment?

A. Include as many business-oriented KPIs as possible,


and provide business-oriented monitoring at the branch
level.

Integrate as much as possible with other channels’ moni-


toring systems (e.g., if a self-service banking channel
uses the Internet banking backend for transfers, then the
unavailability of that backend function will lead to unavail-
ability of the transfer function at the ATM. So ATM users
can be warned upfront that the function is unavailable).

Integrate ATM monitoring with incident and problem man-


agement systems, and with cash management systems.

© 2015 Networld Media Group | Sponsored by Auriga


44
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