Do You Need a Device Monitoring Software for Your ATM?

Gregory Despain
Sep 4, 2018 · 3 min read

There are a lot of issues that occur in a self-service network. For someone, who is involved with the maintenance of ATMs, he/she has faced one or the other issue at some point in time even if it is the slightest software upgrade.

The system going offline, paper running out and cash jams are only a few of the issues to mention. Additionally, some of the financial institutions track the fleet investments manually and depend too much on hardware vendors which mean that they have very less control over their fleet inventory.

ATMs are of high priority globally and dependency on them has also significantly risen. When an ATM is out of service, there is a considerable loss for the financial institution as well, a loss of up to 10 cents per minute. This also imprints a negative perception on the customers’ minds when the consumers experience out-of-service ATM.

Owing to the above reasons more and more ATM Companies are now inclining towards better device monitoring solutions for their self-service networks. According to 2016 ATM and Self Service Software Trends, the reports say that almost 45% of the respondents have planned to replace their ongoing ATM monitoring software in the future probably starting this year itself.

How to remotely troubleshoot and diagnose ATM issues?

To improve effectively and efficiently, improve the operations of the self-service terminals: device monitoring acts as the eyes and ears for them. It responds positively as to what is working out and what isn’t. The Vynamic™ View “brain” determines all the probable problems in real time and also takes care to prevent any problem from prolonging before the issue crops up in the rest of the system. The technology also provides information about the self-service network’s performance. This is very convenient for the financial institutions as they can be aware of any upcoming problems and finally save a lot of time.

The Vynamic View has software solutions that also have an “agent” that serves as the eyes and ears of the ATM terminal. This also troubleshoots and diagnoses any problem to the Financial Institution. Wherever remote maintenance is possible, even that is performed. The major benefit of all these is the reduced service calls.

Consumers of today expect a lot from the financial institutions and ATM Companies. This is a challenge for the financial institutions as they have to optimize the availability without increasing the costs. This is quite overwhelming.

Around a third of what Vynamic View detects can be easily resolved. It sends a notification to the desired service team if the system is not able to solve the problem by itself. The service team then remotely accesses the terminal and attempts to fix the issues. Hence there is no need for the technician to physically visit. Almost 99% of the software issues are resolved here.

If there is no way that an issue can be resolved locally, only then an alarm is triggered and a ticket is generated. The remote access and operation of the terminals is available to the Financial Institutions as well. With such functionalities, the units can be restarted and screenshots can be taken very easily to keep a record.

Isn’t this a great way to save time and the efforts that were previously a part of the process whenever problem used to arise?

The service ticket managing process takes a lot of effort and time. With Vynamic View, there is an automatic process to identify and rectify the issues. For instance, consider each ticket service takes 40 minutes to resolve an issue. Now if there are 300 tickets per week for an ATM network, Vynamic View can approximately save 200 staff hours.

The monitoring of data can also be integrated with mobile apps for the convenience of the Financial Institutions and also consumers. The consumers can now see the nearest 10 closest available ATMs in their area.

Gregory Despain
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