Support Structure

Service Desk Tool: An automated service desk tool is used for assigning task to Engineers across the zones. Task are assigned based on the regions where request is received from client. Our team of service desk officers are well equipped to provide best-in-class engagement for reported calls from the client.

The service tool automatically specified the resolution time from when a request is assigned. The resolution period is defined in line with the SLA from our client. The tool also gives reports of request that breached the resolution period for further review.

Number of Customer Engineers: Currently we have a total number of 60 CEs spread across the 6 Geo-Political zones of the country. The below table shows spread of CEs per zones:

Client: We currently support and provide different services to six (6) banks in Nigeria. We offer different services to different banks aside from Support on ATMs. Below Table gives the various services offered to the below banks

Models of ATMs Currently Supporting: We currently support Wincor Nixdorf, NCR, Diebold and Hyosung ATMs within the country. With our recent partnership with Hyosung for sales of ATMs, all our 60 CEs will undergo Technical training both Hardware and Software training with Hyosung in North Korea. The training will further enhance their skills with recent features of Hyosung Machines.

Part stocking Structure: We operate a regional and state part stocking structure. Due to the nature of the business and need for part request by our CE’s as well as the ability to ensure we work in line with SLA void of breaches, we ensure essential parts are always available in the regions and states.

Re-order level of Critical parts: Our re-order level is done in a manner that that ensures critical parts are always available on demand at the various Regions and states. This is also influenced by factors which are daily support calls received, rate of failures on site and lead time. It is also calculated by multiplying the average daily calls/failure rate by the lead time. We also have an inventory part management tool.

Agreement with Logistics Companies: We’re into partnership with some Logistics Company across the country as well as Airline which allows easy pick of parts from any location at the region and state for quick delivery and dispatch.

Software/Hardware Support

With our partnership and agreement with OEM the below support services and features of ATMs are available:
• Software Support
• Windows Patches
• System Upgrades.
• Biometric
• NFC
• QR
• CX Banking solution.

ATM VALUE ADDED SERVICES (VAS) OFFERED 

  • Software deployment (Intelligent Camera, Fingerprint Biometrics, Windows 10 Upgrade, Content Management, ATM Remote Key Loading, Near Field Communication (NFC) e.t.c), all Multivendor solutions.
  • Haulage of ATMs to various destinations of request.
  • 48/72 Hr Solar/Hybrid Inverter backup Solution deployment
  • ATM Part Supply
  • Fully kitted ATM Mobile Truck.