Bank of New Zealand and Predictive Services Case Study

Bank of New Zealand (BNZ) is one of New Zealand’s largest banks and has been operating continuously since its first office was opened in Auckland in 1861. Today it operates as a subsidiary of National Australia Bank and employs over 5,000 people in New Zealand. With over 170 stores and a network of more than 450 ATMs, BNZ offers a full range of financial services to almost a million customers.

In a country of just 4.5 million people, New Zealand’s handful of major banks operates in a fiercely competitive marketplace. Continuous innovation and improvements in customer service levels are critical to attract new customers and hold on to existing ones. Against this background, BNZ invested over NZ$200 million in 2010/11 upgrading its physical retail and business banking network to provide a fresh and competitive service offering.

As a long-standing technology partner to BNZ, NCR Services was already providing managed services, including help desk, second line maintenance (SLM) and incident management to support its growing ATM network. Under that agreement, BNZ was regularly achieving network availability of 98.5%, a figure widely accepted as ‘world class’.

Driven by its culture of continuous improvement (CI) and to differentiate itself still further, BNZ sought to push the availability of its ATMs beyond this threshold and deliver the highest levels of service delivery and convenience of any self-service network in New Zealand.