Why FIs need to better monitor their ATM monitoring

By : Lisa Kellermeyer

March 28, 2016 12:30 PM

ATM monitoring and management deliver a range of benefits for financial institutions, but current solutions are not always hitting the mark in the ways that owners would like. Or, at least, it seems many financial institutions simply don’t know what their monitoring system offers and the improvements derived from it.


A recent survey of more than 100 financial institutions worldwide highlights some of the main capabilities banks want their solutions to deliver, covering everything from downtime and failed transactions to predictive maintenance and the ability to view the entire fleet at once.


But are these needs being met by their existing solutions?




Three-quarters (76 percent) of financial institutions have a monitoring solution that includes terminal monitoring features to collect data on status changes and indicate any potential or real problems.


Nearly as many (71 percent) are able to monitor technical problems connected with ATM hardware components in addition to transactional monitoring. But barely one in three (31 percent) said their monitoring solution includes proactive monitoring with automatic self-healing capabilities, automated incident processing and resolution flow. Worryingly, almost one in five said they didn’t know if their solution has these features or not.


Meanwhile, a quarter (27 percent) said their monitoring solution includes predictive maintenance features. Again, one-fifth said they didn’t know, while the remaining half answered “no.”


Half said their monitoring solution includes dashboards with a bird’s eye view ATM map, showing availability across their fleet. Fifteen percent didn’t know.


Only one in ten (11 percent) operate a monitoring solution that offers autonomous configuration of new key performance indicators (KPIs) without input from the supplier. Once again, a third said they didn’t know.




Half the survey respondents said their monitoring solution had made noticeable improvements to their ATM availability levels compared to before they deployed the solution. The rest simply didn’t know what the improvement was, which is hardly surprising given how many were unsure about the features offered by their existing monitoring solution.


But for those that do measure and track performance, there are clearly noticeable improvements. For example, a quarter (24 percent) said improved ATM service availability had reduced operational costs by up to 25 percent, while 14 percent said operational costs had been reduced by 26-50 percent.


Meanwhile, one in five (21 percent) of the respondents have reduced field engineers’ on-site activities by up to 25 percent, thanks to the improved ATM service availability. A further 17 percent said they had been able to reduce field engineer visits by between 26 and 50 percent.


Again, however, we see that many financial institutions simply do not measure - 62 percent said they didn’t know what the reduction was.


To see the benefits from ATM monitoring and management, it’s time for financial institutions to better understand what their existing solutions are delivering and how to measure the benefits. And if their existing solution is not meeting their needs, it’s time to consider replacing their legacy solution with the next generation, multi-vendor self-service channel management platform. It’s time for NCR.


Visit ncr.com for more information on how NCR’s channel management platform can help you benefit from ATM management and monitoring.


Lisa Kellermeyer

Global Marketing Manager

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Lisa Kellermeyer is a Global Marketing Manager for Management Solutions, based at NCR's World Headquarters in Duluth, GA. Lisa is responsible for the marketing of NCR's Financial Device and Transaction Management portfolio.