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Transforming ATM Management

Copyright 2013 ESQ Confidential

Agenda
One-Stop-Shop for SST Management
Introduction
Success Stories Worldwide
OPERATIONSBRIDGE next generation of ATM Management

Business, IT & Operational Analytics

ATM State & Transaction Management

SST remote management capabilities

Helpdesk & Ticketing

Cash Management

Asset & Inventory Management

POS Transaction Analyzer increase merchant performance


Q&A

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Enterprise Solution

Real-time, web based ATM state & transaction management

Performance analytics for IT, Operations & Business LOB

Solution is PCI DSS compliant & supports multiple EFT switches

Evaluates best performers and non-performers ATMs

Accurate root-cause analysis ie: differentiation between FLM-SLM faults

Automation to remotely control the ATM devices ie: command & control etc.

Predictive Analysis - Reduce number of service interruptions

Improve customer experience & reduce TAT

Build-in Fault tolerant for zero data loss

Data correlation from multiple-touch points

Out-of-the-box business rules to manage KBI and KPI

Track Service Levels & Vendor Performance

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Select clientele Banks, Stock Exchanges, Payment Processors etc.

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Switch and Agent-based Monitoring Solution Architecture

ATM
ECOSYSTEM

Operations
Bridge

HOST ENVIRONMENT
WEB
SERVER

RMM AGENT

RMM AGENT

EFT Switch

APP
SERVER

SQL
DATABASE

RMM AGENT

RMM
SERVER
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Business & Operations Dashboard

Transaction
Analyzer

Content
Distribution

EJ
Upload

Quick Return-On-Investment
Key Metric

Availability Improvement by 7%
* Better Vendor Management
* Transaction approval
improvement (both ONUS &
NOT-ONUS)

Reduction in FLM calls by 35%


* Better Remote Diagnostics
* Real-time EJ

ROI
US$ 775,000 y-o-y

No. of ATMs
Avg. TNX per day per ATM

190

Not ONUS TNX

40%

Avg. FLM calls per ATM p.a.


EJ loss per day
Bank Cardholders

Increased Operational Efficiency


* Real-time data
* Better Operational Analytics

Improved Customer Experience


* Increase in Transaction Volume
* Reduced TAT

5,000

36
1.5%
6.5 mio

Growth of ATMs p.a.

15%

Avg. TNX declines

6%

Source (2012): Large private sector bank in India

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ATM SERVICE IMPROVEMENT

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Integrated ATM Life Cycle Management


Dash boarding for different business units
Real-time state & transaction monitoring
Interactive reporting
Business rules driven
Accurate root-cause analysis
Trend Analysis
Sharing information

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SST OperationsBridge
ATM State Management

Business Management

IT Management

Prioritization by Profitability

Predictive Analysis

ATM Type, Location, Season, Time,

Reduce number of service interruptions

Minimize Service Calls

Problem Identification

Cash Outs

Communication Problems

Maximize use of ATM

Supervisory Mode

Better Cash Management

Out of Service

Eliminate False Calls

Availability based on Tech Live & Cash Live

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Remote Management

Automatic discovery of Operational ATMs

Executive Dashboard

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Operational Dashboard - Overall ATM Availability, Vendors performance

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Incident Statistics (region, city wise)

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Profiling SSTs (types, region etc.)

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Top/Least performing ATMs

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Drill down information

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ATM Transaction statistics

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Acquirer statistics

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Transaction activity analysis

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Transaction Decline Status

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Execute commands

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Scheduling ATM business hours

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User profiling

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Web interface for ATM monitoring

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ATM availability per hour

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ATM SERVICE IMPROVEMENT

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RMM ATM Agent


ATM Remote Management and Control

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Agent supports Multi-Vendor environment


Accurate ATM information for root-cause analysis
35% reduction in FLM calls
Real-time and ad-hoc retrieval of EJ and other log files
Advertising screens and picture file updates
Supports industry standard XFS & SNMP
Software Distribution [upgrade, patch, bug fix, etc.]
In-built EJ viewer with search and print capabilities
Enables command & control on ATM and its subcomponents
ATM Asset Management and Tracking
Improve customer experience

Multi-source data collection

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Incident Manager
Incident Management, Dispatcher Module and Site Management

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Automatic creation of trouble tickets and dispatch


Manual creation of tickets
Amendments/modifications in the tickets
Addition of user comment/responses against the follow-up
Defining Escalation matrix
Defining SLA and its adherence/management using color coding
Generates and sends alerts through email/SMS
Automatic closure of tickets on problem rectification
Public/Private Ticket Comments
Multi-level support group definitions
Two way Integration with external Ticketing Systems

Incident Dashboard

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Asset Management

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Terminal Asset
Serial No.
Location
Go-Live
HW/SW details
Location
Network
Operational & Business
performance metrics
Partner/Vendor

Detailed fault report by terminals

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Faults summary by day report

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Thank you

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Copyright 2013 ESQ Confidential