Case Study: Diebold And Axeda Resolve Issues And Reduce Downtime With OpteView

Diebold's service channel accounts for more than half of the company's revenue. The company constantly strives to deliver higher-quality service, while financial institutions remain under constant scrutiny to reduce their operating costs, including those of outsourced services. This compelled Diebold to think beyond its standard service delivery by way of "rolling trucks" and explore more innovative ways to service machines.

With the technological trend to move to a more software-driven self-service terminal, Diebold sought to remotely service its ATMs over the Internet. However, given the sensitive nature of cash-dispensing ATMs, the company required a proven, secure solution.

"We needed to provide service more efficiently and cost effectively, while delivering higher uptime and productivity to our customers, which improve their revenue opportunity," explained Shelly

Ewing, senior product manager of service product management at Diebold. "Remote service software would allow us to service machines, while continuing to respond to issues within minutes as opposed to always sending a technician on site. Finally, when we do need to dispatch a technician, we can eliminate unnecessary downtime by remotely diagnosing the problems while the technician is en route to the ATM."