November 06, 2017 | THOMAS KARAKALOS
We talk to a lot of ATM Operations Managers, and we know how much they care about each and every one of their ATMs. It is not uncommon to hear them referred to as their children. I can appreciate the mentality – the self-service channel is vital to providing an excellent customer experience, and ATMs do require constant care and feeding.
But often in our conversations with banks and credit unions, we discover that branch staff are spending precious seconds, minutes and even hours taking care of the self-service channel, detracting from other higher value activities that they could be focusing on. Let’s think for a minute about what that means for the customer experience in the branch.
The fact of the matter is, we get 86,400 seconds in a day. We sleep 25,200 of them away. Your branch employees have just about 32,400 seconds each business day to connect with their consumers, forge relationships, sell product and generate loyalty. If they’re bogged down with replenishing cash, cleaning ATMs, responding to self-service malfunctions, and managing third-party vendors, how many seconds is your organization losing out on each and every day? These are critical seconds, minutes and hours that your staff should be engaging directly with customers.
Yes, ATM uptime is critical, but so is the in-branch experience. So where should your priorities lie? Time is our most precious natural resource – your employees can’t get it back, and neither can your customers.
Many customers that I speak with are having challenges with branch staff priorities and productivity. It’s not that they don’t know what they should be focused on and are not productive. There is just too much that needs to be done to satisfy customer needs directly, and the self-service channel often gets neglected, or takes time away from important customer interactions.
Without additional resources and specialist service providers in this space, branch staff often end up settling for status quo. How many times do we hear them say “I shouldn’t have to do this, but unfortunately if I don’t, no one will…”? I have heard cases of branch staff spending up to two days a week just dealing with ATM related issues, monitoring ATMs, managing cash and dealing with vendors.
The fact of the matter is that every second matters. In today’s world with our epidemic of “not enough time in the day,” does it make sense to continue with business as usual? Or is it time to decide that trusting in a managed services provider, such as Diebold Nixdorf, can help you get the most of every single one of the 32,400 seconds you have to engage with your consumers? Our experts are backed by a deep global knowledge base and robust infrastructure. Let’s talk about how we can help manage the day-to-day operations of your self-service network, so you can make team’s every second count.
Let us show you how we can free up time in your day to manage what matters most…your customers. Our fleet management solutions will give you more time back in your day.