Service

Assindo offers a comprehensive range of channel management and support services to banks to help them to manage their ATM network more efficiently. Our services include the following:

1. Helpdesk
2. Incident Management
3. Vendor Management
4. First Line Maintenance (FLM)
5. Second Line Maintenance (SLM)
6. Self Service Terminal Advertising
7. Electronic Journal Retrieval
8. ATM Cash Management
9. ATM Component Repairs

HELPDESK

A central ATM centre helpdesk is used to provide a single point of contact for the bank’s operations and management units. The helpdesk is the first point of contact for all ATM related technical and operational calls. These will be diagnosed, remotely fixed or if necessary, have engineers dispatched for technical repairs.

INCIDENT MANAGEMENT

The Incident Management service provides for the detection, tracking and management of all reported ATM faults from initial report until its final  resolution. Our service includes tasks such as call logging, dispatch, escalation, management and reporting of ATM and service vendor performance.

VENDOR MANAGEMENT

Assindo provides vendor management services to manage a banks’ existing and several service providers like ATM vendors, cash replenishment vendors, etc. This is to ensure a consistent management approach and to maintain a high quality service delivery according to the service level agreements.

FIRST LINE MAINTENANCE

First Line Maintenance (FLM) is generally described as repairs that do not require any tools. Cash jams, card jam removal, consumables replenishment (rolls/ribbons) and first line diagnostics are part of FLM and have traditionally been carried out by branch personnel and accompanied by armed personnel should the safe be opened.

SECOND LINE MAINTENANCE

Second Line Maintenance (SLM) is the repair of an ATM where the ATM fault requires a software or/and hardware engineer to attend to the fault. In this event, the repair is required as the ATM will be out of service. Assindo provides the necessary labour and parts to restore a failed or malfunctioned self-service terminal to an operating condition.

SELF SERVICE TERMINAL ADVERTISING  SELF SERVICE TERMINAL ADVERTISING (SSTA)

Allows the bank to automatically and efficiently distribute advertising screens, videos, software patches and applications to the ATM channel from one central point of distribution without having to physically send staff to the ATM to perform the software load. Unfortunate, this is generally practised by  banks in Indonesia today.  Many banks have realised the potential of an ATM network as a marketing channel for banking services. It is common to see banks advertising their banking products and services on the ATM idle screen. But this is not effective.  We provide the tools and services for software distribution to allow banks to electronically download software patches, advertising files and software updates to the ATM network either as a whole or selectively. This can also be performed based on a pre-determined schedule.

ELECTRONIC JOURNAL RETRIEVAL

The Electronic Journal (EJ) Retrieval will automatically execute at a scheduled time and for a set group of ATMs to retrieve the electronic journal of the ATMs. The journals will be used for ATM reconciliation and balancing. A status report for the downloading process will be generated to contain the list of ATMs where the retrieval of the EJ was not successful. This will initiate action to be taken to correct the problem.   We provide the tools and services for EJ retrieval for a bank to perform audit and safe keeping. This can also be performed based on a pre-determined schedule.

ATM CASH MANAGEMENT

Cash Management is the predictiveand proactive management of self service cash functions, including handling, cash-in-transit and replenishment scheduling. Through a proven and sophisticated algorithm, it is used to determine optimal cost strategies, identify potential costs savings, improve efficiency and provide regular reports.  A considerable amount of cash is dispensed from self service terminals on a daily and seasonal basis. With cash moving through an increasing number of locations, it is necessary that cash services are managed properly. Too little cash in the terminal network limits system availability and customer access (due to cash-outs). On the other hand, too much cash can mean wasted assets and lost productivity (opportunity loss). The accuracy and reliability of cash management is based on historical data of ATM transactions in the bank. We will use as much of this information that is available from the bank to build a historical trend of cash usage, cash replenishment, and cash dispense. This base historical information together with public holidays and salary pay schedules will then be used to forecast future ATM cash needs.  We offer services to coordinate a bank’s ATM cash management activities with the goal of optimizing the bank’s total cash usage cost. Achieving this requires the implementation of a centralized management point for all cash ordering, utilization, clearing and planning processes. Incidentally, this cash supply chain manamgement can also be applied to branches and bank vaults.

ATM COMPONENT REPAIRS

As an integral part of our service, we provide repairs to electro-mechanical devices including receipt printers, CRT screens, currency cassettes and cash dispenser modules.