ATM Monitoring tool - MIS

1. Name - Dharmendra Singh
Roll No. - 60
MIM - Batch (2014 – 17)

2. Background
 C-Edge has developed and verticalized the CRM software to
fit the ATM & payment industry - in terms of the unique workflow,
processes, business rules, validations, nomenclature, etc
 We have integrated the software with the ATM switch so that
data can retrieved real time
Ready Interfaces for RTGS, NEFT, CPSMS, ATM Switch, Swift
 We have successfully implemented solutions to various
companies in the ATM industry and understood the pain points
and filled the gaps
 End to End responsibility for CBS and related areas

3. C-Edge’s Advantages
 More than 8 Years of experience in Service
Management Domain
 Rapid Implementation & Deployment Techniques and
Methods
 Web based access of the product to clients
 Customized Solutions for the industry
 Successful & Proven Business Model of SaaS/ASP
 Partner Approach for Implementation (Additional Scope
of Work)

4. C-Edge ASPModel
24 X 7 Call
Centre
Courier/ Speed
post
Operations
Team
In house
RECON

5. Modules

6. MIS - Incident Management Process

7.  Calls created directly based on the error log from the Switch
 Real time monitoring of the ATM status
 Online availability of Engineers /Vendor (before Allocation)
 Call Center Portal (for creation/updation of calls)
 Warranty & Call duplication checking
 Call History (of the ATM/Site)
 Color coding (Based on Severity & Priority)
 Notification & Alerts (SMS/emails/Etc)
MIS - Incident / Complaint Management

8. MIS - Call Allocation Process

9.  Tracking of Calls can be allocated by Auto/Manual methods
 FLM/SLM are assigned based on the call attributes like
Area – based on City, Pin-code & Area mapping
Service Type – based on problem area (which is configurable for
each ATM)
Severity Based
Component – if a component has problem then calls are allocated to
concern vendor directly.
 Reassignment of call can be done through MIS. (SLA is recalculated
every
time reassignment occurs)
 For every ATM & its components - Vendor/Service Providers can be
mapped through MIS from database maintained.
 Assignment History - MIS
Allocation & Assignment

10. Call Disposition (Resource Allocation - MIS)
 Calls are automatically disposed based on allocation matrix
maintained in MIS.
 Check Engineer Availability and allocate
 Capture Expense details, by creating Distance/Travel Map
 Each Service/Vendor can be allocated by Pin Code mapping
 Each Service/Vendor will SLA Clock (for response and
resolution), which will vary for each Service type and ATM
location.
 Escalation/ Alerts – will send periodic Alerts and escalations as
Emails/SMS

11. MIS - Activity Management

12.  Update your follow ups an Call Close details.
 Analyze Cause/Symptom
 Create Knowledge Base whenever a peculiar problem is resolved
 Analyze Engineer/Vendor/Service Provider Performance
 Know the Cost incurred for each ATM Service
 Track the Spares which are used against Service calls, And update your
Inventory
 Know Idle/Wait Time (excluded for SLA calculations)
 Create Allied Calls when other problems are identified at site.
 Update calls and activity details through Mobile
 Monitor SLA/TAT (Escalation & Alerts inbuilt).
MIS - Activity Management

13. Equipment or ATM & Site Management Process

14. Portals
 Service Provider/Vendor Portal
 Bank Portal
Metrics
 Service Levels (SLA)
 Uptime/Downtime Monitoring
Reporting * Monitoring
 Escalations
 Notifications & SMS Alerts
 Approvals & Workflows
Analytics (360 Degree Views)
- ATM
- Bank
- Site
- City
- Brand

15. Thank You