Cogent has developed CRM software tailored for the ATM industry. It has integrated the software with ATM switches to retrieve data in real-time. Cogent has implemented successful solutions for various ATM companies. Cogent offers advantages like over 12 years of experience, rapid implementations, customized solutions, and a proven SaaS business model. The software includes modules for incident management, call allocation, call disposition, activity management, equipment management, and other features like portals, reporting, and analytics. The target segments are ATM manufacturers, distributors, outsourcing companies, and banks.

2. Background Cogent has developed and verticalized the CRM software to fit the ATM 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 We have successfully implemented solutions to various companies in the ATM industry and understood the pain points and filled the gaps

3. Cogent’s Advantages More than 12 Years of experience in Service Management Domain Rapid Implementation & Deployment Techniques and Methods 100% web based product Customized Solutions for the industry Successful & Proven Business Model of SaaS/ASP Partner Approach for Implementation (Additional Scope of Work)

4. Modules

5. Incident Management Process

6. 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) Incident / Complaint Management

7. Call Allocation Process

8. Calls can be allocated 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. (SLA is recalculated every time reassignment occurs) For every ATM & its components - Vendor/Service Providers can be mapped Assignment History Allocation & Assignment

9. Call Disposition (Resource Management) Calls are automatically disposed based on allocation matrix 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

10. Activity Management Process

11. 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). Activity Management

12. Workflow & Approvals for spare request and receiving parts. “ Part Locator” to track the part across different inventory locations Complete Inventory Module Accessories Management Costing Multiple Stock or Inventory Locations Logistics Providers Spares / Part Management

13. Equipment or ATM & Site Management Process

14. 360 Degree View Service Calls Site Details Site History (Multiple IDs) SLA & Agreements Vendors Spares & Accessories Warranty Maintenance Activities Site Monitoring & Maintenance Allied Calls Equipment / ATM Site Management

15. Other Highlights SLA builder PM Schedule Mobile PM Calendar (Future) Multiple Entity Concept Knowledge Base Forums Download Center Admin Module Reporting/MIS/Dashboard War Room Concept/Control Center Data Security Access Rights

16. 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

17. Target Segment ATM Manufacturing Companies ATM Sales & Service Distributors ATM Outsourcing companies Banks