Sparkasse Düren has renewed its existing service agreement with Wincor Nixdorf for a further five years and is outsourcing additional services to the IT company.
Sparkasse Düren will thus benefit from cost savings and a sharp reduction in its workload. In addition, a master agreement on replacing around 140 self-service systems by 2016 has been concluded.
Wincor Nixdorf has run the savings bank’s network of 160 self-service systems since 2009. The self-service systems are monitored around the clock and problems are reported automatically. All downstream processes that assist the Sparkasse Düren employees in fixing problems they can solve themselves or calling a Wincor Nixdorf service technician are managed centrally by the Wincor Nixdorf.
“Outsourcing the IT services was an important step for us. With Wincor Nixdorf, we have a partner for whom quality of service has top priority. By concluding this agreement, we aim to deliver greater service to our customers and offer high availability of our self-service systems at all times,” says Bernd Hecker, Director of Organization/Market Service at Sparkasse Düren.
Together with its service company Prosystems IT, Wincor Nixdorf provides the branches with a service desk to give employees on site support in all matters related to the self-service systems and appropriate software. In addition, Wincor Nixdorf is responsible for the entire administration of the self-service applications, including software updates, and also helps identify skimming attacks and clarify discrepancies by checking the transaction data and error logs. Functions are available, for example, to enable reports on retained cards, system outages or cassette fill levels. The bank receives the reports automatically and on a regular basis.
The self-service system master agreement concluded covers the replacement of ATMs, cash recycling systems and self-service terminals that are not Windows 7-compatible. Wincor Nixdorf’s services include rollout, software installation at the factory, installation planning, commissioning and all constructional measures to replace the old systems.