Case Study – Customers ATM

I wanted to share a newly released case study with members of Bank Innovation. This case study features Customers ATM, a member of Customers Limited (ASX: CUS),and Australia’s largest independent provider of Automated Teller Machine (ATM) payment services. The Company operates more than 5700 ATMs throughout Australia, including a range of bank branded ATMs such as Bank of Queensland, Bendigo Bank, Arab Bank and Citibank Australia. Owning more than one in five ATMs throughout Australia, the Company is responsible for processing millions of cardholder transactions each month.

Customers ATM provides banks and merchant customers with the most reliable ATM network and service offerings in Australia. Here’s what Clint Walked, COO for Customers ATM reports:

“The detailed, real-time transaction intelligence we capture with INETCO Insight is a key differentiator between us and our competitors. Proactive isolation of network-, switch-, or ATM- related issues that impact the completion of payment transactions means more reliable revenue generation for our customers.”

-Clint Walker, COO, Customers ATM.

INETCO Insight helps Customers ATM to provide banks and merchant customers with the most reliable ATM network and service offerings in Australia though: 

Real-time visibility into the performance of the Customers ATM payment processing switch

• Enabled Customers ATM to confidently move their payment processing services in-house for better quality control and ATM network reliability, without having to increase support resources
• Helped Customers ATM to decrease the risk of service disruptions and provide one of the most stable ATM networks in Australia 

Refine a proactive isolation approach and efficiently obtain IT solutions

• Improved operations visibility helped Customers ATM quickly identify service provider failures, network outages, payment switch delays or individual ATM performance issues before they could impact transaction completion times, settlements and approval rates
• Automated the support-intensive problem resolution process of piecing together fragmented information to gain a full, end-to-end view of transaction path and individual ATM performance 

Differentiate financial service offerings from competitors

• Obtained real-time visibility into payment transaction performance and card activity for each of their financial customers through flexible user interface configuration
• Improved both inter-departmental and external customer communications with in-depth transaction intelligence, reporting and graph trending capabilities

For the complete story, visit: http://www.inetco.com/docs/Case_Studies_2011/Case_Study_Customers_ATM.pdf

I hope you find this information of value.