DAYTON, Ohio — NCR Corporation, one of the leading ATM manufacturers, has rolled out a new program aimed at credit unions and community banks with ATM fleets between 10 and 350 machines.
Dubbed Complete Care, NCR said the program will help small- to mid-sized financial institutions manage all of their ATM services needs by providing a complete suite of services, all monitored and guided by an account support manager uniquely familiar with the specifics of their customer's ATM channel environment.
With Complete Care, a personalized account support manager is assigned to work directly with the customer to monitor ATM channel performance, determine root cause of ATM downtime, review service performance reports with the customer on a monthly or quarterly basis, and provide ongoing support to maximize ATM uptime, the manufacturer added.
Recommended For You
"Complete Care is designed to provide the individualized attention that community banks and credit unions often need, backed by the world's most experienced ATM service organization," explained John Di Leo, vice president with the company. "With Complete Care, the financial institution doesn't have to spend time on day-to-day operational management to ensure their network of ATMs is up and running."
Phil Kasper, a vice president with NCR, said that the Customer Care program was an evolution in member service for the company, which was meant to supplement customers' first and second line ATM service, not supplant it.
First line ATM service includes service of ATM machines that doesn't involve parts or tools such as supplying the machines with case or receipt paper. Second line ATM service includes things like preventive maintenance and repairs. Customer Care, Kasper explained, would handle things like making sure that maintenance schedules were kept up across the ATM fleet and doing follow-up on any ongoing situations with parts or service.
"Without Customer Care, a credit union will be more on their own when it comes to service," he explained. "With Customer Care, the credit union will have one person they can call to help resolve a service issue."
Kasper added that the Customer Care program is not restricted to just NCR machines.
© 2025 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.
