“Our goal with the managed services program is to tie ourselves to our customer’s success using the most important metric to our customers: uptime. To us, response time and number of technicians doesn’t matter. We care that when your customer goes to use the ATM, it works and they are able to complete their necessary transactions without issue,” said Sean Farrell, QDS, CEO.
Over a span of a few weeks, QDS and Peoples Bank built a custom agreement to meet the performance expectations of People’s Bank and create an uptime guarantee.
Achieving 99% ATM Up-time
When QDS took over service of Peoples Bank’s ATMs, the fleet uptime percentage was in the low 80s. After two months of utilizing managed services to monitor and remotely repair the ATMs, QDS improved the uptime percentage to over 99%. In addition to the performance improvement of the machines, QDS has been able to eliminate many internal tasks that were being handled by Peoples Bank staff, allowing them to refocus on more important projects.
“We are delighted with our decision to move our ATM service to QDS. The results have surpassed our expectations. To anyone looking to improve their ATM performance, we would highly recommend QDS and their managed service program!” said Kyle Merck, Peoples Bank Service Delivery Manager.
