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Want to improve customer delight at your self-service devices by resolving issues before they happen?
Improving the consumer self-service experience through predictive, proactive IT management An NCR White Paper
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Introduction
1
Self-service is so deeply embedded in our everyday lives that it is hard to remember life before 24-hour ATM access to cash, fast airline check-in and store self-checkouts. Consumers take advantage of selfservice technologies to get reliable access to services where and when it’s convenient to them. While consumers expect access to self-service, deployers of these capabilities understand that the highest levels of reliability and availability do not happen by accident. It requires ongoing vigilance and a commitment to continually improve the management of a self-service infrastructure. As organisations become more consumer-centric in the management of their self-service channels, their focus shifts from simply resolving incidents as they occur to recognising potential issues before they happen.
According to Gartner1, preventing incidents requires a combination of intelligent analytics, skilled technical resources to interpret data outputs, and a commitment to intervene and proactively implement controls that minimise the likelihood of a probable incident.
They are then putting a plan in place that reduces the number of service interruptions and ensures that when issues do occur, they have as little impact to consumers as possible. According to Gartner1, preventing incidents requires a combination of intelligent analytics, skilled technical resources to interpret data outputs, and a commitment to intervene and proactively implement controls that minimise the likelihood of a probable incident.
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Understanding the benefits of effective service delivery
2
To provide the best possible service for your customers,
when incidents occur, they should actively
your self-service solutions need to be available at
ensure that there are as few interruptions in
all times. Meeting that goal requires the ability to
self-service channels as possible. This can be
continuously diagnose your equipment and to adopt a
done by performing preventive maintenance
proactive approach to the management of your devices.
and addressing root cause issues rather than symptoms.
Hardware and software maintenance providers rely on a well-established process to deliver service. After being
•
notified of an incident, the provider will: •
extended outages contribute to the overall average time to fix, they have a powerful
Find the closest engineer to the location of the
impact on consumer experience. It’s critical
equipment and dispatch them to diagnose the
to not only manage the averages, but also
problem. •
Once diagnosed, the engineer will try to resolve the issue based on their knowledge, experience and available parts.
•
The number of extended outages: while
to remove outliers. Ensuring that customers are not faced with a nonoperational self-service delivery channel means understanding more about the devices. Detailed data
If the required knowledge or parts are not
collected directly from devices can be used to provide
available, a new appointment is made with
ongoing diagnosis—even before a fault occurs.
the resources needed to fix the problem. This process will continue until the issue is resolved. Under this model, the focus is on “response time”— how quickly can the vendor make the initial contact
Valuable information that helps drive service quality includes: •
hardware, software and firmware details
on-site and begin diagnosing the issue? Unfortunately, a service vendor who is focused solely on meeting onsite response targets may not be a good match when your priority is to quickly get your issue resolved and begin performing transactions again.
The exact configuration of the device including
•
The age and usage of each component
•
System warnings from each component
•
Full service history details
Ensuring that your customers always have access to
By combining this data and searching for specific
your services requires that you manage and maintain
conditions that indicate a likely impact to your service
your devices in a way that maximises the self-service
delivery capabilities, you can proactively manage
experience. This requires reducing both the number
your estate and stop simply reacting to events as they
and duration of incidents.
happen. This gives you the opportunity to improve the
There are several measures of a vendor’s success in meeting this goal: •
Average time to resolve an incident: the
•
Predicting issues before they happen
•
Using diagnostics to ensure that the person
time from when the incident occurs until it is
with the best skill set is the initial service
resolved. This measure is driven by factors such
contact
as remote resolution rate and first visit fix rate. •
availability of your devices by:
•
Moving to a proactive maintenance model
Average number of incidents per device:
where worn and faulty components are
service vendors should not only respond
replaced before they fail
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Enabling intelligent device management The impact of predictive and proactive services on consumer experience Understanding more about your devices and moving from a reactive to a planned or predictive maintenance process can make a significant improvement on the availability of your solution. But it requires a datadriven predictive process rather than ad-hoc preventive
3 Understanding more about your devices and moving from a reactive to a planned or predictive maintenance process can make a significant improvement on the
maintenance and guesswork. New ways of identifying,
availability of your solution.
gathering and using data about your devices is required. While it’s important that devices are enabled to capture data that can be used to predict service issues ahead of time, this alone is not enough to successfully move to predictive maintenance. To adopt a reliable and customised predictive capability, a way to analyse data to find reliable indicators of future problems based on
The benefits of enabling intelligent predictive
the individual configuration and usage patterns of each
maintenance in your network will noticeably improve
device is required.
the amount of time your devices are operational and
A high-quality predictive maintenance model will have the following qualities: •
•
•
Devices that provide comprehensive
You will notice a reduction in the: •
Number of issues your customers experience
configuration and metrics, which can be used
by proactively replacing components as they
to generate predictions
approach their design lifespan
Predictions are based on business rules specific
•
Impact of unplanned support activities by
to each device and not simply aggregations of
performing service actions before an issue
averages across the network
develops to a point that it affects consumer transactions
Predictions should consider both the age of the components and any specific information indicating degraded performance
•
able to support customers.
The predictive system should be dynamic—
•
Repeat calls and extended outages by thoroughly diagnosing the issue before the incident is passed to a service technician
it should be able to measure the quality of predictions made and adjust the predictive rules based on those measures
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Speeding resolution through secure remote support
4
Planned maintenance through predictive and proactive
Remote support capabilities include both remote
services is important, but it cannot completely eliminate
diagnostic and remote resolution actions. Both
all unplanned incidents. An effective maintenance
are important and play a role in more responsive
strategy needs to ensure that unplanned events are
maintenance services. Utilising remote diagnostics
handled in the fastest and most effective way possible.
ensures that the initial response to incidents can be
In many cases, an issue can be quickly resolved by
made in minutes. By combining the data used for
a service technician who performs diagnostic and
predictive services with on-demand diagnostics such
resolution actions remotely. In fact, the Aberdeen
as module and event logs, a remote support technician
Group2, a research consultancy, says that firms enjoying
can quickly perform a full diagnosis on the device and
best-in-class performance are more than twice as likely
put in place a resolution plan. If the issue can’t be fixed
to rely on remote resolution of service issues. While
remotely, then diagnostic information, targeted repair
remote resolution benefits are clear, uncertainty around
advice and parts requirements can be made available
the security implications of remote service actions,
to the on-site service technician.
both for the self-service terminals and for the wider IT infrastructure, have traditionally limited its deployment in unattended, transaction-oriented solutions.
By combining remote service capabilities that recognise and address your security requirements with processes that quickly identify opportunities for faster remote
This concern has recently been overcome through
resolution, you can ensure that the right people are
remote access capabilities that specifically address
working to get you back in business in the shortest
security concerns by:
possible time.
•
Enabling remote service without requiring direct network or device access
•
Limiting remote service actions to targeted, pre-defined tasks that directly contribute to faster diagnosis and repair
•
Providing robust audit capabilities
•
Giving customers the ability to restrict access to remote functions without changes to the device’s configuration
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NCR Interactive InsightSM Delivering smarter services
5 •
Being able to see service data across an estate
The foundation for NCR Predictive Services is Interactive
of hundreds of thousands of self-service devices
Insight—a groundbreaking approach to management
lets us spot trends in reliability at the product
that helps ensure maximum availability for self-service
level. This analysis is provided to our solutions
and assisted-service devices. Interactive Insight collects
development and engineering teams to drive
and analyses data from various sources including
improvements back into product design and
incident reporting, device diagnostic data and incident
manufacturing techniques. The improved
resolution information to build a complete picture of
reliability this yields is available in every
the state of health of your devices. Having a single
new NCR device on the market today.
view of this data into each device enables us to drive continuous improvement for our self-service customers across many industries. We continuously analyse this data for individual devices, across customers, across service delivery regions and across product lines, looking for trends and patterns that can be used deliver a better and more timely service. •
For each device, NCR tracks component activity, alerts and warnings, service history and detailed configuration information to identify proactive service opportunities, perform detailed remote diagnostics and add support advice for service technicians.
•
through Interactive Insight combined with predictive analytics, NCR is uniquely positioned to deliver smarter services and improved availability to your self-service devices. NCR uses a four-pronged approach to delivering predictive and remote service capabilities to ensure you get the most from your devices.
Predicting component end of life Using activity information coming from NCR device drivers, we track the actual usage of the components in your self-service devices. As the device nears the end of its design or useful life, we flag the device for proactive replacement. Moving to a planned service action
For our customers, NCR’s Service Management
minimises the impact to your operations and enables
offer uses the data to track service performance
service to be performed at a time that minimises
across days of week, time of day, region, device
inconvenience.
type and other measure to help our customers understand our service performance and together identify areas for continuous service improvement. •
Using the extensive data and experience gained
Predictive component imminent failure NCR continually tracks components on self-service devices enabled with Predictive Services. Even before an issue is visible to consumers, we predict future
NCR also uses this data as a service
problems by identifying when a component is not
improvement tool by tracking our performance
working correctly. When this happens, we use this
by geographical region, giving us early warning
detailed diagnosis to schedule parts and a service
of new trends in service performance.
technician to correct the issue before it inconveniences your customers. This proactive, targeted service can dramatically lower the impact of component issues.
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Conclusion
6
Service intelligence
Companies are deploying self-service solutions to allow
It’s important to recognise that, sometimes, modules
their customers to interact and perform transactions
will still fail unexpectedly. Using a combination of device
where and when they want. As consumers have grown
configuration, service history and remote diagnosis, we
used to this convenience, their expectations for a quality
equip our technicians with detailed repair advice and
self-service interaction have risen dramatically as well.
parts recommendations to ensure that we get the right
It’s critical for service providers to keep the channel
person with the right part to the location to get your
available when their customers want to use it.
device up and running as quickly as possible.
To be successful, a service partner must not only respond
Secure remote fix assist
to incidents, but also anticipate them and ensure that
For certain types of problems, having immediate remote
the number and duration of unplanned incidents are
access to terminals can ensure that it is brought back
minimised. However, few providers are equipped to
into service within minutes. If an issue can be resolved
deliver this level of responsiveness. Providing valuable
remotely, the incident is routed to a remote resolver
insight into your network requires a repeatable decision
group to execute remote commands at the terminal
support capability based on an extensive and consistent
to bring it back into service. This group works under
body of service data. Leveraging NCR’s industry-leading
a strict time limit—if the issue can’t be resolved within
decision support capabilities will help move you from
a pre-determined time limit, an on-site technician is
a reactive incident processing operation to a proactive
dispatched with details on the incident as well as details
and predictive organization, delivering high-quality
about the actions already attempted. This is valuable
service to your customers, day in and day out.
information that speeds up time to fix and drives higher availability. Enabling this unrivalled level of service intelligence has been years in the making. To achieve the goal of delivering Interactive Insight, NCR has established
1.
Source: Gartner Inc. White Paper, “Marketing Essentials: How to Convincingly Articulate the Product Support Value Proposition,” December 2009
2.
Source: Aberdeen Group White Paper, “The Maturity of Remote Product Service,” April 2008
consistent enterprise-wide operations and data gathering for all NCR countries and territories worldwide. This common data-gathering framework is used by every one of NCR’s 13,000-plus service professionals around the world and forms the basis of our intelligent service capabilities. We use our access to this vast knowledge library to ensure that every service incident and every device is evaluated for opportunities to reduce time to fix and improve service performance.
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Why NCR? With over 125 years of global experience and knowledge, 13,000 consultants and technical support experts and a network of customer care centres, NCR provides best-in-class services across multiple industries. We help our clients around the world improve their customer interactions, implement change quickly and proactively, and transform their businesses to become leaders and change agents. We can help you, too.
NCR Corporation 3097 Satellite Boulevard Duluth, Georgia 30096 USA For more information on NCR, please visit: www.ncr.com/services
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NCR continually improves products as new technologies and components become available. NCR, therefore, reserves the right to change specifications without prior notice. All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your NCR representative or NCR office for the latest information. NCR Interactive Insight is either a registered trademark or trademark of NCR Corporation in the United States and/or other countries. All brand and product names appearing in this document are trademarks, registered trademarks or service marks of their respective holders. © 2011 NCR Corporation Patents Pending
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