Nedcor`s Technology and Operations division has signed a R3 million contract with CS Holdings to ensure the customer service provided on its self-service terminals (SSTs) is consistently superior.
JSE-listed CS Holdings` CS IT Solutions division has been tasked with maintaining Nedcor`s 340 SSTs installed countrywide for the next two years. The contract involves commissioning and decommissioning new and existing terminals as well as fault repair and software and hardware upgrades.
Clients use SSTs in Nedcor Bank branches and business centres to transfer funds between accounts, order cheque books and pay third-party bills. SSTs differ from ATMs in that they do not dispense cash.
Andre Niemandt, Nedcor`s general manager of ATM/SST/POS Operations, says the bank chose CS Holdings for its ability to provide a true value-added service. "We were looking for more than a break-and-fix partner," he says. "With a 10% reduction in monthly calls, we have already seen a marked improvement in customer service - and this will lead to a significant reduction in costs. CS Holdings has become an essential component in helping us provide a world-class service to our clients."
CS Holdings also provides a customer management service and training to SST custodians. In addition, it has set up a helpdesk in Gauteng and provides detailed reports on work carried out on the terminals, thereby facilitating reliable asset management.
"With these reports, we can identify any major recurring problems on the SSTs, and make the necessary changes. In the long-term, it will enable us to respond proactively to common faults," Niemandt says.
Henry van Bosch, business manager at CS Holdings, says the training formed part of a joint drive by Nedcor and CS Holdings to cut costs by reducing the number of technician call-outs to faulty SSTs.
"Custodians are now equipped with the necessary skills to attend to most faults without having to call out a technician," van Bosch says. "Should the custodian be unable to repair the fault, he or she logs a call at the CS IT Solutions helpdesk. The problem is either resolved telephonically or a technician is dispatched to the site."
Repairs are carried out by CS Holdings` 21 technical branches countrywide. In terms of the contract, CS Holdings must have the SST up and running within three hours of the call being logged at the helpdesk. "So far, the success rate has been excellent with an average repair time of less than two-and-a-half hours," says Niemandt.
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CS Holdings is one of SA`s leading business consulting and IT services firms, with a nation-wide infrastructure and staff of IT, engineering and business professionals. The group specialises in tailoring one-stop, integrated system solutions for large, corporate and public sector enterprises, from a broad suite of integrated application and technology service offerings across the range of processes, technology and people requirements.
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