2009 Remote Service Leadership Award Winner:
Diebold, Inc. - OpteView® Remote Services
Pictured: Paul Mercina (Diebold), Dale Calder (Axeda)




We invited Sumair Dutta, Senior Research Analyst - Service Management from Aberdeen to provide his perspectives on our 2009 Remote Service Leadership Award winner - here is what he had to say:

After reviewing a number of very compelling success stories tied to the use of remote service, Aberdeen selected Diebold Incorporated as the winner of the 2009 Axeda Remote Service Leadership Award - recognizing excellence in the implementation and use of remote service to drive enterprise and customer value.

Diebold's remote service journey mirrors that of a number of Best-in-Class service and manufacturing companies that Aberdeen has surveyed over the last couple of years. The company has followed an extremely aggressive implementation path in regards to the percentage of ATMs equipped with remote service capabilities.

Diebold introduced OpteView^® Remote Services in April 2006 with the aim of maximum ATM availability and enhancing service delivery efficiency. OpteView^® connects remote ATMs in real-time to the people and systems responsible for service and support and turning the data received about the ATM into actionable information. Diebold has experienced explosive growth in connected ATMs - with a 400% growth rate over the last 17 months alone.  This is far in excess of most companies surveyed by Aberdeen.

Rapid deployment isn't the sole hallmark of the Best-in-Class, but with the assistance of the aggressive roll out cycle, Diebold's service performance levels reflect those exhibited by the Best-in-Class in several KPIs. Some key results include:

• 20 percent increase in ATM availability (a key driver for customer satisfaction)
• 20 percent of total issues resolved remotely
• 19 percent reduction in field service visits - resulting in field service mileage reductions of 175 miles per ATM annually
• Issue resolution time reduced to 30 minutes or less (from an average of 1-3 hours)

The company also serves as a leader in innovation with regards to the use of remotely captured data. For instance, in the case of service issues that cannot be resolved remotely, Diebold ensures that root cause and recommended repair actions are communicated to the service technician prior to arrival so as to ensure faster resolution and higher first-time fix rates.  Forty-Eight percent (48%) of Best-in-Class companies in Aberdeen's 2009 Remote Service research indicated this level of maturity with the use of remotely captured data.

The company has also taken a lead in leveraging the value of captured performance data beyond the service organization. With the use of real-time performance data, Diebold looks to its engineering and product development teams to enable the development of a better ATM with better software and service/support solutions. This organization-wide sharing of data is a hallmark of the Best-in-Class companies that are surveyed by Aberdeen.

With access to performance data, the company is also looking to build new service offerings tied to asset or inventory management, software configuration or stack management to enhance the opportunities for service or services-based revenue flows. As the popularity of remote service technology grows among service and manufacturing firms, the provision of these revenue-generating services is a key differentiating node on the technology deployment roadmap of Best-in-Class companies.


Sumair Dutta is a Senior Research Analyst on the Service Management team at Aberdeen. He can be reached at sumair.dutta@aberdeen.com  - some of his work is available at http://www.aberdeen.com/channel/svc.asp