NCR Corp. and Wells Fargo Armored Services Corp. have formed an alliance to jointly provide financial institutions with a complete range of management services for automated teller machine networks.
The new maintenance program is called Alliance Plus and is designed to provide complete ATM services through a single point of contact.
Each organization brings a different expertise to the relationship.
Wells Fargo Armored, an Atlanta-based subsidiary of Borg-Warner Corp., provides first-line maintenance services to ATM networks, including cash replenishment and deposit processing.
Has 160 Offices
Under the terms of the agreement, Wells Fargo will also handle such common problems as currency jams, ATM cleaning, and ribbon replacement. It maintains 160 offices around the country and services more than 20,000 ATMs.
Dayton, Ohio-based NCR is a subsidiary of American Telephone and Telegraph Co. that develops a wide range of products, including ATM terminals and other technology solutions for banks.
Under the terms of the Alliance Plus agreement, NCR will provide installation, preventive maintenance, and second-line maintenance services, including hardware repair and system replacement. NCR employs more than 5,000 field engineers in the United States servicing NCR terminals as well as ones manufactured by companies such as Diebold and International Business Machines Corp.
"Our objective is to provide banks with one-stop shopping for all their ATM servicing needs whether they use NCR terminals or terminals manufactured by another company," said Michael Zoellner, an NCR product manager. "Customers no longer have to contract with two, three, or more vendors for different services. They no longer have to worry that when something goes wrong that they are calling the right office or vendor. With Alliance Plus, once that call comes in, we handle the solution."
Mr. Zoellner said that customers can expect a 90-minute response time for both first-line and second-line maintenance services. In addition, they can choose to pay one fee covering unlimited calls for first-line maintenance.
"We're hoping to create a worry-free service for our customers," said," Mr. Zoellner.