Diebold and Axeda Resolve Issues and Reduce Downtime with OpteView(r)
Challenge
To implement a remote monitoring and diagnostic capability into a new line of Opteva ATMs, enabling Diebold to reduce field service visits and minimize system downtime
Solution
Axeda® ServiceLink™ — branded as OpteView® — enables Diebold's remote support operators to use remote diagnostics to reduce field service visits and improve first-time ATM repair resolutions
Results
• Approximately 17 percent of total issues resolved remotely
• Overall downtime for the OpteView product line reduced by 15 percent
• Turnaround time for problem resolution reduced from an average of one to three hours to fewer than 30 minutes when remote corrective action is successful
• Virtual "over-the-shoulder" support provided for additional issues
• First organization to earn Worldwide Business Research's Field Service Award for best service and support strategy
