TSB Bank and NCR sign five-year ATM contract
Written by Anthony Strzalek
TSB Bank has signed a five-year deal with NCR which will see the software firm provide managed services for TSB’s 900-strong ATM network.
The contract covers remote ATM monitoring, incident management and help desk support for TSB’s branch partners, and 24/7 second line maintenance to ensure high availability of the bank’s self-service channel. NCR manages the service performance and provides reporting and deep dive analytics on all incidents and service calls.
As part of TSB’s move from its current platform, which it rents from Lloyds Banking Group, the bank was looking to renew its services contract. During a visit to NCR’s services operation centre in Belgrade, Serbia, TSB was impressed with the skills of the team, their energy, the language capabilities and dedication as well as high service-level results.
Mike Corran, TSB procurement and property director, said: “TSB’s high-tech transformation is gathering pace. Our move to the new system will make us more responsive, agile and innovative, which will accelerate our mission to make banking better for all UK customers.
“As we prepare for the transition to this new banking platform, it’s important to us that we continue to deliver excellent service to our customers. With NCR as our partner, we are confident that we will be providing the best possible service to TSB partners and customers.”
Mark Vigoroso, vice president of product management and technology at NCR Services, added: “Banks have to consistently manage every aspect of the self-service channel to drive customer satisfaction. NCR’s managed services help financial institutions make the best use of their available resources to provide high availability of their ATM network and deliver a consistent customer experience.”