Wincor Nixdorf, a German-based provider of IT applications for the banking and retail industries, has introduced its eServices platform in the United States for the first time.
Bits and pieces of the application, which connects Wincor Nixdorf service management with customers via an electronic network, have been available here before, says Steve Sims, director of product management for Wincor Nixdorf services in the United States. “But nothing in the holistic sense like we are introducing now,” he tells CRM Buyer.
The eServices platform includes customer care center/call handling, on-site services and standard reporting.
Multi-Vendor Service
Wincor Nixdorf is the world’s third largest supplier of POS systems and automated teller machines, and the number one supplier of POS systems in Europe, according to industry statistics. At the same time, it also services other manufacturers’ banking and POS products, maintaining manufacturer-approved parts and consumables from approximately 350 different vendors.
Wincor Nixdorf handles service requests from three repair hubs located in Austin, Texas; Paderborn, Germany; and Shanghai, as well as 50 authorized repair centers worldwide.
The new application links into this network, providing customers with greater, real-time visibility as to the status of their service requests, Sims explains.
Multiple Channels
The Wincor Nixdorf Customer Care Center, which is the customer interface in the service management process, includes the call center and help desk functions, and manages all internal service processes. Reporting services include documentation, fault report monitoring, and service level agreements (SLAs).
The application also provides a number of channels through which the customer can contact the company, including an EDI connection which allows information transfer based on business rules the customer sets. There is also a Web portal called iSupport that can be customized and integrated into Wincor Nixdorf’s CRM system, allowing the customer to open and check on the status of trouble tickets.
These channels all provide the customer with real-time status of its requests, Sims said. At the other end of the service chain, the application also enables the service repairperson with real time accessibility to the network and the customer.
“The Wincor Nixdorf eServices platform is a unique approach, because it allows customers to have fewer constraints when choosing the scope of preferred services,” said Ulrich Seemann, vice president of service, Wincor Nixdorf USA. “The eServices platform allows us to offer our customers a high degree of flexibility in turnaround time and pricing.”
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