Through Prizm Payments Multi-vendor Service for Electronic Transaction Terminals (ETTs), a financial institution or a retailer can lower its costs and at the same time assured of guaranteed quality spare parts, 24x7 service as well as faster turnaround times – resulting in higher uptimes, increased customer service and lower costs.
With a Central Operations and Service Center (COPS) in Chennai, Prizm Payments has over 100 locations across India, 43 service depots and you are guaranteed to be no longer than 45 minutes away from a Prizm Payments service personnel.
First Line Maintenance
High availability of your Electronic Transaction Terminal (ETTs) network ensures serve more customers at each ETT which makes your existing channels more profitable while providing improved customer service. Prizm Payments Multi-vendor services are an investment in the profitability of your self-service channel.
Prizm Payments puts your consumer convenience to the centre of self-service channels and we define availability from the consumer’s perspective.
It believes in keeping ETTSs in good working condition to improve uptime, which increases your revenues and provides greater satisfaction to your customers. First Line Maintenance services are provided seven days a week and include the following functions:
- Currency Jams, Presenter Faults
- Depository Jams
- ATM Resets
- Second Line Vendor Meets
- Envelope Replenishments
- Supply Replenishments
- Receipt Faults
- Printer Faults
- Cartridge Faults
Second Line Maintenance:
Second Line maintenance encompasses all breaks and fixes mechanism needed to bring the specific ETT online and functional. This can include repairing or replacing parts within the ETT, and/or loading of software.
Our Second Line service team is trained on all current makes and models functioning in the marketplace of:
- ATM devices from NCR, Diebold and WINCOR
- POS devices from Ingenico, Verifone, Lippi etc.
- Kiosks from Intellivision
Centralized Operations and Service Centre
Prizm Payment’s through its Centralized Operations Centre offers Prizm Monitor®, an ATM status monitoring solution designed to increase the availability of your self-service terminals without adding capital expense.
This effective service also helps customers reduce operating costs and better manage the performance of your ATM network without investing in large operations infrastructure or monitoring equipment.
In many cases, Prizm Monitor receives the entire range of possible status messages directly from your ETTs. Unlike categorized or generalized messages provided by competing transaction processors, these instant status messages provide specific, detailed information about the nature of a problem, such as low cash or receipt paper levels, card reader problems, and printer paper jams. This detailed information facilitates more accurate failure analysis and more efficient problem resolution.
When a status message is received, we remotely dispatches a service provider or branch location employee based upon a pre-defined escalation procedure. Proper escalation virtually eliminates lost or ignored status events by monitoring the progress of each event and automatically escalating a call to the next level if the notified party does not respond promptly.
Escalation continues until a trouble ticket is resolved and the ETT in question is back in service.
Historical data and management reports help track ETT performance and identify problem areas. Customers can also use Prizm Monitor data to analyze cash usage trends and optimize replenishment cycles.
