Location:
Fairfield, CA

Project:
Provide service for a network of ATMs that include Diebold machines as well as competitor equipment.

Network Size:
Westamerica Bank is a regional financial institution with 89 branches in northern and central California and a network of 148 ATMs.

Service History:
Diebold has provided Westamerica's secondline hardware maintenance and service for several years. Three years ago Diebold also took over the bank's cash-handling and non-technical (firstline) service. In early 1999, Westamerica purchased a local bank with 33 machines from another ATM manufacturer. Diebold has been servicing those machines as well.

Many banks, including Westamerica, are expanding through acquisitions and mergers. In addition to adding branches and customers, these mergers also often bring additional ATMs, alarms and other equipment from a variety of manufacturers. Bank administrators face the challenge of either replacing or finding service for these "mixed vendor" systems. Servicing ATMs from multiple manufacturers could require relying on several different service suppliers. But customers prefer a single-source supplier like Diebold that is able to service their entire network, regardless of who manufactures the equipment.

After his bank merged with Valley Wide Bank, Westamerica Bank ATM analyst Jim Coburn found himself responsible for maintaining ATMs from another manufacturer, in addition to his existing network of Diebold ATMs. Valley Wide had a third-party company providing service, but Coburn wanted a single supplier able to take care of the entire network. He wanted the convenience of a single contact for any ATM service requirement, rather than coordinating the efforts of multiple service organizations.

"We did our homework and sent the service contract out for bid," said Coburn. "Diebold came back with an impressive game plan for how they would service all our equipment. They clearly did more homework than any of the other potential service providers. We are a long-time Diebold customer for equipment and service, so we were very comfortable with the idea of relying on them to fulfill this vital service responsibility."

Expanding Service Capabilities to Meet the Customer's Needs.
While Diebold field technicians were very capable of servicing their own equipment, they had limited experience with units like those just acquired by Westamerica. That required additional thought and effort in developing the service proposal.

"There were many similarities between the ATMs, so we knew our technicians could easy handle the maintenance," said Diebold Customer Service Manager John Eckart. "Just like an seasoned mechanic who is flexible and can easily adapt repairs to suit several different makes and models, we knew that our experienced Diebold technicians could readily provide the service necessary for the all of Westamerica Bank's ATMs."

Diebold's proposal included hiring additional technicians to service Westamerica's ATM network. It also detailed the training program that would be developed to ensure their competence in servicing the newly acquired equipment.

Eckart and his team then scouted potential suppliers to identify a reliable repair parts provider because the machines did have different parts that would need service. Once found, they developed a parts inventory and distribution system that would ensure having the right parts on hand to provide quick repairs.

With the backing of Diebold's entire service support organization in Green, Ohio, the northern California team was convinced that the investments in human resources and parts to service Westamerica Bank were the right thing to do. This significant investment would allow Diebold to provide single-source service for an important customer. It also opened new doors to providing this same single-source service to other customers with networks that include both Diebold and equipment from foreign manufacturers.

Diebold's service contract includes a total equipment service package for Westamerica's ATM network, including the use of a single telephone number to call for any service issues.

"Initially we may have had a few questions regarding Diebold's ability to service equipment that wasn't theirs and that perhaps they may have seldom serviced before," said Coburn, "but any concerns soon disappeared. We went into this contract with high expectations for network uptime. The ability of Diebold technicians to service non-Diebold equipment has surpassed our expectations and ATM uptime has shown a marked increase. I have also been impressed with the way their service managers take ownership of a problem, which frees me fromhaving to resolve day-to-day issues."

With 20 trained technicians and an efficient parts delivery system in place, the Diebold northern California team is now able to offer all customers in its area a comprehensive, single-source service program for networks that include ATMs from Diebold and other manufacturers. Diebold branches across the country are taking advantage of the expertise developed in northern California, as well as the replacement parts system to offer the same single-source service concept to their customers nationwide.