Diebold Nixdorf Automates Scheduling and Provides Visibility for Customers
Diebold Nixdorf is the largest global manufacturer and servicer of financial self-service equipment. Like any capital equipment organization, their customers rely heavily on their equipment to work because their business and customer satisfaction depends on it. For instance, banks and consumers rely on their ability to access their funds on-demand with an ATM. If people can’t access their money, they will not be happy.
Diebold Nixdorf receives a high volume of service tickets—about 10 million per year. They also face aggressive service level agreements (SLAs). Customers expect five to six hour resolve times from the moment they report their machine down. The company’s Global Service Technology Director Richard Johnstun explains that automation is their key business driver. He shares what his team likes best about working with ClickSoftware:
- Artificial intelligence (AI) driven solutions automate processes in the background. Johnstun’s team can rely on automatic scheduling optimization, routing, job bundling, and more.
- With the Internet of Things (IoT), machines can report themselves down and let customers know when a tech will be onsite within a couple of minutes. Customers are happy to have that kind of visibility because it allows them to plan their day.
- ClickSoftware’s solution allows Johnstun’s team to access capacity planning and workforce management data from a single source.
Watch the video below to learn why Johnstun doesn’t just see ClickSoftware as a solution provider, but as a trusted partner.
Categories:Artificial Intelligence, Customer Satisfaction, Customer Spotlight, Scheduling & Dispatch Management