Banking: How to maintain support services with third-party partners

One of the obstacles financial institutions (FIs) are experiencing during the pandemic is how to maintain regular support and services. To help our banking customers maintain the highest availability for their customers, we’re still offering services and support for financial institutions via our channel partners or directly in three ways: 1) business as usual, 2) remote and online, 3) innovative new methods.

(We also offer guidance on helping your bank staff handle basic first line ATM maintenance tasks.)

Ongoing servicing    

Many FIs are receiving the same level of servicing and support from third parties, like NCR channel partners. We're taking proactive measures to help protect our engineers, like having them work in rotation or shifts, keeping spare parts and tools in alternate locations in case of lockdown, using remote access tools when possible and providing necessary supplies for engineers that need to go in the field. To combat potential virus transmission, technicians are servicing units after hours when branches don’t have consumers or employees present. 

Regular communication    

Channel partners who service NCR customers by extension are still in contact with FIs. These partners may be working from home, but still have plans in place to provide continuous service. They can also service and push updates remotely, and some partners also have the capability to diagnose, fix, service and protect remotely, too.

Proving additional service options through innovation    

We're also seeing some third parties take an innovative approach to providing support for FIs during this time. Some forward-thinking partners are offering early installs/upgrades for branches that are currently closed due to the coronavirus. Community financial institutions are working with their customers to provide support during this crisis. And other partners are meeting with customers to share NCR hardware cleaning guidelines one-on-one.

NCR and our partners are ready to help    

We’re dedicated to servicing direct customers—and also to supporting our channel partners who keep our banking customers up and running. As always, NCR and our channel partners are working together as one team to help #KeepCommerceRunning.