NCR Atleos banking customers: Frequently asked questions for financial institutions

We’re deeply committed to helping our NCR banking customers navigate in uncertain times as the coronavirus continues to impact businesses around the world. We’ve compiled answers to frequently asked questions to help you stay informed.

How will the pandemic impact NCR’s manufacturing supply chain and the ability to ship ATMs currently on order?                                            

Our focus is on the safety and well-being of our employees, who are vitally important to supporting you and your business, and the communities where we operate. Our other primary area of concern is the safety of and continued service to our customers.

We want to minimize service disruptions or impacts to your business. Our goal is to offer the level of quality, responsiveness and support that you have come to expect from NCR.

We have instituted guidelines to limit virus spread and keep our employees healthy.

We are providing ongoing and transparent communications for our employees regarding our continuity plans and new preventive measures. We also established a direct line of communication to our coronavirus response task force that every employee can use to ask questions and get additional information. 

We have also implemented operational enhancements, in alignment with public health authority guidance, to limit employee and customer exposure to the virus.

Are installations of new ATMs impacted?                                            

We are continuing to deliver service.

Governments around the world have implemented new guidelines, including restrictions on gatherings, cross-border movements and so on. We anticipate further restrictions in the coming days. Our task force has proactively worked with each of our critical business functions and support facilities to adapt to this new working environment while we implement our own continuity plans.

We do recognize that these restrictions in mobility will have some impact on our service levels. Our intent is to minimize this as much as possible. Specifics on the modifications of our service levels will vary by country and over time. We will be keeping our local account and support teams fully updated on this. These teams will be your best source for the latest information.

For a newly installed ATM, can you assure that it has been properly sanitized? 

While our customer engineers will do their best to clean an ATM upon installation, we recommend all financial institutions follow these guidelines for properly cleaning equipment.

Will the release of new NCR products be impacted?                                            

We want to minimize service disruptions or impacts to your business. Our goal is to offer the level of quality, responsiveness and support that you have come to expect from NCR. NCR has implemented our business continuity plan to ensure business-critical functions and NCR employees continue to work and deliver for customers. 

Can I expect the same level of maintenance service per my contractual agreement?                

Governments around the world have implemented new guidelines, including restrictions on gatherings, cross-border movements and so on. We anticipate further restrictions in the coming days. Our task force has proactively worked with each of our critical business functions and support facilities to adapt to this new working environment while we implement our own continuity plans.

Will my regularly scheduled preventive maintenance visit be suspended?          

We do recognize that these restrictions in mobility will have some impact on our service levels. Our intent is to minimize this as much as possible. Specifics on the modifications of our service levels will vary by country and over time. We will be keeping our local account and support teams fully updated on this. These teams will be your best source for the latest information.

How is NCR addressing service continuity from its Center of Excellence in Belgrade, Kuala Lumpur or other locations?                                            

We have implemented several actions through our task force including:

• Instituting guidelines to limit virus spread and keep our employees healthy. 
• Providing ongoing and transparent communications for our employees regarding our continuity plans and new preventive measures. We also established a direct line of communication to the task force that every employee can use to ask questions and obtain additional information.  
• Implementing operational enhancements, in alignment with public health authority guidance, to limit employee and customer exposure to the virus: 
• Implementing access restrictions at our global facilities, including strictly limiting visitor access to both our manufacturing and office facilities. 
• Highly restricting all NCR business travel. 
• Instituting thermal readings at key locations around the globe. 
• Providing safety guidance and supplies appropriate for our field employees and the nature of their work in line with the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO).

Should I cancel my upcoming visit to NCR?                                            

NCR offices are closed to visitors at this time. Please work with your account representative to plan a date in the future.

Can exterior surfaces of an ATM be cleaned with detergent or soap and warm water?                      

Refer to NCR’s guidelines on cleaning NCR hardware.

Can the virus be transmitted by touching an ATM?  If so, what can I do to mitigate this?                

We recommend you refer to the guidance provided by global health organizations for the latest information on the virus and how it spreads.

Does NCR know if the virus can be transmitted by touching cash?                           

We recommend you refer to the guidance provided by global health organizations for the latest information on the virus and how it spreads.

Does NCR have any recommendations on how to maintain customer interactions right now?         

Banks and credit unions can use digital tools that provide alternative access to services. Mobile banking tools and interactive ATMs can provide a face-to-face connection with your customer base without the need to visit a branch.

Interactive banking devices used in-branch can also be effective in promoting social distancing while providing services. We recommend financial institutions follow our guidelines for cleaning equipment.

Demand is increasing on my ATM channel, but I can’t change CIT frequency. What can I do?         

Increase the capacity of your ATMs to allow more cash where demand is increasing. Maximum capacity of an ATM is driven by every denomination capacity at the denomination level.

What guidelines should we follow to make sure our ATMs are hygienic?                

Refer to NCR’s guidelines on cleaning NCR hardware. And follow the guidance provided by global health organizations for the latest information on the virus and how it spreads.

Can I forward the NCR Hardware Cleaning Guide to my CiT?                                        

Yes, NCR information related to the coronavirus is available to anyone.

How do I manage my off-premise ATMs?                                            

We suggest you share the NCR cleaning guide with your CiT partner of choice.

In times of uncertainty, NCR is ready to help    

NCR is committed to helping financial institutions of all sizes navigate the many challenges of the coronavirus outbreak. For more information, contact NCR.

Our banking solutions experts are in the trenches with our customers, working hard to help provide guidance, solutions and recommendations.

You can call us in the U.S. at 1-800-CALL-NCR or call outside of the U.S. at 1-937-445-1936.