Fast and efficient: How CIT providers optimise their intervention service with Pecunia
Intervention services are part of the range of services offered by many CIT providers. Fault reports from their customers' devices, that must be ready for use again as quickly as possible, not only present logistical challenges, but also require efficient internal processes and clear communication. Requirements that Pecunia fulfils - from recording to billing.
Service concept - from wish into reality
An ATM is out of order or an on-site device displays unexpected error messages. If this happens, rapid support is crucial. Many CIT providers offer their customers a machine service for this purpose in order to restore operational capability in the shortest possible time.
For rapid response times, ALVARA has already provided CIT providers with the functionality for fault reports and interventions. In the next cash centre software generation, Pecunia 7, this feature also simplifies the process. The software allows fault reports to be efficiently recorded in a ticket, to schedule an on-site appointment on an existing tour or new tour and thereafter to be documented. The tickets automatically include the response times that were previously defined with the customer in the service level agreement (SLA). Through this overview, the module supports CIT providers in fulfilling their SLA.
Approach: Process optimisation
Specifically, Pecunia 7 - like the previous version - improves the handling of fault reports along several process steps. As soon as a report is received, a ticket can be generated that controls the entire process:
- Fault report:
The cash-in-transit provider can be informed of faults in two ways. Either via customer portals, which automatically send a ticket to Pecunia 7, or customers send an email to the CIT provider. In this case, their employees enter the fault report manually in Pecunia 7.
- Ticket assignment:
Usually, the head of operations assigns the individual tickets to teams in Pecunia. However, all tickets received or created can also be found in the inbox of the logistics app so that the intervention teams can assign tickets to themselves.
- Ticket handling:
Once the ticket has been assigned, the next step is to fix the malfunction. Once they have successfully done so, the team sets the ticket to completed in the logistics app and logs the processing steps. The actual cause of the malfunction can be selected here and, if necessary, explained with a comment in the text field. The employees then record the performed work via multiple selection.
If the fault cannot be resolved immediately, for example because spare parts need to be ordered, the intervention team can also document these steps clearly.
- Finalise ticket:
After logging, the intervention team closes the ticket. This synchronises the data with Pecunia.
- Feedback to the customer:
The status is automatically updated in the customer portal and the customer receives an e-mail.
The supervisor can track in Pecunia when the team departed, when processing began and when it was completed.
Sobald ein Ticket geschlossen und der Kunde darüber automatisch informiert wurde, lässt sich der nächste Schritt – die Rechnungsstellung – ebenfalls digital anstoßen. Durch eine Schnittstelle zu Fakturio fließen alle erfassten Daten zu den durchgeführten Maßnahmen und der Bearbeitungszeit in die Abrechnungsplattform ein, um sie anschließend automatisch für die Rechnungsstellung aufzubereiten.
After a ticket has been closed and the customer has been automatically informed, the next step - invoicing - can also be initiated digitally. Through an API to Fakturio, all recorded data on the measures carried out and the processing time flows into the billing platform, where it is then automatically prepared for invoicing.
Advantages for all involved
Thanks to the integration of ticket management in Pecunia 7, everyone benefits from optimised process control
Customers demand compliance with the agreed response and resolution time. As every step - from the arrival time to the actions taken to the return to the cash centre - is recorded in the logistics app and transmitted to Pecunia, the entire process becomes more transparent. The seamless documentation ultimately creates trust and strengthens the cooperation between the CIT company and its customer.
For CIT providers, the digitalisation of the individual process steps in the cash centre and on the routes simplifies communication and order allocation. At the same time, the overall quality of service is improved. Thanks to data synchronisation with the scanner, the intervention teams can react ad hoc to fault messages. Pecunia and the logistics app as well as the interface to Fakturio also reduce the workload on employees and increase efficiency.
The employee responsible for the intervention service benefits from a clear overview and complete information. It also makes it easier for them to log the processing steps and completed measures. The system supports a rapid response if unexpected problems such as missing spare parts or a major defect occur on site, as this information is collected directly in Pecunia and the next steps can be initiated quickly.
Pecunia - much more than fault management
The advantages of Pecunia for efficient fault management are therefore obvious for CIT companies. But this is just one of the functionalities of our cash centre software, which also brings efficiency and flexibility to the day-to-day operations of CIT companies. The Pecunia data hub, for example, provides extensive information for the daily management of resources thanks to a wide range of interfaces. In the vault area, the Pecunia app will simplify container handover in future. More Pecunia insights can be found here.
Quickly rectify and digitally document fault reports? We run with you across the finish line!