Case Study: Leading Global Transaction Technology Provider achieves high ATM availability and reduced downtime with HCL's ATM Kiosk Management Platform

Leading Global Transaction Technology Provider - Customer Case Study

The client, a US‑based computer hardware and software organization and leading transactions technology provider (and one of Asia’s major ATM suppliers), needed a platform to design, develop, deploy, maintain and operate its ATM kiosk estate. Key challenges included real‑time monitoring of ATMs, IT devices, VSAT, UPS and environmental conditions, ensuring safety and security, alerting on failures via SMS/email/panic buttons/strobe lights, and integrating people, process and technology through an ITIL‑based helpdesk. HCL was engaged to deliver and run the ATM kiosk management platform.

HCL implemented a multi‑vendor, multi‑protocol ATM kiosk management platform providing real‑time hardware and application monitoring, temperature/light and camera control, network availability monitoring, and ITIL helpdesk integration. The solution simplified device integration, enabled in‑depth fault and performance analysis, supported seamless data sharing for collaborative decision‑making, reduced operational expenses and improved ATM kiosk availability while offering customizable executive‑level reports.