Mexican financial institution Banco Santander has awarded Wincor Nixdorf AG a contract to service all 4,000 of its ATMs installed in Mexico.
 
According to a news release, service activities will be controlled by Wincor Nixdorf from Mexico City, and all customer requests and problem reports will delivered to the company's call center.
Specialists at the center will perform an initial analysis of the reported ATM problem and then pass it on to service engineers, if the problem cannot be resolved remotely. The solution offers
Banco Santander the advantage of ATM availability in excess of 99 percent.
 
Additionally, the bank has ordered 450 additional self-service systems from Wincor Nixdorf. Rollout of the new devices is already underway.
 
One-third of the 4,000 self-service machines are maintained by Wincor Nixdorf on-site. Maintenance for the other devices is in the hands of two service partners. The reason for this division of labor is the country's geographical dimensions and the distance between sites. Climatic conditions to which the devices are exposed pose additional servicing issues.
 
The country's seven climate zones feature extreme temperature differences that range from 40 degrees C in summer months and to minus 30 degrees C in winter. To guarantee agreed response times and provide banks throughout the country with a supply of parts, Wincor Nixdorf set up two distribution centers, one in the north in Monterrey and one in the south in Mexico City.