Abu Dhabi Commercial Bank is first bank in region to outsource ATM incident management to NCR Corporation
Abu Dhabi, UAE - Continuing its drive to deliver world-class customer service, Abu Dhabi Commercial Bank (ADCB) recently signed a multi-year ATM outsourcing project with NCR Corporation. Under the terms of this agreement, NCR now keeps watch over ADCB's ATM estate on a 7x24x365 basis using advanced industry-leading tools and processes from Gasper, the world's leader in self-service management. These tools give NCR the ability to remotely monitor ADCB's entire ATM network and proactively identify any events that could impact system performance. When such an event is detected, NCR immediately takes steps (based on agreed-upon business rules) to quickly resolve the issue before it affects ATM availability.
As part of the agreement, ADCB also has access to NCR @ Your Service and NCR's Incident Management Dash Board - two web-based portals that provide real-time information relating to the availability and performance of their ATMs. This information helps ADCB better manage their ATM network to better support specific events like holidays, salary days or exhibitions that typically drive increased ATM usage.
NCR's real-time ATM network monitoring, service incident tracking with smart engineering dispatch and escalation, end-to-end problem resolution, and detailed network performance reporting have already had a positive, measurable impact on ATM availability.
"ADCB has more than 108 ATMs located throughout UAE," says Mr. Samir Kamaleddine, Manager of Alternate Channels for ADCB. "We needed a highly professional and experienced organization that could provide ATM performance monitoring and reporting on a real-time basis. Within two months of going live with NCR's Incident Management service, we noticed 1500+ hours additional ATM availability per month, resulting in improved service to our customers. In addition, NCR's coordination of service support needs with our ATM operational partners have helped us to enhance service incident transparency."
According to Najeeb Hatoum, vice president of NCR Worldwide Customer Services for the Middle East and Africa, "Keeping an ATM network running isn't just about maintaining hardware. It's about maintaining relationships. ADCB's relationship with its customers is dependant on their ability to deliver the service when and where they expect it. NCR's goal is to support ADCB by maximizing the performance of their ATM network, thereby giving them more time to focus on meeting their customers' needs."
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About Abu Dhabi Commercial Bank
ADCB's share capital is AED 1.25 billion (US$ 340 million). 65% of the paid up capital is held by the Government of Abu Dhabi through Abu Dhabi Investment Authority (ADIA) while the remaining 35% is held by UAE institutions and Nationals. The bank is the largest in the country in terms of authorised as well as paid up capital and is among the top five in terms of shareholders' funds. In terms of net profit, it was number one in 1998, 1999, 2000, 2001 and was number two during 2002. As of end December 2002, total shareholders' funds were AED 4.40 billion (US$ 1.20 billion).
Abu Dhabi Commercial Bank (ADCB) provides commercial and retail banking activities, including complete banking services for corporate clients and correspondent banks. It handles payment instructions, letters of credit and guarantees through its network of 37 branches in the United Arab Emirates and two branches in Mumbai and Bangalore in India. ADCB also offers credit card, investment, trade and project financing services.
ADCB was formed in 1985 as a public shareholding company with limited liability, upon the merger of Emirates Commercial Bank and Federal Commercial Bank with Khaleej Commercial Bank, which was established in 1975. More information can be found at http://www.adcb.com.
About NCR Corporation
NCR Corporation (NYSE: NCR) is a leading global technology company helping businesses build stronger relationships with their customers. NCR's Teradata data warehouses, ATMs, retail systems, self-service solutions and IT services provide Relationship Technology that maximizes the value of customer interactions and helps organizations create a stronger competitive position. Based in Dayton, Ohio, NCR (www.ncr.com) employs approximately 29,300 people worldwide.
Press Release 2007
