Transcript Слайд 1 - Hendz Holding

Terminal Networks
Development & Support
1
1. Short Historical Summary
2. Holding Structure
3. Profile
4. Our Resources
4.1. Federal Coverage Map
4.2. Service Management System
4.3. Staff Competence
5. Services Delivered
6. Professional Services
7. New Projects
8. Additional Equipment
9. Key Customers
10. Partners
2
Content
HENDZ holding:
Terminal Networks
Development & Support
2003
2006
2007
2010
Foundation of a company «G-Tek»
Foundation of a company-partner«АТМ – Project»
Merge of «АТМ-Project» and «G-Tek» and foundation
of a company «Russian Service Company» (RSC) –
official service partner of NCR
Foundation of a company HENDZ Holding (HH). RSC
joins HH. Re-branding RSC in HENDZ service – the
executive company of service delivery for the Customers
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1.
Steps of Development
Short Historical Summary
JSC «Hendz Holding»
«Hendz Service» Ltd.
 Project Management
 Support of other companies: IT, HR, PR,
accounting, legal, etc.
 Certification, vendor’s communication
 Customer’s support
 Call Center management
 Technical staff management
 Service quality control
 Spare parts logistics management
«Hendz Sales» Ltd.
 Sales of solutions and services
 Account management, partner’s management
 Marketing
«Euroavto» Ltd.
 Operational leasing of automobile fleet
 Rental contracts management
 Company’s fleet management incl. service cars
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2.
HENDZ – Importance of Each Element
Holding Structure
Complex technical support and development of multivendor terminal networks
Acquiring networks: ATM’s and POS – terminals
Self-service terminals: payment terminals, info-kiosks, ticket-kiosks
HENDZ Holding support 27.000+ ATM’s & other terminals
and 20.000+ POS-terminals of various vendors
Using «one window» approach HH provides entire cycle of
terminal network building from delivery and installation
till complex management of terminal network
Major principles of HENDZ’s Team – long-term partnership, professional approach, result orientation
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3.
HENDZ Holding – Russian Market Leader of
Terminal Network Support
Profile
Infrastructure
Federal service coverage
 > 700 city’s and towns service territory
 150 city’s and towns of direct presence
 7 regional branches
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Moscow – Moscow + Moscow region, Central Russia
S-Petersburg – North-West region
Samara – Volga region, Urals
Kemerovo – Siberia, North region
Rostov-on-Don – South-West region
Krasnodar – North Caucasus
Khabarovsk – Far East
Qualified staff
 400 + customer service engineers (CE)
 Specialization: FLM / SLM / POS / INST
 Each engineer equipped with Personal Part Kits
 Each engineer equipped with auto
 GPS tracking
Being in close connection to the vendors our service team constantly perfects itself,
upgrades its skills in new equipment 6and software
4.
HENDZ – Here & Now
Resources
North - West
SPb Branch
Central
Moscow Branch
Southern
Rostov-on-Don
Branch
North Caucasus
Krasnodar Branch
4.1.
HENDZ – Here & Now
Resources: Federal Coverage Map
Far East
Khabarovsk Branch
Moscow
Volga region, Urals
Samara Branch
Siberia
Kemerovo Branch
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The Processes
Incident – Management
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Incoming calls registration. Receipt confirmation / calls’ status changing
notifications via SMS or e-mails in “auto mode”
Calls registration by the Customer into HH Service Desk via web – interface
Calls management in 7 х 24 х 365 mode
Acquiring network remote monitoring, “self-making decision” towards the
failure cases
Logistics Management
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Personal Parts Kits (PPK) profiles management
PPKs fill rate / load rate management
HH Logistics system is integrated to the parts suppliers’ systems – high
efficiency of parts management
Service Level management
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Escalation process while call is out-of-time
Monitoring system of “re-calls” within 3 months period for each ATM
Service reports in different scales
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4.2.
Service Management Tools
Resources: Service Management System
HENDZ home page allows to access into:
1) Hendz Social – Q&A, sharing best practice and documents, creative ideas / suggestions
2) Hendz Learning – Knowledge data base with training courses, tech docs, video instructions
3) Hendz WebCast – On-line resource for interactive web seminars
4.3.
HENDZ – ensure high level of competence
Resources: Staff Competence
Classification
Technical Support
First Line Maintenance
Incidents resolve without parts usage. Primary diagnostics
Second Line Maintenance
Incidents resolve with parts usage and special diagnostic
tools
Achieving the shortest resolution time – up to 4 hrs, in 24х7х365 mode
Operational Support
All the services that are not affected to network
functionality – the “On Demand service”
Additional Services
Acquiring network monitoring;
“One window” Contact Centre for the Customer’s
departments and other subcontractors
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5.
HENDZ activities
Services Delivered
Projects support
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Engineering solutions – development and supply
Project management – initiation, analysis, support
SW solutions – development and supply
System integration – linking together different computing
systems and software applications to act as a coordinated whole
 SSD software - development and supporting multivendor
software for SSD in cooperation with the KALignite company
Multivendor ATM Software
 Multivendor software that runs on any ATM brand
 KALignite supports 40 ATM manufacturers and hundreds of
model types
 KALignite software supports an extensive range of hardware
capabilities including coin and cash recycling, contactless cards
and EMV providing unsurpassed hardware independence
6.
HENDZ – at the forefront
Professional Services
New projects
HENDZ announce new business approach for branch and
branchless banking
Introducing the RTM
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The RTM is a Retail Teller Machine. It works just like an ATM, but
without cash inside
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Instead of dispensing cash, the RTM prints a secure voucher that is
exchanged for cash at the retail counter
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RTMs can be found inside retail locations and Banks, providing the full
range of banking services
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The shop owner will have less trips to deposit cash to the bank, and
less cash is held in the shop
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The retailer can buy RTM and take a share of any transaction revenue.
Bank can have business without ownership RTM
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HENDZ – innovative area of development
7.
Security solutions
Active antiskimming defence
• Plug & Play system (20 mins for installation)
• High quality (<1% failures for 3000 installed
devices)
• Reasonable price
Antivirus for ATMs
• Created specially for ATM
• Threat monitoring
• Compatible with all OS
• Corresponding PCI-DSS
Security camera
• Remote file management and settings
• Secure file transmission
• Automatic archivation
• Corresponding PCI-DSS
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8.
HENDZ – keeping ATMs secure
Additional Equipment
 Full range of outsourcing: FLM / SLM / INST / Moving
 Multi-vendor service support of SSD (NCR, WN, Diebold, ITT, DORS)
 Multi-vendor service support of POS-terminals (Verifone, Ingenico)
Acquiring network support of 5 Sberbank Branches
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9.
Perfect Choice
Key Customers
KAL
Multivendor ATM Software / RTM vendor
(UK, Scotland)
Diebold
Diebold ATM’s vendor
Delta – System
Nautilus Hyosung authorized representative office
(ATM’s, terminals, recycling systems)
(Russia)
Europeum
OKI ATM’s
(Russia)
BS/2
Security and videomonitoring, ATM’s safe management
(Lithuania)
OBERTHUR CASH
PROTECTION
Intelligent cash protection systems and solutions for
the Cash-In-Transit, ATM & Retail markets
(France)
EuroTechZam S.A.
Multi-vendor ATM parts supply and refurbishment
(Spain)
TestLink
Global expert in ATM’s parts supply and refurbishment
(UK)
ATMDesk GmBH
Diagnostic Expert’s Software (Germany)
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10.
Reliable Partnership
Partners
Tel.: + 7 (495) 969 2090
Fax: + 7 (495) 665 3432
E-mail: [email protected]
www.hendz.ru
Contacts
Contacts