25 June 2009
Diebold Wins 2009 Axeda Remote Service Leadership Award
OpteView® Remote Services solution recognized for maximizing ATM availability and increasing customer satisfaction
Foxboro, Mass. and North Canton, Ohio —Axeda Corporation, the leading on-demand intelligent asset management company, is pleased to announce that Diebold, Incorporated (NYSE: DBD) is the recipient of the 2009 Axeda Remote Service Leadership Award. The annual award recognizes one organization that has achieved maximum value and success through the effective deployment of remote service technology. Diebold is a global leader in providing integrated self-service delivery and security systems and services, with representation in nearly 90 countries worldwide and more than 6,000 technicians globally.
Diebold won the award for its OpteView® Remote Services solution, which connects its remote automated teller machines (ATMs) in real-time to the people and systems responsible for service and support. Powered by the Axeda® SmartLink platform and Axeda® ServiceLink applications, OpteViewallows for maximum ATM availability, almost immediate response time and world-class service delivery.
“Diebold is honored to be recognized by the industry as a leader in Remote Services,” said Charles E. Ducey, Jr., senior vice president, global development and services, Diebold. “The OpteView solution is a critical part of Diebold’s services strategy enabling our service technicians to provide maximum availability, immediate response time and world-class service delivery to our customers.”
OpteView Success
Diebold has seen an explosive growth in the number of OpteView installations with a 400 percent growth rate during the last 17 months. Award winning results from OpteView Remote Services include:
- 20 percent increase in ATM availability
- 20 percent of total issues resolved remotely
- 19 percent reduction in field service visits
- Issue resolution time reduced to 30 minutes or less (from an average of 1-3 hours)
- Field service mileage reductions of 175 miles per ATM annually
With these improvements, Diebold continues to drive improved profitability and customer satisfaction while reducing its overall carbon footprint. Aberdeen Group, an independent analyst firm that has extensively covered the remote service/smart services market, selected Diebold as the 2009 award winner.
“As the remote service/smart services market continues to mature the business results from implementations become more and more impressive,” said Sumair Dutta, senior research analyst-service management, Aberdeen Group. “Diebold has not only achieved best-in-class service performance levels with OpteView, but also has shown innovation with the use of remotely captured data to drive additional benefits such as improved product development and the creation of new revenue generating service offerings.”
OpteView enhances key aspects of servicing ATMs, including accuracy, timeliness and communication. In addition to break/fix, it enables Diebold to expand the level of its service and support offerings to include predictive maintenance, software version control and remote monitoring and notification.
“Diebold had clear business objectives when the OpteView project began in 2006,” said Dale Calder, president and CEO, Axeda. ”Since then, the team has been diligent about sticking to those objectives and focused on delivering the most value to their customers, accounting for the impressive results they have achieved to date.”
About Axeda
Axeda Corporation is the leading on-demand intelligent asset management company delivering M2M solutions for Smart Services, Smart Products, and Smart Operations. The company’s VeriSign® Security certified platform and applications allow companies to connect, manage, service, and track wired and wireless assets anywhere – it serves over 100 of the world’s leading enterprises including Diebold, EMC, and Philips. Axeda Corporation is a privately held company headquartered in Foxboro, Mass. and can be reached at www.axeda.com.
About Diebold
Diebold, Incorporated is a global leader in providing integrated self-service delivery and security systems and services. Diebold employs more than 17,000 associates with representation in nearly 90 countries worldwide and is headquartered in Canton, Ohio, USA. Diebold is publicly traded on the New York Stock Exchange under the symbol 'DBD.' For more information, visit the company's Web site at www.diebold.com, or visit www.diebold.com/150 to learn more about Diebold's 150-year history.
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