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Terminal Networks Development & Support
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1. Short Historical Summary2. Holding Structure3. Profile
4. Our Resources4.1. Federal Coverage Map 4.2. Service Management System4.3. Staff Competence
5. Services Delivered6. Professional Services7. New Projects8. Additional Equipment9. Key Customers10. Partners
HENDZ holding:Terminal Networks Development & Support
Con
tent
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1.
Ste
ps o
f D
evel
opm
ent
Short Historical Summary
2003 Foundation of a company «G-Tek» 2006 Foundation of a company-partner«АТМ – Project» 2007 Merge of «АТМ-Project» and «G-Tek» and
foundation of a company «Russian Service Company» (RSC) – official service partner of NCR
2010 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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2.
HE
ND
Z –
Im
port
ance
of
Eac
h E
lem
ent
Holding Structure
JSC «Hendz Holding»
«Hendz Service» Ltd.
«Hendz Sales» Ltd.
«Euroavto» 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
Sales of solutions and services Account management, partner’s management Marketing
Operational leasing of automobile fleet Rental contracts management Company’s fleet management incl. service cars
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3.
HE
ND
Z H
oldi
ng –
Rus
sian
Mar
ket
Lead
er o
f T
erm
inal
Net
wor
k S
uppo
rt
Profile
Complex technical support and development of multi-vendor terminal networks
Acquiring networks: ATM’s and POS – terminalsSelf-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 partner-ship, professional approach, result orientation
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4.
HE
ND
Z –
Her
e &
Now
Resources
Federal service coverage > 700 city’s and towns service territory 150 city’s and towns of direct presence 7 regional branches- 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 and software
Infrastructure
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4.1.
HE
ND
Z –
Her
e &
Now
Central Moscow Branch
SouthernRostov-on-Don
Branch
North - WestSPb Branch
Volga region, UralsSamara Branch
SiberiaKemerovo Branch
Far EastKhabarovsk Branch
Resources: Federal Coverage Map
Moscow
North Caucasus Krasnodar Branch
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4.2.
Ser
vice
Man
agem
ent
Too
ls
Resources: Service Management System
Incident – Management 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 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 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
The Processes
HE
ND
Z –
ens
ure
high
leve
l of
com
pete
nce
Resources: Staff Competence
HENDZ home page allows to access into:
1)Hendz Social – Q&A, sharing best practice and documents, creative ideas / suggestions2)Hendz Learning – Knowledge data base with training courses, tech docs, video instructions 3)Hendz WebCast – On-line resource for interactive web seminars
4.3.
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HE
ND
Z a
ctiv
ities
Services Delivered
Technical SupportFirst Line MaintenanceIncidents resolve without parts usage. Primary diagnosticsSecond Line MaintenanceIncidents resolve with parts usage and special diagnostic tools
Achieving the shortest resolution time – up to 4 hrs, in 24х7х365 mode
Operational SupportAll 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
Classification
5.
HE
ND
Z –
at
the
fore
fron
t
6.Projects support
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
Professional Services
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HE
ND
Z –
inno
vativ
e ar
ea o
f de
velo
pmen
t
Introducing the RTM
New projects
The RTM is a Retail Teller Machine. It works just like an ATM, but without cash inside
Instead of dispensing cash, the RTM prints a secure voucher that is exchanged for cash at the retail counter
RTMs can be found inside retail locations and Banks, providing the full range of banking services
The shop owner will have less trips to deposit cash to the bank, and less cash is held in the shop
The retailer can buy RTM and take a share of any transaction revenue. Bank can have business without ownership RTM
7.HENDZ announce new business approach for branch and branchless banking
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HE
ND
Z –
kee
ping
AT
Ms
secu
re
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
Additional Equipment8.
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Per
fect
Cho
ice
Key Customers 9. 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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Rel
iabl
e P
artn
ersh
ip
Partners
10.
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)