JUNE 5, 2012, MT. PROSPECT, IL—Operating on razor thin margins, retailers can't afford to have their self-service coin machines down for hours, let alone "out of order" for days. Retailers expect maximum revenue from fourth wall technology, yet a down or high-maintenance machine reflects poorly on retail service and inhibits the retailer's ability to generate revenue.
Disgruntled with 3rd party providers, retailers need partners that can respond quickly to service calls. From the independent grocery stores to national chains, retailers of all sizes expect high-quality, responsive service and a one-call solution.
Cummins Allison, the leading innovator and provider of coin, currency and check handling solutions, shares four key service attributes retailers should look for when partnering with self-service coin machine providers, which reduce maintenance costs, improve uptime and maximize the performance of coin counting machines.
Multi-level support. Look for support that takes a multi-pronged approach. Beyond the "first response team" of trained service technicians that typically handle routine preventative maintenance and emergency issues, are there experienced service managers to call upon if needed? Are design engineers also accessible who can step in at any level of support or even help build business solutions when necessary?
Fast, easy access to service. When a self-service coin counter goes down, it's critical to have convenient access to a service technician as well as immediate parts availability with a single phone call. Do you have immediate access to the service provider, who has an emergency ordering system or, if necessary, keep an inventory of parts on-hand?
Consistency of service and equipment. It's important your self-service coin provider's service team has the most up-to-date working knowledge of the machines and only authorized parts are used for maintenance. Consider this if your service provider is sending over a revolving door of technicians. Beyond potential inconsistencies or inexperience with your specific solution, how can you be sure the service technicians are trained?
Preventative maintenance. Even the highest quality machine will require some upkeep. Seek a provider that offers some sort of preventative maintenance agreement where service technicians proactively inspect, test and service your equipment at regular intervals. A proactive approach to machine maintenance can help improve your ability to generate revenue by extending the productive life of the machine, preventing small problems from becoming large ones, making it easy to budget operating costs and provide free emergency service.
About Cummins Allison
Cummins Allison is a global leader in developing technologies which count, sort and authenticate currency. The U.S.-based company has a 125 year heritage of leadership in technology and product innovation and currently serves the majority of financial institutions worldwide, as well as leading organizations in retail, casinos, law enforcement and government. The company holds more than 350 U.S. patents and has ongoing research and development (R&D) investments double the industry average. Cummins Allison is headquartered near Chicago, IL with R&D centers near San Diego, CA and Philadelphia, PA and wholly owned subsidiaries in Canada, the United Kingdom, Ireland, Germany and France. The company also has an extensive sales and service network with more than 50 offices in North America and is represented in over 70 countries. For more information, visit www.cumminsallison.com.
Carol Moore, Vice President Marketing
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