About Client:
• The client is having service organization where they provide various services. Out of his service list, financial service is such thing where he gets more than 50% of his business revenue every year.
• Client had a wide area of market – providing service in 43 countries – Where the total employee is more 12000 – last year revenue is $1.75 billion.
Challenges:
• Client financial service includes managing and handling the security of various Bank ATMs.
• In his traditional service client is facing the issues of ATM handling – like sending a technical team (Customer Service Engineer – CSE) to visit ATMs when the machine goes down then after it was also difficult for the technical team to solve the error of machine. Sometimes they get resolved in few minutes while sometimes it on 5 to 6 hours to solve one machine errors. So in doing all this there was major time wasted in traveling of technicians to various ATMs.
• There also another task for technicians – they need to go and install new machines where they have got a request to put AMTs and also they are required to take the monthly report of machines installed. So technicians it was now getting difficult to manage all things.
• So the client is now having a need of remote service software by which it would allow the client to service machines and respond to issues within minutes and as also opposed to sending a technician on site every time there is a problem.

Solution:
• For such need of remote software, Techforce has built the R-TOM remote service software.

Features:

Will able to solve the below problems remotely:
• Machine software issues - Checking system processes for normal operation
• Restart/ON/OFF the machine
• Taking hourly/daily/quarterly/yearly reports
• Conduct a remote diagnostic session– why?/when?/what?– to the point information of any issue arrived.
• Analyze root causes by viewing log files – this Will also assist technical team in solving non-remote issues
• Handling hardware and software configurations for adding new features – removing old features
• Automate the bulk deposit by verifying the correctness and validity of any note deposited by any bank service agent.

Benefits:
• Remote access to ATMs before sending CSE.
• Less onsite visit as general issues will be solved remotely. It will also help CSE as providing the remedy for any problem – by this, there is less chance of the repetition of same problems.
• By saving 4 to 5 hours of CSE – this will affect in handling other service call and the respond time will be in minutes.
• Better service of ATMs – either its peak hour or night time – machines can be managed easily and users will best experience of service.
• Analysis shows – 35% of problems are solved remotely – 30% of the decrease in downtime – Solutions to the problems in 30 minutes which was 3 hours under the traditional system.

Technical sound:
• Internet of things
• Java 7
• JSP
• Spring
• Hibernate
• Elastic Search