CashWebCommunity (CWC) Software

Business context
An important part of the distribution of cash into the end-user is the mechanism of using automated issuing or depositing of cash. This is done thorough various formats of cash points and the most common is the ATM. The management of this base is imperative to ensure that the uptime target is achieved to the agreed business level and to do this effectively the proactive management is crucial and the consolidation of all the machine and associated transactional data. Now available with Google Maps add-on.

Description
The functionality of the module is to provide a one-stop cash point management tool where the following aspects are covered:

- The definition of type of cash point i.e. ATM, Recyclers, Coin Issuing, Branches, etc.
- The associated cash point ID for reference purposes
- Cash point settings i.e. denominations, capacity and thresholds
- Definition of owner, manufacturer, user
- The configuration of cash point content i.e. denominations used, cash direction, cassettes
- The optimization levels i.e. order lead times, servicing frequency and possible weekdays

This module interacts with cash points directly or through a hosting application gathering data from cash points via the manufacturer’s back-office platform.

The user is then able to view cash point stock, machine operational status and transactional data. With this tool and related information the responsible person can proactively manage the population and act on certain circumstances based on factual inputs. The module includes detailed reporting, analytical views and associated graphical representation. For the "cash point monitor" now the Google Maps add-on can be deployed, providing the cash manager with a geographical view of the location and status of cash points. With Street View the actual environment of a cash point can be viewed.

The management of technical servicing of the respective machines is managed by initiating orders for maintenance via the Order Management module and this will dispatch the request and will provide the platform to allow the status monitoring of the order via a manual input from a service centre agent.

Module input
- Cash point model, type and configuration
- Cash point data
- Settings for optimization

Module output
- Information on cash point performance, uptime, stock, transactions. Geographical map view of the same.
- Orders for maintenance

Business context
Across the supply chain the level of cash needs to be as low as possible and be made available just-in-time. The cost of cash is decreased by just-in-time optimization of cash replenishment. The frontend of the supply chain makes cash available to consumers and retailers and the cash in and cash out are leading for the supply chain backend to respond.

Description
The forecasting functionality makes use of historical data of cash issuing and depositing for any type of cash point such as an ATM, a cash deposit machine, a bank branch, a retail deposit safe and a night-deposit safe. A trend is determined in terms of a weekday pattern, a month pattern and a seasonal pattern.

The optimization functionality takes the decision on the date and amount of the best order. For this decision making process the following settings are being used:

- Costs: interest, service (cash centre and CIT);
- Accessibility: Closing periods, opening times;
- Process specifics: Order lead time, Grouping of cash points;
- Cash point specifics: insurance limits, cassette & machine configuration, thresholds, events.

Each cash point is configured in terms of issuing, depositing and recycling characteristics. The settings include the level of optimization; 1 is for threshold based conclusions, level 2 for trend analysis conclusions and level 3 for grouping conclusions. Level 1 and 2 can be combined with level 3.

The best order determined by the functionality is forwarded to the Order Management module for further approval and processing.

Module input
- Cash point information
- Settings for optimization
- Pricing rules for services

Module output
- Information on trends for cash points
- Optimized orders for cash services

Business context
The availability of cash machines such as an ATM or deposit machine is influenced by the proper functioning of the machine. In practice machines require maintenance which is split into first-line and second-line maintenance. First-line maintenance can be carried out by a CIT or bank employee. Second-line maintenance typically requires the machine manufacturer or vendor to go onsite to solve the problem. The interaction with clients concerning the quality of the service is important for a bank or CIT. A complaint needs to be followed up by the right person within the company and resolving complaints needs to be reported regularly.

Description
A cash machine malfunctioning in many cases will generate an error code and send this code to the Cash Point Management module. In some cases the malfunctioning of a machine will be determined by a branch employee or other local staff. This also depends on the frequency the machine is able to send error codes to the Cash Point Management module. Within the Cash Point Management module the machine error code is interpreted and the machine will show offline with the related reason and error code.

An incident is created either automatically from the Cash Point Management module or manual in the Call Management module by a local or central user. The incident relates to a cash machine and is visible in the incident monitor. The service level agreement for the incident is taken from the Contract Management module and used for continuous measurement.

The incident leads to an order for maintenance with a profile of activities relating to the error code. The service/maintenance team receives the order on their handheld and performs the associated work. If the manufacturer or vendor is required for a second-line maintenance order, a message is forwarded to the manufacturer with the incident details. The handshake with the manufacturer is made and a time is agreed upon. Any consumables required for the service (such as a printer roll) are registered on the handheld device. After completion the order is typically completed and the incident is closed with registration of the actual work performed. The module reports incident performance against the agreed service levels per client.

A client is able to register a complaint relating to the service of cash points within his authorization profile. The complaint is then shown in the complaint monitor for further processing. All complaints have a service level for resolving and getting back to the client. A complaint is forwarded to the person responsible for the client operation. The module contains a tree structure to register reference to persons for certain complaints. The complaint actions and completion are registered in the module by the person responsible to resolve it. The client receives feedback on the complaint after each change to the complaint information. The complaints are reported against service levels.

Module input
- Location opening times and settings
- Machines malfunction codes
- Service level information
- Complaints and queries

Module output
- Orders for first- and second-line maintenance
- Complaint and query resolutions and information