Challenge
- Diebold Nixdorf struggled with inefficient and error-prone data management across global locations.
- Data collection relied on outdated methods like PDF, manual processing, and Excel, causing frequent errors and storage issues.
- Collecting signatures and securely storing sensitive data were major challenges.
Solution
- FastField supports Diebold Nixdorf's Total Implementation Services (TIS) process for ATM, point of sale, and self-checkout installation and refurbishment.
- Streamlines workflow from deployment to maintenance with detailed documentation
- Provides real-time, accurate data collection and management in the field
- Custom forms creation and integration with existing systems
Benefits
- FastField rolled out across 60 countries, supporting thousands of Diebold Nixdorf field technicians.
- Reduction in development time; FastField allowed for instantaneous changes to custom solutions that used to take at least six weeks.
- Significantly improved operational processes and minimized data handling errors, enhancing operational efficiency
- More coherence thanks to streamlining of forms for international customers
- Pre-visit forms led to substantial savings, reducing travel expenses and optimizing resources.
- Real-time data access improved informed decisions and improved regulatory compliance processes.
Background
Diebold Nixdorf automates, digitizes, and transforms the way people bank and shop. Partnering with many of the world’s top 100 financial institutions and top 25 global retailers, Diebold Nixdorf’s solutions aim to connect digital and physical channels conveniently, securely, and efficiently for millions of consumers daily. The company has a presence in more than 100 countries with approximately 21,000 employees worldwide.
Diebold Nixdorf embraced FastField to overcome operational inefficiencies in data collection and project management across global operations. By adopting FastField, the company achieved significant time savings, reduced costs, and enhanced data accuracy, leading to better decision-making and improved customer satisfaction. Their relationship with FastField began as a solution to streamline complex, distributed processes and has since evolved into a vital tool for global field project management.
Challenges
Diebold Nixdorf faced significant challenges in managing vast amounts of data across a global customer base. The process of data collection was too slow and error-prone, heavily relying on methods such as paperwork and PDF through Excel spreadsheets. They also needed to handle governance and compliance processes for customers in 60+ countries.
This cumbersome approach led to some identified risks that Diebold Nixdorf wanted to proactively reduce. They wanted to enhance data, communication, and storage management. A critical focus was the collection of signatures at appropriate times.
After a thorough evaluation of several potential solutions, Diebold Nixdorf chose FastField for its flexibility and comprehensive data processing capabilities. The initial testing phase took place in Switzerland, where the company monitored the solution's performance closely. Following the successful trials in Switzerland, FastField was proposed as the go-to solution for data collection across all their global locations.
The adoption of FastField marked a significant improvement in Diebold Nixdorf's data management processes. It not only reduced the risk of errors and improved efficiency, but also ensured that all data was securely stored and readily accessible whenever needed. This strategic decision allowed Diebold Nixdorf to focus more on innovation and growth, rather than being bogged down by data management challenges.
Solution
FastField supports Diebold Nixdorf's Total Implementation Services (TIS) process, encompassing all actions associated with retail and banking solutions. This comprehensive solution streamlines the entire workflow, from initial deployment to ongoing maintenance, ensuring that each step is meticulously documented and managed. The implementation also provided a robust solution for real-time, accurate data collection and management in the field, along with custom forms creation and integration capabilities with existing systems.
Key features included:
- Real-time data collection with standardized forms for all partners and technicians, which ensures consistency and reliability across multiple teams.
- Ability to attach photos and create conditional options within forms based on different answers, enhancing the depth and clarity of field reports.
- Immediate form submission and reporting to clients via email, improving visibility and customer relationships by keeping all stakeholders informed in a timely manner.
This flexibility has allowed Diebold Nixdorf to tailor their approach to each client's needs for ATM installation instructions that differ for each location, significantly boosting satisfaction and operational efficiency.
Additionally, FastField's integration capabilities mean that data collected in the field seamlessly flows into existing systems, facilitating better data analytics and decision-making processes. This ensures that Diebold Nixdorf can adapt to the changing needs of a diverse customer base and provide top-notch service.
FastField has transformed the way projects are executed and documented. For instance, with self-checkout installations, following the correct setup process is crucial to ensure smooth operation and customer satisfaction. The forms provided by FastField offer documented evidence of each engineer's work, giving clients peace of mind that processes are done right and significantly reducing the likelihood of errors.
Each project undertaken is treated uniquely, with forms customized to match the needs of each project manager before starting. This ensures that all specific requirements and nuances of the project are addressed. The transformation from manual, error-prone paper-based processes to efficient digital operations has had an immediate impact for customers and for the company, improving workflow and overall productivity.
Waldner says "With FastField now, it's a different story, significantly reducing paperwork and storage issues."
The digital forms not only save time but also offer better organization and easy access to critical information, further contributing to project success. This shift to digital has not only optimized internal processes but has also enhanced overall client satisfaction.
Results
FastField has been successfully rolled out for TIS implementation across 60 countries, supporting several thousand field technicians globally. This solution has played a pivotal role in transforming Diebold Nixdorf's operational processes.
Key outcomes of this implementation include:
- Instant Form Customization: Ability to create and modify custom forms allowed for rapid adaptation to project-specific requirements. Prior to onboarding FastField, solution customization and changes would take over three months to develop and implement – they make changes instantly. This has saved Diebold Nixdorf’s IT team time and money in the development process.
- Significant Reduction in Data Handling Errors: FastField has minimized errors associated with data entry and handling, leading to improved operational efficiency in project and installation management.
- Improved Operational Efficiency: The adoption of FastField has streamlined various operational processes, making project management more efficient and error-free.
- Rapid Adaptation to Specific Requirements: FastField allows for quick customization of forms, enabling rapid adaptation to project-specific and country-specific compliance requirements. This flexibility ensures that the tool meets the diverse needs of different regions effectively.
- Massive Cost Savings: The implementation of pre-visit forms has led to substantial cost savings, including reduced travel expenses and optimized resource utilization. This has had a positive impact on the overall budget.
- Enhanced Decision-Making: With real-time data access, decision-making processes have become more informed and timely. This has also improved regulatory compliance across multiple countries, ensuring that operations are aligned with local regulations and standards.
"The flexibility of FastField allowed for better control and structured processes,” Denham said. This added control has led to more efficient workflows and better management of field operations.
This shift from traditional paper-based methods to a digital platform has significantly improved data handling and overall efficiency, marking a new era in Diebold Nixdorf's operational capabilities.
Conclusion
Diebold Nixdorf's adoption of FastField has enhanced their field services, installation, and data management processes, leading to significant improvements in efficiency and accuracy. By leveraging FastField’s flexibility, Diebold Nixdorf has been able to enhance not only their operational workflows but also elevate the level of customer satisfaction they deliver.
FastField's features—such as real-time data capture, seamless integration, and customizable forms—have made a tangible impact on their business practices as they continue to grow in a massive global market.
