February 2016 - The Service Council

Diebold: Our Interest in Live Video for Service

By Sumair Dutta | News | No Comments

TSC’s 2015 field service research indicated that 25 to 30% of organizations are closely evaluating or building the business case for the use of live video or augmented tools to improve field service performance. There are several benefits that can be accrued by the use of live video in field service, particularly in improving first-visit resolution rates where field technicians can rely on live video to get support from higher-level support specialists. As the use of the technology becomes more prevalent, we will see additional benefits as well.

About Diebold (www.diebold.com)

Diebold, Incorporated (Diebold) provides services and support primarily to the financial and banking industries. We recently sat down with Bill Fletcher, VP of Global Remote Services Delivery, to chat about the services-led evolution of Diebold and the impact of live video in supporting a services-related growth strategy. (Expanded interview found here)

The Interview

TSC: Thanks for joining us Bill. Can you please explain where you are in your journey to leverage live video in field service?
BF: We’re still in the early stages of using live video for field service. In 2014, we ran a successful pilot in a high-density New York market. We were very pleased with the results and have now expanded the use of video to a larger group of field technicians.

TSC: Can you explain the objective of using live video in field service?
BF: The banking industry is transforming and we have to transform with it. To stay top of mind with our customers, we have a services led strategy that focuses on understanding customer needs and relies on continuous innovation to deliver solutions to our customers. When it comes to service and support, this involves staying one step ahead of performance deterioration and ensuring the highest level of availability for all products that are supported by Diebold. For Diebold, growth will come with the aid of:
– Establishing and strengthening our service-oriented culture
– Onboarding new service professionals that are aligned with our culture
– Offering new services and solutions based on customer needs
– Becoming more predictive to ensure a higher level of availability
– Becoming more efficient when reactive service is necessary

When we originally embarked on the live video concept, our intent was to greatly improve field service efficiency by connecting field engineers with service experts in order to ensure a prompt and effective resolution. This efficiency not only helps us improve resolution rates, but it also impacts availability and improves the overall experience for our customers.

TSC: Outside of improved efficiency, there have been added benefits. Could you please touch on those?
BF: All of the areas of growth identified have been impacted by our live video project. Primarily, we’ve seen a dramatic improvement in onboarding time for our field technicians. Before live video, new technicians would be paired with experienced technicians as part of their field training. Now, we can drastically reduce the time spent there by linking new agents with experts via video. As long as a new technician has the appropriate electro-mechanical aptitude, we can offer the final stages of training via a live video connection, which cuts training time by a third. It also frees up the time and resources of the experienced technician and increases his/her reach from a training perspective.
Live video will be a key enabler of our multi-vendor services program. This is a core area of growth for us. With the aid of video we can better document the steps necessary to support non-Diebold equipment and ensure that field technicians have the support they need when facing equipment manufactured by other companies.

TSC: You are leveraging a solution provided by Verizon and Librestream. Why did you pick this specific solution versus others available or a solution developed in-house?
BF: The Verizon-Librestream solution is very robust. We have a significant relationship with Verizon and rely on them to bring us best-in-class technology solutions that fit our needs. We need to continue to stay focused on solving our customers’ needs.
We couldn’t use available consumer products due to the security concerns of our customers. You can imagine that in finance/banking, the security requirements are quite stringent. We’re extremely happy with our rollout so far. The Librestream Onsight solution has several other advantages:

  1. It works well in limited bandwidth areas. This can be a major challenge given the areas that our field technicians often have to work in.
  2. We have the ability to manipulate the camera remotely while the technician is working. This is valuable as the technician can continue his/her work while the expert views and diagnoses the situation.


The complete transcript of our interview is available in a TSC case study (Access). In the interview we dig deeper into Diebold’s service and support strategy; the benefits accrued from using live video; best practices when embarking on a live video program; and next steps in Diebold’s video-enabled services evolution. You can access the case study here.

For more on Diebold, please visit www.diebold.com.

Supporting the Billions of Powerball

By Sumair Dutta | News | No Comments

There have been two-three major topics of discussion here in the US at the start of 2016

  1. Star Wars
  2. The stock market
  3. Powerball

If you haven’t been paying attention, most of the US was wrapped in Powerball frenzy all the way up till Jan 9, 2016 when 3 lucky winners split a grand total award north $1.5b. It was the largest sum awarded in US lottery history. There were reports of long waits and lines as folks lined up to buy tickets and ventured down the fantasy of “What will I do with the money?”

Powerball is a service story. All the machines that print tickets need to be up and running to insure that demand is met. A machine going down would lead to havoc and broken dreams.

We’re fortunate that our expanding community here at TSC contains an organization that plays an integral role in service and support tied to Powerball equipment. That organization is Scientific Games, headquartered in Las Vegas Nevada. We recently sat down with David Douglas, VP of Service Management, to learn more about Scientific Games and to get a first hand account of the madness of Powerball. This post is just a snippet of the entire interview that is available on our InService Podcast series page.

TSC: David, Thank you for joining us. The best thing about stories like this is that you get to learn a lot of the behind-the-scenes. Can you tell us a little bit about Scientific Games and your role there?

DD: Scientific Games is a leading innovator in the global lottery and regulated gaming industries, with more than 300 customers on six continents over the last 40 years. The world’s top-performing lotteries and gaming organizations partner with Scientific Games for game content, technology, customized programs and managed services that engage today’s players in new and exciting ways, provide solutions for both traditional and interactive channels – and ultimately, increase revenues. Over the past two years we acquired WMS and Bally Technologies, the #2 and #3 gaming companies in the world. Our customers include all casinos around the world, just to name a few; Harrah’s, Caesars Entertainment, Seminoles and many, many more. On the Lottery side we partner with PA Lottery, MD Lottery, OK Lottery, Iowa Lottery, etc.

I have the pleasure to lead the Service Management Team consisting of almost 900 employees in NA. We provide excellent service to our customers at casinos and retailer lottery locations across the US. I’m responsible for our call centers and field service organization, depots, scheduling teams, field engineering and support staff.

TSC: The 1.5b dollar question – How is Scientific Games linked to Powerball?
DD: As I mentioned, SG provides a turnkey solution to state lotteries. We install a data center and communication infrastructure within the state; manufacture and install the communication equipment and lottery terminals at retail locations; and provide the on-going support for the state lottery to run and sell instant and on-line lottery tickets, like Powerball.

TSC: What has the beginning of the year been like with all the attention to Powerball?
DD: In two words, CRAZY BUSY! My teams are providing service to the retailers to ensure our terminals are optimal and they have adequate supplies to sell lottery tickets to the general public. The 1.5B Powerball jackpot was historic given that the previous largest jackpot was only $656M. Between the $950M JP that was not hit on January 9, that eventually rolled in to the $1.5B on the following Wednesday, we did a significant amount of work in only 4 days. It was an EPIC time!

TSC: Did the frenzy on Powerball create capacity or demand problems for your support/field service organization?
DD: Just a few stats I can share:
• Our systems processed 82,000 transactions per minute at the peak. BTW that more than Visa, MC and American Express combined during their peaks.
• We distributed an additional 15 million bet slips and 125,000 ticket rolls through the entire run, with virtually no emergency supply calls, over a 10-day period.
• We monitored 35,000 retailers selling $4.7 million Powerball wagers per hour at peaks.
• I’m very proud to say, we maintained exceptional field service response times, and retailer call center average hold times of 25 seconds on the last two drawing days.

TSC: What are the lessons learned from this Powerball cycle – in terms of best practices for the future?
DD: Just to make sure we have enough raw paper on hand to create TS and play slips and get them to our sites so no retailer runs out of supplies. We are looking to at a few additional reporting tools to help us manage consumable demands. Furthermore, cross training of gaming techs to support peak demands based on business strains.

There’s more to our conversation with David around the impact of Powerball as well as the focus of Scientific Games in 2016. You can access the full conversation here.

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