The eServices platform connects Wincor Nixdorf service management with service customers via an electronic network. With the eServices platform, service activities are more targeted and efficient, with faster turnaround time.

The eServices platform is based on the following core services: customer care center/call handling, on-site services, and standard reporting. The Wincor Nixdorf Customer Care Center (CCC) represents the customer interface in the service management process. It includes the call center and help desk functions, and it manages all internal service processes. Wincor Nixdorf's on-site services include warranty services and repairs. Standard reporting services include documentation, fault report monitoring, and service level agreements (SLAs).

"The Wincor Nixdorf eServices platform is a unique approach because it allows customers to have fewer constraints when choosing the scope of preferred services," said Ulrich Seemann, vice president of service, Wincor Nixdorf USA. The eServices platform allows us to offer our customers a high degree of flexibility in turnaround time and pricing."

The eServices platform is an integral part of Wincor Nixdorf's overall services portfolio, which includes three main types of services:

• Traditional - Managing the entire lifecycle of hardware and software, including business solution, system integration and product-related services
• Advanced - Helping customers concentrate on core competencies; services include cash optimization, managed desktop, self-service devices management, and technical infrastructures outsourcing services
• Enabling - Solution-oriented consulting services, including project management and quality management services

Multi-vendor repair is an integral part of the Wincor Nixdorf services portfolio. Three main repair hubs are strategically located in Austin, Texas; Paderborn, Germany; and Shanghai, and the company works with more than 50 authorized repair centers worldwide with service available 365 days a year. Wincor's international logistics service stocks genuine, manufacturer-approved parts and consumables from approximately 350 different vendors; all services have been certified by the original manufacturers. Wincor Nixdorf equipment is brought up to the latest design revisions specifications at no extra cost when being repaired.

"Wincor Nixdorf meets all requirements for full-coverage, high-availability service, from method-based project planning of IT environments, on through to implementation and systems management," said Seemann. "We are an ideal IT partner because of our in-depth knowledge and worldwide expertise in retail and banking hardware, software and services."