What If Your Branch Tech Could Diagnose Its Own Issues?

Fort Mill, S.C. //

While branch traffic has fallen off, or changed, somewhat in recent years, many studies show that physical bank locations are still important to consumers. Moreover, customer experience within a branch can make or break an institution’s relationship with a client. With employees busy engaging customers, who tracks the health of the branch? With CompuCom’s Self Healing Branch solution, the branch takes care of itself.

By installing a lightweight agent on endpoint devices, CompuCom can monitor and provide performance and health insights, providing information about concerning instances that can be automatically remediated. If an issue cannot be automatically remediated, an incident is created with the client and information is issued to the support team, so they may triage and resolve the problem proactively. The solution is available through the cloud as a service or on premise.

According to the company, benefits of a Self Healing Branch include:

  • Scales with the institution
  • Minimizes end-user intervention
  • Seamless and lightweight application
  • Easy to use for users and technicians
  • Cost savings and efficiencies

The platform can resolve more than 400 types of issues including those related to point of sale, workstations, teller machines, computers/laptops, hard drives, apps, PC tune-ups, Outlook, printers, peripherals, browser, display, digital signage, connectivity, network, driver, antivirus, blue screen and startup issues. Issues that previously took hours or days to be resolved can now be remediated in seconds or minutes by the automated technology.

“The main market differentiator we’re providing is the ability to diagnose and resolve issues without human intervention,” said Ross Feldman, CompuCom’s chief technology officer of financial services. “The Self Healing Branch can mitigate up to 52 percent of all incidents before they hit the mainstream business operation. That number is expected to increase as the product is further tested in real-world environments.

“It’s one less thing to worry about and puts all of the focus on customers and their experiences,” he added. “Customers need to feel safe, secure and confident about their banking interactions and activities.”

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