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Financial Self-Service Outsourcing

Industries:

  • Financial Services

Offering Groups:

  • Telecommunications

Solution Areas:

  • Outsourcing Solutions

Regions:

  • Spain

Challenges:

  • Self-service network by transferring it to a global service provider capable of applying its know-how

Benefits:

  • To improve service quality for its customers, unifying the objectives of all the agents involved under a new work methodology
  • To centralize the multi-supplier management of the channel in a team which is responsible and the only liaison with the entity
  • To optimize the execution of the on-site interventions of the diverse service providers
  • To introduce a reiterative innovation mechanism capable of adapting in time and cost to ongoing market development

The Challenge

Caixa de Catalunya, the second savings bank in Catalonia and the third in the Spanish state, has initiated a revolutionary project for the Integrated Management of Self-Service Networks with Fujitsu Spain, a leading financial self-service provider in the Spanish savings bank market.

What do we understand by self-service outsourcing?
By self-service outsourcing, we mean the outsourcing of all the tasks that are related to the management of a financial entity’s self-service channel.

Caixa Catalunya decided to outsource the management of its self-service network by transferring it to a global service provider capable of applying its know-how in order to improve the reliability and efficiency of the aforementioned service channel for the entity’s customers.

The Solution

Fujitsu has been the service supplier around the Caixa Catalunya self-service environment for a long time. It currently renders technical maintenance services to a large part of all the ATMs installed.

The particularities of the new business line that Fujitsu has been implementing for the integrated management of self-service networks, as well as its experience in systems and services related to the maintainability of these networks, led Caixa Catalunya to profit from the trust placed in Fujitsu and charge it with designing an outsourcing solution for all its ATMs distributed throughout national territory.

At the outset, the project, which is initially valid for three years and renewable, includes the installation of a Management Center which is tasked with the following services:

  • Monitorization
  • Filtering and assigning of incidents to service providers on site
  • Coordinating and improving the efficiency of on-site and remote service teams
  • Monitoring compliance with service SLAs
  • Preventive and optimized planning of cash and consumable replacement
  • Supplier management
  • Generation of proposals for improving the network
  • Monitoring and development reports

These services will help the entity to obtain a clear and long-lasting competitive edge within the action scope of its channel.

The Management Center is supported by a computer system, developed by Fujitsu, which is based on its extensive experience in maintaining financial self-service networks. The Management Center is operated by a Fujitsu human team, called the back-office, which is established as an entity that integrates and coordinates the services related to the aforementioned maintainability.

The agreement reached, which fully satisfies both parties, allows the entity’s current variable cost components to be transformed into a fixed economic structure which is subject to commitments to improve the quality of the overall service.

Through this agreement, Fujitsu España, a symbol of quality, creativity, reliability and high technology and a benchmark in customer-tailored services, ratifies its commitment to developing its business models towards areas of close collaboration with its customers. “Technological partners vs. service providers”.

  • To improve service quality for its customers, unifying the objectives of all the agents involved under a new work methodology
  • To centralize the multi-supplier management of the channel in a team which is responsible and the only liaison with the entity
  • To optimize the execution of the on-site interventions of the diverse service providers
  • To introduce a reiterative innovation mechanism capable of adapting in time and cost to ongoing market development.