Genpass Case Study

Automated scheduling and dispatch for flawless service delivery

 

Introduction

Genpass, Inc. is the manager and operator of the MoneyPassSM, MoneyMakerSM and MONEY BELT® ATM networks with approximately 28,000 ATMs located throughout the country. The second-largest EFT/ATM processor in the U.S., Genpass processes 360 million transactions annually and services over 1,000 banks, credit unions, retailers and Independent Sales Organizations (ISOs). Its customers include leading financial companies such as Bank of America and ATM operators such as Cardtronics.

 

Challenge

As a large 3rd party service company (3PSC) Genpass faced challenges maintaining customer service level commitments, ensuring personnel productivity, and managing large installed base and service parts inventories. To manage the operations, maintenance, and inventory needs of hundreds of technicians across 70 zones across the U.S., Genpass turned to the ONE Service field service automation solution from One Network Enterprises.

 

The Solution

ONE Service provided Genpass with a comprehensive solution that supports the entire end-to-end service delivery process. Everything — from customer information, product pricebooks and service level agreements, to installed base configuration, service parts inventories, and procurement processes — is securely managed within the One Network hosted environment.

A secure interface with Carreker’s e-Teller product further extended the application and enabled ONE Service to fully automate the entire scheduling and dispatching process. ONE Service manages call generation, personnel selection, automatic mapping, optimized routing, and productivity optimization; all with real-time data transmission through an extensive deployment of wireless handheld computers.

ONE Service – Value Networks for Service

ONE Service is the first end-to-end service solution designed to serve the entire value network, not just a single company within the larger whole. It encompasses processes for workforce management, service management, inventory planning and logistics — all in a multi-company networked environment. ONE’s unique enabling technology delivers connectivity, visibility and actionability. All participants have full visibility into real-time information throughout the entire network; share connected business processes; and benefit from integrated transaction management, execution and real-time planning.

Business process templates allow network partners to create shared, flexible processes that easily cross the gaps in systems, silos and companies. ONE Service processes include:

  • inventory planning and logistics — parts order management, fulfillment and reverse logistics
  • workforce management — (advanced scheduling, dispatch and routing
  • service management — customer management, contract and entitlements, product catalog and call management mobility management

The value networks are managed, executed upon, and designed using the ONE Service Managers. These are:

  • Command Center — the network desktop for launching business processes. It provides end-to-end visibility — and more importantly, control — of the multi-company service processes.
  • Intelligent Execution Manager (IXM) — real-time, incremental decision support that bridges the gap between planning and execution, creating a sense-and-respond value network. Constantly monitoring real-time execution activities, IXM detects issues as they arise and automatically triggers corrective action.
  • Studio — a service design kit (SDK) that lets companies easily configure and extend ONE Service to meet the specific requirements of their value network. All aspects of ONE Service are configurable within Studio, from the transaction and process flow through the layout of the user interface.

About One Network Enterprises

One Network provides the value network infrastructure and Web applications as hosted networked services. Demand signals reach all parties on the network simultaneously, faster than traditional point-to-point EDI or batch communications. ONE's Intelligent Execution Manager creates and adjusts orders automatically at any “echelon” in the network - stores, distribution centers and suppliers - based on real-time demand and available supply at all echelons. Users improve service levels and same-store sales by accelerating the movement of inventory and data through the value network. One Network created and hosts internet-based value networks with many-to-many connectivity, built on next-generation technology delivered in a flexible on-demand model. Rather than simply accelerating point-to-point data exchange along a traditional linear supply chain, the One Network is a highly distributed value network where any participant can see and react to what is happening at any point in the network. Beyond visibility, the solution integrates transaction management with execution and real-time planning. Network participants create and share multi-company business processes, and can quickly adapt them in response to changing conditions. Incremental decision support allows partners to resolve issues as they arise in real-time, and automatically guides operations towards business objectives.

For more information, please call +1 866-302-1936 or visit www.onenetwork.com.

 

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