Financial institutions invest in a more agile ATM architecture to increase customer loyalty and revenue where its solution is suitable for any ATM network size, supports different machine types, and offers comprehensive functionality with improved customer satisfaction and increased revenues. It enables customers to interact with the bank and perform most of the branch's activities using real-time communication and video, offer their customers personalized experience with enhanced data security, extend service and opening hours, and sales conversion at lower cost.
A global FinTech company approached Encora to help them improve the efficiency of its existing learning program for their technicians to troubleshoot and repair ATM components.
Any damage to the ATM components and their internal units during repairs meant a complete replacement of the internal units, which has a direct cost impact.
Considering the cost implications, the re-designed learning program expectations were:
Virtual, ‘Practice-to-Perfect’ Approach
Reinforcement and Performance Support
The 3D nature of the simulation allowed learners to become comfortable with the components and practice in a ‘safe’ virtual environment without real-world consequences.
The review functionality and performance support videos enabled learners to internalize the steps of the procedures.
Using navigation arrows enabled learners to explore and familiarize themselves with the components from all angles and sides by providing a 360-degree rotation view.
The 3D view and the option of selecting appropriate tools made the training as close as possible to the learner’s real-life work situation.
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