AMELIA ISLAND, Fla.--(BUSINESS WIRE)--(FUTURE DIGITAL FINANCE BOOTH #1) CompuCom Systems Inc. (“CompuCom®”), a leading provider of managed digital workplace services that is now part of Office Depot, Inc. (NASDAQ:ODP), today introduced the Self Healing Branch™, an automated service that monitors, detects, diagnoses and resolves device performance issues without the need for end-user intervention – empowering bank employees to focus on their customers.
Through an effective use of technology, banks face an opportunity to improve customer engagement and better manage risk. Safeguarding customer information, mitigating internal data leaks, eliminating critical service interruptions, improving unreliable service from vendors, and overcoming legal and regulatory issues resulting from inaccurate, inconsistent or missing data are all common banking challenges that proper solutions can address.
Designed to drive branch continuity that enables banks to better focus on the customer experience, the Self Healing Branch, powered by CompuCom, is an automated service that keeps branch technology up and running by monitoring device performance in real time. Leveraging the CompuCom ASCEND™ Digital Platform, the Self Healing Branch automatically detects and resolves issues, outages and failures. Predictive and proactive, the technology fixes issues before they impact employees or disrupt business, expediting issue resolution from hours – or even days – down to minutes, saving significant time and money. If an issue cannot be resolved with the Self Healing technology, the system automatically records the issue, opens a service ticket and dispatches a technician, all without employee intervention.
“Working with six of the top 10 U.S. financial institutions and other clients has helped us deeply understand bank pain points and how to resolve them,” noted CompuCom Chief Product Officer Ken Jackowitz. “All of our lessons learned and client feedback went into the development of the Self Healing Branch, which frees bank employees from the burdens of technology downtime and lets them focus on their customers.”
The Self Healing Branch addresses several key issues, including:
- Device Failure – The Self Healing Branch automates initial troubleshooting, greatly speeding up the resolution process. For example, the technology can constantly monitor all end-user devices, such as bank check readers and signature pads. Should an issue occur on any of these devices, it can be detected, diagnosed and resolved without end-user intervention. The branch employee would experience no interruption in service on the devices and can therefore provide an efficient customer experience to clients.
- Network Connectivity – When a loss of connectivity is detected, the Self Healing Branch instantly diagnoses the problem and automatically takes action to fix the issue by resetting and troubleshooting the network. The result is a fully automated and seamless end-to-end detection, remediation and resolution process.
- Operating System – The Self Healing Branch’s automated “detect and diagnose” protocol pinpoints the exact issues behind outages, minimizing needless replacement of parts and expensive technician visits. If parts or components need to be replaced, the Self Healing Branch automatically dispatches a technician with the right parts and tools to ensure the problem is quickly fixed after the initial call.
- Applications – When the Self Healing Branch detects an application error or a software crash – for example, with Java, Adobe or Flash – it immediately closes and restarts the application, and initiates a reinstall when necessary, all without any user intervention.
AI and Process Analytics
The Self Healing Branch includes AI and process analytics that visualize technology operations at near real-time speeds, creating insights and identifying automation opportunities that help clients understand problem areas and make the necessary operational adjustments. Engineered as an adaptive solution, the Self Healing Branch automation library expands as new opportunities for automation are found and added through daily branch activity.
For more information on the service and CompuCom financial services technology solutions, please visit www.compucom.com/selfhealingbranch.
CompuCom Systems, Inc., a wholly owned subsidiary of Office Depot, Inc. (NASDAQ:ODP), provides end-to-end managed services, technology and consulting to enable the digital workplace for enterprise, midsize and small businesses. Celebrating its 30th year, CompuCom offers clients individualized experiences, drives workplace collaboration and productivity, and delivers operational performance and efficiency. For more information, visit www.compucom.com.
© Copyright 2018 CompuCom Systems, Inc. All Rights reserved. CompuCom is a registered trademark of CompuCom Systems, Inc.
Self Healing Branch is a trademark of CompuCom Systems, Inc.
ASCEND is a trademark of CompuCom Systems, Inc.
Office Depot is a registered trademark of The Office Club, Inc. OfficeMax is a registered trademark of OMX, Inc. Grand&Toy is a trademark of Grand & Toy, LLC in Canada.
©2018 Office Depot, Inc. All rights reserved. Any other product or company names mentioned herein are the trademarks of their respective owners.