Archive for the ‘Company news’ Category

In tough times, refurbished ATMs get a look

Monday, October 19th, 2009

When deciding to install an ATM, the biggest expense usually is the cost of the machine itself. They’re cheaper than ever, but still run $2,000 to $3,000 — or even more for top-end models.

So it’s no surprise that buyers are interested in refurbished ATMs. They cost less than new machines — and it’s good for the environment, too.

The cost savings can be substantial — as little as half the price of a similarly configured new machine, though a 40 percent savings is a good rule of thumb.

But not every refurbishment is the same. The quality and extent of the work depends on the skill of the technician performing it. Don’t just look for the lowest price; look for a company with a competent service department, and get details on exactly what they do with the machine. Make sure all the components get inspected for signs of wear. And make sure the machine gets thoroughly tested after it’s been worked on.

It’s also a good idea to buy from a company that will stand behind its products after you buy it. If they aren’t willing to install and service the machine, that’s a warning sign that you might be buying a lemon.

In addition, refurbishment offers both opportunity and cautions when it comes to rapidly changing technology.

The caution: Make sure you’re not buying an obsolete machine that will need to be upgraded or replaced in a few years. Making sure an old machine is working doesn’t give it a color screen, a fast processor, a modern operating system or up-to-date encryption. Be sure the machine you’re buying will meet your needs and industry standards for years to come.

The opportunity: Since refurbishing a machine involves taking it apart anyway, upgrades can be added for relatively little extra cash. It’s easy, for instance, to install a color monitor, new printer, faster processor or more advanced card reader, or make the machine wireless or Internet ready. Machines can also be painted or wrapped. Don’t be afraid to ask the refurbisher about adding features you want.

ATM Network occasionally acquires used machines. When we do, our experienced technicians restore them to like-new status. Our refurbished ATMs come with the same service agreement as our new machines; that’s how confident we are in our refurbishment process.

Bring us your used machine to refurbish, or ask if we have any in stock. Even if we don’t have one, we might be able to find one for you. We’ll get it, restore it, deliver it, install it and service it afterwards. It’s yet one more reason why ATM Network is the best partner you can have in the ATM business.

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Tech Tales: The Case of the Missing Surcharge

Monday, October 12th, 2009

Editor’s note: ATM Network technicians are so experienced that they routinely uncover and solve problems that the manufacturers themselves missed. This is the story of one such incident.

A few years back, a major ATM manufacturer introduced a machine that offered lots of great features — big screen, modern operating system, reliable mechanisms and lots of expandibility. But its software lagged behind, making the machines run sluggishly.

So with great fanfare, the company released a software upgrade that turned the laggard into a blazing-fast wonder. Customers clamored for them, and ATM Network began installing them by the truckload.

But we quickly encountered a problem. Cash withdrawals worked fine, but every time a customer performed a balance inquiry, the machine would shut itself down for 15-18 seconds, disrupting transactions.

Our troubleshooting team got involved. After some testing, they discovered that during those 15-18 seconds the ATM was resetting itself by downloading fresh surcharge information and encryption keys from our transaction processing server. That was a normal function, but one that rarely occurred — it was only necessary when there was a discrepancy between the ATM’s settings and the server settings. In this case, however, the settings weren’t changing on either end, so there was no reason for the resets.

The manufacturer didn’t know what the problem was. So our team began asking questions. Were there programming errors in the software code? Had the software upgrade made any changes to how settings were stored? Were there new settings that the transaction server wasn’t reading correctly? The answers came back: no, no, no.

The team finally decided to focus on the odd fact that the problem only cropped up during balance inquiries. From the ATM’s perspective, the main difference between a balance inquiry and a cash withdrawal is the surcharge: balance inquiries are free, withdrawals generally are not. Maybe there was a problem with how the machine decided which transactions had a surcharge and which ones didn’t.

Programmers use something called a “flag” to determine status settings. A transaction that has a surcharge would have its surcharge flag set to “on”, meaning a surcharge is assessed. A balance inquiry has its surcharge flag set to “off”, meaning it’s free.

But as the team dug through the system, they discovered that this machine did things a little differently: the surcharge flag was always set to “true”; all it did for free transactions was set the surcharge amount to $0.

That was odd, but seemed harmless. The effect was still the same: withdrawals had a surcharge, balance inquiries didn’t.

The team did some more digging, with engineers from the manufacturer on the phone to help. Together they soon discovered the problem. Besides checking its own settings, the ATM also verified its settings with the transaction server. But the transaction server had only one surcharge amount listed — the surcharge levied for cash withdrawals. This made sense, because if the ATM used the surcharge flag properly, then the only time a surcharge would be triggered was during a cash withdrawal.

But in this case, the ATM was triggering a surcharge on balance inquiries, too. And that $0 surcharge didn’t match the surcharge information on the server. So the ATM assumed its settings needed updating, and took itself out of service while it downloaded new settings from the server.

Thanks to the combined efforts of ATM Network and the manufacturer, the manufacturer wrote and released a software patch fixing the problem.

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‘I wish we had contacted ATM Network years ago’

Tuesday, October 6th, 2009

A letter from one of our customers:

I just wanted to let you know how happy Landmark College is with our two new ATMs. I looked back at our timeline and saw where I first made contact with ATM Network on July 16. Our two new ATMs were installed on August 24 by a very knowledgeable technician who explained the system and who made us feel comfortable in our roles in maintaining the machines.

In the first month of operation we made $1,326 in commissions, which was $249 more than we made in ATM revenue for the previous entire year.

I believe you made the comment that we probably would earn enough in commissions to pay for one machine before the invoice arrives. At the current pace, it looks like we will have amassed enough commissions to have both machines paid for before the first invoice arrives.

I also have been enjoying the ability to view ATM cash balances from my desktop, which has allowed us to refill the machines before they run out of cash. It’s been a wonderful experience and I wish we had contacted ATM Network years ago.

Thanks again and I look forward to many more profitable months.

Mark Higgins, Controller
Landmark College

Read more customer testimonials on our testimonials page.

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Tech Tales: Jim’s Corner

Monday, September 28th, 2009

The dotted line shows the route driven by our tech.

Early one spring, ATM Network got a call to install an ATM at a resort on an island in Lake of the Woods, on the Minnesota/Canada border. As you can see from the map, Lake of the Woods is huge and the border cuts back and forth through it several times, but generally the east and north sides are in Canada, while the United States owns a portion of the west and south sides.

The weird thing is that a large chunk of the western shore is a peninsula, known as the Northwest Angle. The peninsula itself is part of the United States (it happens to be the northernmost point in the United States, aside from Alaska), but the shore it’s attached to is Canadian. This odd situation is a result of a geographic mistake written into the Treaty of Paris, which ended the Revolutionary War and defined the boundary between Canada and the United States.

The resort was on an island just off the end of this peninsula, and much closer to the north shore than the south. That meant the installer had to cross into Canada, drive up the west side of the lake, cross back into the United States, drive to the end of the peninsula, and then get on a boat to reach the resort.

There was flooding all over northern Minnesota, and most of the hotels in the area were still closed for the season. Those that were open were booked up. So the installer spent the night in Grand Forks, N.D.

The next morning he tried to drive to Warroad to cross into Canada. But flooding had closed the roads around Roseau, so he backtracked and ended up crossing the border at a town called Pinecreek. After going through customs (in a van filled with tools and a large ATM), he spent 45 minutes driving toward the peninsula.

As he neared the peninsula’s border, he started seeing signs for a place called Jim’s Corner. They all urged drivers to stop there, saying “You must stop at Jim’s Corner.” “Be sure to stop at Jim’s Corner.” It sounded like the Wall Drug of northern Minnesota. By the fifth or sixth sign, the installer was really curious what Jim’s Corner was.

But when he finally reached it, “Jim’s Corner” was a plain, unremarkable shack on the side of the road. The installer shrugged and drove on past.

The shack at Jim's Corner.

He crossed back into the United States (there was no border crossing, just a sign) and drove to the end of the peninsula, where a water taxi service could take him to the resort. He wasn’t sure what tools he would need, so he unloaded his entire van (including the ATM) into the boat.

The boat made several other stops, so it was a couple of hours before the installer arrived at the resort.

The installation itself was quick and routine. After making sure everything was working and showing the resort staff how to use their new machine, the installer packed his tools back up and went to wait for the boat to return. A couple of hours later he was back on shore. He packed up his van and headed back toward Canada.

As he drove down the peninsula, he again started seeing signs for Jim’s Corner. It had been a long day, and he was still mystified at what Jim’s Corner had to offer that justified all the signs. So when the shack came into sight, he pulled over, stopped, and walked in.

Inside was a video phone with U.S. and Canadian flags, underneath the words “Where are you checking into?” Since he was heading into Canada, he pushed the “Canada” button. A customs agent appeared on the screen and began asking him standard customs questions: “Where are you going? Do you have anything to declare?”

Yep, it was the border station, run on the honor system and managed over remote video by customs agents based elsewhere.

After answering the questions — and hoping the agent wouldn’t notice that, according to their records, he had entered Canada twice that day without ever leaving it — the tech returned to Grand Forks for the night, ending a 14-hour day.

More on Jim’s Corner
In 2006, CNN’s Gary Tuchman visited the shack.
Photos of the inside of the shack.

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Stadium Village gets cash access upgrades

Wednesday, September 23rd, 2009

TCF Bank Stadium, as seen from the sidewalk outside Sally's Saloon.

With the opening of the new TCF Bank Stadium on the University of Minnesota campus, the Stadium Village shopping district once more lives up to its name (indeed, you can buy t-shirts that read “Stadium Village: Now with stadium.”).

Anticipating a surge of cash-strapped fans, two ATM Network clients prepared for the rush in different ways.

Stub & Herbs has been a campus staple for 70 years.

Stub & Herbs, the campus drinking and dining staple, has an ATM Network machine inside. For the home opener on Sept. 12 they opened an expanded outdoor “beer garden”, and plan to add tailgating space for future games. The result: sales that were five times a normal Saturday.

Sally's new through-the-wall ATM.

Just down the street, Sally’s Saloon has been in business for 17 years. They also have an ATM Network machine inside. But Sally’s decided on a more innovative response to the new stadium: adding a second through-the-wall ATM to serve street traffic. Their strategy is twofold: extra surcharge revenue from passers-by, and advertising screens that encourage people who just got cash to stop in and have a drink or a bite to eat.

A close-up of Sally's new ATM. The owner built the wooden enclosure; ATM Network installed the machine.

A customized ad screen encourages ATM users to stop inside.

Both examples show how successful business owners get the most out of their ATMs. For them an ATM is a convenience for customers, a revenue source and a marketing tool, all in one compact package.

Go Gophers!

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The importance of clearance

Friday, September 18th, 2009

Friday fun: What happens when a very tall tow-behind encounters a not-so-tall awning over a drive-through ATM? One of them loses. And it being a drive-through, it was all caught on video.

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The art of wrapping

Thursday, August 20th, 2009

If you’ve ever wondered how ATMs (and cars, buses and trains) get dressed up with colorful images and graphics, just read on.

ATM Network recently landed a contract to provide three ATMs to Rochester Community and Technical College (RCTC). As part of the agreement, RCTC wanted the ATMs to wear the school logo and colors.

That meant something called “wrapping”, where the machine is literally wrapped in sheets of heavy-duty glue-backed vinyl. Though the materials vary slightly, it’s the same process used to wrap cars, buses, trains and scoreboards in eye-catching imagery. Here’s how it worked in our case:

Digital mockup of the wrapped ATM

1. Our designer mocked up a digital image of how the machine would look.

The wrap design applied to a full-sized template.

2. Once the design was approved, the designer built a full-sized, full-resolution version using a digital template of the specific ATM model. In this case the model changed between mockup and contract signing, so the design changed slightly, too.

The finished vinyl panels, waiting to be installed.

3. The design file was emailed to a printer that specializes in vinyl graphics, which printed it on thick vinyl with a glue-covered backing. The finished panels were shipped back to ATM Network, ready to be installed.

Putting primer on the edges.

4. The installer first painted the edges of each machine with metal primer, to help the panel glue stick.

Applying the left panel.

Cutting the left panel.

Applying the right panel.

5. After aligning and applying the left panel, he cut the front edge to match the contour of the machine. Then he repeated the process with the right panel. The edges of each panel wrap around the corners of the machine for added purchase.

Applying the back panel.

6. Next the back panel went on.

A blowtorch?!?

7. Sometimes a blowtorch is needed to soften the vinyl so it can be stretched taut or bent around corners.

Applying the top.

8. Next the top went on, covering the seams of the other panels and sealing the whole wrap.

Smoothing the vinyl.

9. The installer used a scraper to smooth each panel flat and tuck it into grooves in the metal.

Applying the front.

10. After carefully laying the ATM on its back, the installer attached the front panel. If necessary he cut holes for things like keyholes, combination locks, levers, etc.

Cutting out the vent holes.

11. Lastly, the installer used a razor knife to cut out all the ventilation holes covered by the vinyl.

Three finished ATMs.

12. Repeat the process twice more, and voila! You have three eye-catching ATMs ready for delivery.

ATM Network can wrap or paint any ATM we sell. We can attach your design or help you design one. Visit our Upgrades page for more details.

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ATM Network launches redesigned website

Wednesday, August 5th, 2009

ATM Network, a leader in the independent ATM industry for 13 years, today launched the most extensive, customer-oriented and competitive website in company history.

The site was rebuilt from the ground up to provide the latest information and services to both existing and potential customers.

“It’s all about helping people quickly find the information they need,” said founder and CEO Phil Rock. “Our new site is packed with information and easy to navigate, making it simpler than ever to compare and learn about ATMs. We’re confident that an informed customer will see why ATM Network is the perfect partner for their business.”

And that includes much more than cash machines. While ATM Network is well known for its ATM sales, service and processing, a lot of people don’t know that the company offers free check-collection services and credit-card processing through its Check Collection Network Services (CCNS) and Card Network Services (CNS).

At first glance such services might not seem to have a lot to do with ATMs, but the connection is obvious to Rock. “It’s all about cutting transaction costs. ATMs lower the risk of bad checks and cut credit-card fees on the front end by reducing the need for checks and credit cards. CCNS and CNS save money on the back end, by minimizing the cost and hassle of collecting payment. Both services make our customers that much more profitable, and give us the competitive leverage to keep on growing regardless of economic conditions.”

The site also highlights the company’s ATM accessories and upgrades, such as alarms, signage, wireless and Internet adapters, custom painting, custom wrapping and cabinetry.

A FEATURE-PACKED WORK IN PROGRESS
ATM Network spent four months designing and building the new site. While the company wanted a design that accurately reflected ATM Network’s approach and personality, most of their effort went into developing a ton of customer-friendly features, including:

A place for customers to log in to their accounts and check activity and balances;
Downloadable forms, manuals, error code lists and customer guidesheets;
An online troubleshooting guide for ATM owners;
An industry news blog, containing the latest news about the company, the industry, ATM usage and consumer research;
An interactive gallery of ATMs, where users can search by make, model, software and screen size and get detailed information on each.
An online profit calculator, so prospective customers can decide whether an ATM makes financial sense for them;
A collection of videos explaining how owning an ATM works, and some of the considerations, caveats and benefits of owning vs. leasing vs. placement;
Making it obvious and easy to contact the service and parts departments — unlike a lot of companies that make it easy to reach a sales rep but hard to reach anybody else.

And this is just the beginning.

“Business is like art,” Rock said. “It’s about constantly working to perfect your next masterpiece.” Translation: The site will be a work in progress, continually adding features and content. First on the list: a full-featured online store for ATM machines, processing, parts, upgrades and accessories. Also on the agenda: adding more manuals and troubleshooting guides, and creating login-protected customer pages that will provide information and downloads specific to each customer.

“With our new website, we’re giving end users everything they need to choose the right company, the right product and the right services for today and into the future,” Rock said. “You can’t do that with a one-and-done design. Through our commitment to continual improvement, the site will always contain the latest features and products needed to make our merchants happier and more profitable.”
To view the site, visit http://www.atmnetwork.net

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ATM Network honors employee’s eight years of service

Wednesday, May 27th, 2009

Steve Fisher, a member of the ATM Network sales team, recently marked eight years of service to the company.

At a celebration last week, ATM Network founder and owner Phil Rock presented Steve with a cake, a bonus and some time to reflect on the past eight years. Phil and sales manager Chad Woolson told stories about the company’s early days, from its founding in Phil’s basement to its first office in a strip mall in Minnetonka.

Steve has contributed greatly to the growth of ATM Network through his long and dedicated service. But he’s hardly alone. Our 25 employees represent nearly 120 years of combined experience in the ATM industry. Next month we will celebrate three more anniversaries with a combined 35 years of experience.

Such longevity and experience is why ATM Network continues to weather changes that have seen competitors come and go. Our staff of competent and committed professionals support each and every machine and transaction, a level of service that no other provider can touch.

Tags: anniversary, ATM Network, history
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