Podcast: A deeper look at ATM managed services

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Burroughs specializes in OEM agnostic maintenance services to offer customers a consultative partner and a business model that protects our customers' investment which prolongs the life and availability of equipment through a nationwide technician base. Burroughs offers maintenance services, technical support help desk, project management, managed services, repair and refurbishment and a certified equipment solution. To learn more, visit www.burroughs.com

Podcast Summary

Due to frequent hardware and software upgrades and an increased risk of cybersecurity attacks, more FIs are outsourcing their ATM operations — handing over tasks, such cash management, system updates, compliance issues and, in some cases, even ownership to someone else.

In the world of managed services, Burroughs, based out of Plymouth, Michigan, is one of the largest providers in the industry, with over 600 field technicians across the U.S.

In this podcast, Adam Hobelmann, the firm's VP of sales and marketing, talks about the company he works for and the changes he's seen in the managed service business.

Burroughs has a unique history. In the more than a hundred years since it has been around, the firm has gone through a number of transitions, Hobelmann says, but these days, it's focused solely on service and maintenance and electromechanical cash automation.

As he sees it, the genesis for when the managed services business really took off goes back to when ATMs become software capable and operators started to see a need for some type of remote interaction with the ATM.

"When you have anything that is software based, it is going to require maintenance, it is going to require patching," he said in the podcast. "It's become less of a novelty and more of a need to have within your ATM fleet, especially with all of the cyber attacks that you hear about and the endless amount of security threats mounted against computers and ATMs."

Why don't banks and credit unions simply manage their ATMs themselves? Some of them do, said Hobelmann, but the real answer to that question is complexity.

"The amount of things that have to happen to an ATM has grown over the years to the point where a lot of institutions just don't have the staff or the expertise to be able to do this themselves.

If you just think about things like PCI compliance, where you have a certain amount of things that have to be done monthly and quarterly at the ATM, Windows patch management, security detection, all of these things have just grown and grown to a point where a lot of institutions have just thrown up their hands looking for a solution, and that is where we, or some of our other partners in the industry, would come in."

To hear more, listen to the full podcast above.