East African Bank Group Brings Service Assurance to Its ATM Estate With Ollandi
A bank group operating ATMs across several East African markets uses Ollandi for ATM to see cash, vendor and recovery conditions as one estate, and to close incidents only when terminals are serving customers again.
The condition
The bank group runs ATMs across several East African markets, each with its own cash-in-transit contractor, hardware maintenance vendor and carrier. Every country team could see its own terminals. Nobody could see the estate.
The gaps showed up in the same places every month. Terminals ran out of cash a day before the next scheduled CIT visit. A vendor marked a ticket resolved while the terminal was still rejecting withdrawals. A carrier outage in one city produced dozens of separate tickets, each worked as its own fault. When the bank challenged a vendor's SLA performance, the vendor's ticket history was the only record available, and it said the work had been done on time.
An ATM can be online and still fail the customer. The bank needed a view that measured the service the customer actually received.
Ollandi's role
The group deployed Ollandi for ATM, powered by the ATM Domain Intelligence Pack, under the Observe & Notify control. Ollandi connects through read-only access to the bank's ATM monitoring platform, cash systems, vendor and SLA records, and network status feeds. It never writes to those systems and never acts on a terminal.
Cash forecast against the next CIT visit
Ollandi forecasts each cassette against demand and against the terminal's next scheduled CIT visit. Terminals forecast to run dry before that visit appear as developing risks, early enough for the cash operations team to reschedule with the contractor. Ollandi does not order or schedule CIT visits. It gives the people who do the evidence to act sooner.
Vendor clocks measured from evidence
Each vendor contract carries response and restoration clocks. Ollandi tracks every open case against those clocks and marks it at risk once 80% of the allowed time has passed. Breaches, and the penalty exposure attached to each contract, are recorded from terminal evidence rather than from the vendor's ticket status.
Recovery verified, not declared
When a vendor reports a fault fixed, the case moves to "provider declared fixed" and stays open. It closes only when Ollandi sees the terminal dispensing again. The bank's operations leads now distinguish between a closed ticket and a recovered terminal, and their vendor reviews reflect that difference.
Estate-wide conditions recognised as one event
When a carrier link fails, Ollandi correlates the affected terminals into a single case explained by the upstream condition and routes it to the team that owns the carrier relationship. Declared maintenance windows suppress Ollandi's own alarms, so planned work no longer looks like an outage.
The operating outcome
The country teams work from the same estate picture. Cash shortfalls surface while there is still time to change the CIT schedule. Vendor reviews start from recorded restoration evidence, and the bank can show exactly which breaches occurred and what they cost under each contract.
The bank's own teams and vendors still do the work. What changed is that each incident now ends with evidence that the customer can use the terminal again.
Operating control: Observe & Notify.
