East African Bank Group Brings Service Assurance to Its ATM Estate With Ollandi
A multi-country bank group uses Ollandi for ATM to manage cash, vendor performance and recovery across its ATM estate from one evidence base.
Summary
A bank group operating ATMs in several East African markets deployed Ollandi for ATM to replace country-by-country monitoring with a single view of estate service. Cash shortfalls are now forecast before the next cash-in-transit visit, vendor performance is measured from terminal evidence, and incidents close only when the terminal is serving customers again.
Before Ollandi
- Each country team monitored its own terminals. No one had a view of the full estate.
- Terminals regularly ran out of cash before the scheduled cash-in-transit (CIT) visit.
- Vendors closed tickets while terminals were still failing customers.
- A single carrier outage produced dozens of separate tickets.
- SLA disputes relied on the vendor's own ticket history.
After Ollandi
- One estate view across all markets, shared by every country team.
- Per-cassette cash forecasts against each terminal's next CIT visit, early enough to reschedule.
- Vendor response and restoration clocks tracked from terminal evidence, with breach and penalty exposure recorded per contract.
- Cases marked "provider declared fixed" remain open until Ollandi verifies the terminal is dispensing.
- Carrier and upstream failures grouped into one case and routed to the owning team.
- Declared maintenance windows suppress alarms for planned work.
Deployment
- Product: Ollandi for ATM, powered by the ATM Domain Intelligence Pack.
- Data sources: ATM monitoring, cash systems, vendor and SLA records, network status. All access is read-only.
- Operating control: Observe & Notify. Ollandi does not act on terminals or schedule CIT visits.
- Repairs and cash operations remain with the bank's teams and contracted vendors.
By the numbers
Measured across Glemad's production deployments and published in the the earlier model research research paper:
- Mean time to detect: 0.8 minutes, against an industry average of 287 minutes.
- False positive rate: 1.2%, against an industry average of 23.5%.
These figures come from environments with mature telemetry and defined policy baselines. Results depend on the quality of the telemetry available.
