HENDZ holding
High technologies for quality service
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1. Short Historical Summary
2. Holding Structure
3. Profile
4. Our Resources
4.1. Federal Coverage Map
4.2. Service Management System
4.3. Staff Competence
5. Services Delivered
6. GRG Banking Equipment
7. Professional Services
8. New Projects
9. Additional Equipment
10.Key Customers
11. Partners
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Content
HENDZ holding:
Terminal Networks
Development & Support
2003
2006
2007
2010
Foundation of a company «G-Tek»
Foundation of a company-partner«АТМ – Project»
Merge of «АТМ-Project» and «G-Tek» and foundation
of a company «Russian Service Company» (RSC) –
official service partner of NCR
Foundation of a company HENDZ Holding (HH). RSC
joins HH. Re-branding RSC in HENDZ service – the
executive company of service delivery for the Customers
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1.
Steps of Development
Short Historical Summary
JSC «Hendz Holding»
«Hendz Service» Ltd.
 Project Management
 Support of other companies: IT, HR, PR,
accounting, legal, etc.
 Certification, vendor’s communication
 Customer’s support
 Call Center management
 Technical staff management
 Service quality control
 Spare parts logistics management
«Hendz Sales» Ltd.
 Sales of solutions and services
 Account management, partner’s management
 Marketing
«Euroavto» Ltd.
 Operational leasing of automobile fleet
 Rental contracts management
 Company’s fleet management incl. service cars
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2.
HENDZ – Importance of Each Element
Holding Structure
Complex technical support and development of multivendor terminal networks
Self-service devices (SSD) – technical support:
 Atm’s (NCR, Wincor Nixdorf, Diebold, GRG, Nautilus, OKI)
 Payment terminals (ITT, DORS, Discovery, SFOUR, Quantum, Saga, NGT)
 Automated post terminals (Pick Point, Qiwi)
Total: 26.000+ ATM’s & other terminals / 30+ banks
Acquiring networks – technical support:
 POS – terminals
 PIN-pads
Total: 20 000+ units
Banking equipment and PS solutions – sales:
 GRGBankig ATM’s - Cash-Out /Cash-In / Recycling
 Retail Teller Machine (RTM)
 Multi-vendor SW Kalignite for ATM’s
 SW solutions for ATMs network
Major principles of HENDZ’s Team – long-term partner-ship, professional
approach, result orientation
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3.
HENDZ Holding – Russian Market Leader of
Terminal Network Support
Profile
Infrastructure
Federal service coverage
 All regions of Russian Federation (including Crimea)
 150 city’s and towns of direct presence
Management
 Head Office - Moscow
 6 regional branches
S-Petersburg, Samara, Krasnoyarsk, Rostov-on-Don, Krasnodar,
Ekaterinburg.
Refurbish centers
 Industrial refurbish centers for parts and modules
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R
Moscow, Rostov-on-Don, Ufa
Regional warehouses
 3 WHs - Moscow
 8 regional WHs:
S-Petersburg, Samara, Krasnoyarsk, Rostov-on-Don,
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Krasnodar, Ekaterinburg, Tula, Ufa.
4.
HENDZ – Here & Now
Resources
The Processes
Incident – Management
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Incoming calls registration. Receipt confirmation / calls’ status changing
notifications via SMS or e-mails in “auto mode”
Calls registration by the Customer into HH Service Desk via web – interface
Calls management in 7 х 24 х 365 mode
Acquiring network remote monitoring, “self-making decision” towards the
failure cases
Logistics Management
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Central WH + 7 regional WH’s
Parts refurbish centers (Moscow, Ufa, Rostov-on-Don)
Personal Parts Kits (PPK) profiles management
PPKs fill rate / load rate management
HH Logistics system is integrated to the parts suppliers’ systems – high
efficiency of parts management
Service Level management
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Escalation process while call is out-of-time
Monitoring system of “re-calls” within 3 months period for each ATM
Service reports in different scales
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4.1.
Service Management Tools
Resources: Service Management System
Resources: Service Staff
Service staff
Trainings
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400+ of customer service engineers - all regions of RF
Specialization - FLM / SLM / POS / INST
Each engineer equipped with Personal Part Kits
Each engineer equipped with auto
GPS tracking
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Regular trainings at the training
center of vendors and “HENDZ
competence Center”
Field coaching
Webinars, remote testing
HENDZ home page allows to
access into:
1) Hendz Social – Q&A, sharing
best practice and documents,
creative ideas / suggestions
2) Hendz Learning – Knowledge
data base with training courses,
tech docs, video instructions
3) Hendz WebCast – On-line
resource for interactive web
seminars
HENDZ – ensure high level of competence
4.2.
Classification
Technical Support
First Line Maintenance
Incidents resolve without parts usage. Primary diagnostics
Second Line Maintenance
Incidents resolve with parts usage and special diagnostic
tools
Achieving the shortest resolution time – up to 4 hrs, in 24х7х365 mode
Operational Support
All the services that are not affected to network
functionality – the “On Demand service”
Additional Services
Acquiring network monitoring;
“One window” Contact Centre for the Customer’s
departments and other subcontractors
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5.
HENDZ activities
Services Delivered
Self-Sevice devices
 Recycler / Cash-OUT / Cash - IN
 Bill payment kiosk / Night Safe/ Drive-Up ATM
6.1.
New Generation of banking equipment
GRG Banking Equipment
Bank office equipment
 Intelligent deposit
P1600
Retail deposit
P2800
P5800
Retail / bank deposit
Bank deposit
6.2.
New Generation of recycling ATMs
GRG Banking Equipment
Innovations
 Video Teller Machine (self–service bank office)
6.3.
New Generation of recycling ATMs
GRG Banking Equipment
Projects support
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Engineering solutions – development and supply
Project management – initiation, analysis, support
SW solutions – development and supply
System integration – linking together different computing
systems and software applications to act as a coordinated whole
 SSD software - development and supporting multivendor
software for SSD in cooperation with the KALignite company
Multivendor ATM Software
 Multivendor software that runs on any ATM brand
 KALignite supports 40 ATM manufacturers and hundreds of
model types
 KALignite software supports an extensive range of hardware
capabilities including coin and cash recycling, contactless cards
and EMV providing unsurpassed hardware independence
7.
HENDZ – at the forefront
Professional Services
New projects
HENDZ announce new business approach for branch and
branchless banking
Introducing the RTM
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The RTM is a Retail Teller Machine. It works just like an ATM, but
without cash inside
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Instead of dispensing cash, the RTM prints a secure voucher that is
exchanged for cash at the retail counter
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RTMs can be found inside retail locations and Banks, providing the full
range of banking services
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The shop owner will have less trips to deposit cash to the bank, and
less cash is held in the shop
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The retailer can buy RTM and take a share of any transaction revenue.
Bank can have business without ownership RTM
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HENDZ – innovative area of development
8.
Security solutions
Antiskimming / anti-trapping defense
 High-performance protection
 Developed into account the experience of skimming
& trapping attacks over the past 2 years
Antivirus for ATMs
 Created specially for ATM
 Threat monitoring
 Compatible with all OS
 Corresponding PCI-DSS
Security solution ATMEye IQ
 Remote file management and settings
 Secure file transmission
 Automatic archivation
 Corresponding PCI-DSS
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9.
HENDZ – keeping ATMs secure
Additional Equipment
 Full range of outsourcing: FLM / SLM / INST / Moving
 Multi-vendor service support of SSD (NCR, WN, Diebold, ITT, DORS)
 Multi-vendor service support of POS-terminals (Verifone, Ingenico)
Acquiring network support of 5 Sberbank Branches
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10.
Perfect Choice
Key Customers
KAL
Multivendor ATM Software / RTM vendor
(UK, Scotland)
GRG Banking
GRG vendor (ATM’s, recycling systems)
(China)
Delta – System
Nautilus Hyosung authorized representative office
(ATM’s, terminals, recycling systems)
(Russia)
Europeum
OKI ATM’s
(Russia)
BS/2
Security and videomonitoring, ATM’s safe management
(Lithuania)
SFOUR
Self-service terminals vendor
(Russia)
EuroTechZam S.A.
Multi-vendor ATM parts supply and refurbishment
(Spain)
TestLink
Global expert in ATM’s parts supply and refurbishment
(UK)
ATMDesk GmBH
Diagnostic Expert’s Software (Germany)
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11.
Reliable Partnership
Partners
Tel.: + 7 (495) 969 2090
Fax: + 7 (495) 665 3432
E-mail: info@hendz.ru
www.hendz.ru
Contacts
Contacts