The client, Diebold Nixdorf, is a global company that automates, digitizes, and transforms the way people bank and shop. It partners many of the world’s top 100 financial institutions and top 25 global retailers. Their integrated solutions connect digital and physical channels conveniently, securely, and efficiently for millions of consumers each day. The company has a presence in more than 100 countries with approximately 22,000 employees worldwide.

As part of its ongoing ATM support and upgrade functions, Diebold Nixdorf had the task to quickly maintain close to 5000 ATMs in UK and Ireland as part of its business with Bank of Ireland. To achieve this goal, Diebold Nixdorf was on the lookout for a scalable Help Desk service that would allow the company to straighten the upgrade processes by automating them. In addition, it had the option to grow or reduce the number of people involved in the project based on the volume of work. For that reason, Diebold Nixdorf included in their operations anywhere between 4 and 26 people per month for a period of over 16 months.