The Club of 4,000+ members and 73 EGMs has been a Banktech ATM customer for a few years and more recently switched to Banktech for their CRT too, choosing the Quickpay cash redemption terminal.
Parkes Services Club is a community-focused venue in the heart of Parkes, NSW. With a rich history dating back to 1946, the club offers members and guests facilities for events – including the famous Elvis Festival – as well as dining options and a gaming floor.
| Industry: | Hospitality |
|---|---|
| Product: | Cash Redemption Terminal |
| Venue Type: | Club |
| Outcome: | Minimised downtime and improved customer experience. |
“What if I need help? Banktech has an in-house 24/7 help desk and incident management centre that monitors your CashConnect ATM Plus and will identify and resolve over 85% problems on the first call! In the event you need assistance on site, our highly trained field service team operates 7 days a week, 365 days per year.”
Denis Lane, General Manager
The Challenge: An underperforming CRT
When Banktech mentioned their range of Quickpay terminals to the club General Manager, Denis Lane, he said his current terminal was not going to be compatible with their new Aristocrat gaming system and nor could he get parts or servicing for it anymore.
The Club’s current terminal was originally from Germany, and had no option for upgrade and no regular scheduled maintenance or support. The out-of-date terminal went down frequently, with problems like cash jams multiple times a week. Replacement parts were also hard to source, so the Club experienced significant downtime. It was time for a more reliable solution to keep customers happy.
The Solution: Partnering with a reliable vendor
With the decision made to invest in a new cash redemption terminal, Club executives did their due diligence and researched the options. However, they couldn’t look past a proven and successful relationship already built with Banktech over the years as their ATM supplier. Denis mentioned that, unlike with previous ATM suppliers, Banktech always came to them first with any machine issues, usually before a customer even noticed a problem. How could he go past that level of service when it comes to keeping his customers happy?
The transition to the new terminal was seamless and Denis said with less downtime now the Banktech Quickpay has been installed, customers know they can rely on a better experience. Not only this, but staff usually manning the cashier counter are now free to apply their skills to other customer needs, improving the overall gaming experience.
Result: Improved uptime and customer experience
Over his years with the Club and many experiences with ATM and CRT suppliers, Denis has learnt that reliability and service are the key things to look for when investing in cash management technology. He says that:
“Banktech customer and technical support are second to none. We have a great partnership with Banktech and know we can rely on their ATMs and CRTs to be operational and reliable.”
As a regional customer in rural New South Wales, Denis mentioned that he is particularly impressed by the quick turnaround on any technical support, he said, “Banktech look after us. They view us as an important customer and it shows. Considering our location, I can’t fault the service.”
