Diebold named among industry list of 10 Best Outsourcing Services Companies
Datamonitor acknowledges multiple benefits of financial industry outsourcing trend
-- As evidence of thecompany’s success in delivering world-class services for financialinstitutions’ non-core operations, Diebold, Incorporated (NYSE: DBD) was listedamong the International Association of Outsourcing Professionals (IAOP) 10best outsourcing providers within the services industry in the recentlyreleased 2009 Global Outsourcing 100™rankings.
In addition to “Best 10 Leaders by IndustryFocus: Services,” Diebold improved its overall position from the 2008 rankingsin its third consecutive year on the list.The Global Outsourcing 100 includes the world’s top outsourcing serviceproviders and consulting companies in a range of industries.
Industry analysts are acknowledging themany benefits of strategic outsourcing for financial institutions. According to “ATM Fleet Refresh in the Shadowof the Financial Crisis,” a recently published opinion piece by Jaroslaw Knapik,analyst – financial services technology, of independent market analyst,Datamonitor, “ATM management outsourcing is a growing area and is beingconsidered by many banking executives these days, especially by those whostruggle to get capital for their investments but still have to compete for newclients, improve service levels and tackle their aging technology assets.” Further, Knapik wrote, “banks need tocarefully analyze the total cost of ownership that is associated with theoverall fleet management of ATMs, and benchmark it against vendors' rates foroutsourcing services.”
A North American survey of 80 IT decision makers within retail banks conducted by Datamonitor in the fourthquarter of 2008 found that business process outsourcing is high on CIOs’ agendas as one of the majorstrategic goals for 2009.
“ATM management outsourcing, in the currentsevere economic environment, is growing beyond optimizing a financialinstitution’s self-service network,” Knapik said. “The most successful providers areincreasingly viewed by FIs as strategic and trusted advisors that serve assingle points of contact for everything from managing uptime to remote networkmonitoring to currency management. Ultimately,the most innovative vendors will drive the creation of newer, more efficientways of doing business and help FIs to remain competitive by differentiatingthemselves from less progressive competitors.”
Diebold’s typicaloutsourcing customer is anything but typical, ranging from the largest financialinstitutions with a global footprint to smaller credit unions. These customers’ needs range from full IToutsourcing requirements – including the self-service channel and security – toselect pieces of the infrastructure, such as currency management or monitoring. Last year alone, Diebold personally met withmore than 1,000 banking executives representing more than 500 financialinstitutions around the world who were exploring various forms of outsourcing.
“Having a single point of contact for all mattersrelated to our ATM fleet, especially when it’s the manufacturer of the product,makes our business easier to manage. It streamlines our processes and it givesus the ability to upgrade our offerings as new services are released and we’reable to grow into them,” said Marlon Mayfield, executive vice president anddirector of information systems, Community Bankshares. Community Bankshares,Inc., a bank holding company with community banks in Georgiaand Alabama,entered into an outsourcing engagement with Diebold in 2007.
Globally, Diebold employs thousands ofservice and support professionals, all working to provide financialinstitutions with standard-setting advancements that lead to customer retentionand increased revenues, including debit card processing, deposit and tellerautomation technologies, automated teller machine (ATM) marketing andintegrated security programs through a professionally managed implementationstrategy.
“As evidenced by this businesssegment’s 30 percent growth in 2008 and double-digit growth within the lastfour years, Diebold’s Integrated Services® outsourcing solution isbecoming a critical strategy for financial institutions,” said Charles E.Ducey, Jr., senior vice president, global development and services,Diebold. “Outsourcing with Dieboldenables financial institutions to easily upgrade to cutting-edge technologiesbacked by expert service and support without a large capital commitment, whichfrees them to focus on delivering the quality customer service that boosts sales.”
Diebold was named to eight additional IAOPsublist honors, including Best 10 Leaders in No. ofCenters Worldwide; Best 10 Most Company Presence; Best 20 Companies by IndustryFocus: Services; Best 20 Leaders by Service Offered: Customer RelationshipManagement; Best 20 Leaders by Service Offered: Transaction ProcessingServices; Best Five Leaders by Region Served: South America; Best 20 Leaders byRegion Served: India; and Top 10 List Climbers.
Notes to Editor
About IAOP
The InternationalAssociation of Outsourcing Professionals (IAOP), with 40,000 corporate,professional and associate members worldwide, is leading the effort totransform the world of business through outsourcing. Its client-side members are, on average,responsible for $60 million per year of outsourcing spending. For more information, visit www.outsourcingprofessional.org.
About Diebold India
Diebold India is a wholly owned subsidiary of Diebold, Incorporatedand is headquartered in Mumbai, India, with aninfrastructure supporting more than 780 locations across the country. A leader in managed services for ATMs in India,Diebold provides services 24 hours a day, seven days a week to more than 11,000ATMs in the country
About Diebold
Diebold,Incorporated is a global leader in providing integrated self-service deliveryand security systems and services.Diebold employs more than 17,000 associates with representation innearly 90 countries worldwide and is headquartered in Canton, Ohio, USA. Diebold is publicly traded on the New YorkStock Exchange under the symbol ‘DBD.’