ATM deposits shouldn’t be optional

On ATM Marketplace, we often talk about how ATMs are expanding beyond merely a cash dispensing machine. Banks are using them to provide video banking services, bill payment, transfers and money/check deposits. When it comes to these alternate features, I would consider deposits to be one of the most important ones, as it turns the ATM into an all-in-one cash machine that can eliminate the need for customers to go inside the branch for a simple check or cash deposit. This also helps expand a bank’s services beyond the branch’s hours.

Unfortunately, I get the sense not all financial institutions see this feature the same way as I have personally seen during my travels. There have been many times where I have visited my local bank branch to deposit some cash or a birthday check only to find the deposit feature has been greyed out on the ATM screen and is unresponsive. As a result, I will have to see if the bank has another ATM that is working properly or drive across town to find another ATM to make my deposit.

In addition, there was no indication on the ATM why the deposit option was greyed out. When I first saw it, I thought there was something wrong with my bank account, but a quick check online showed everything was in order. The issue was with the ATM itself.

I did a quick Google search to find out if this issue was fairly common, and I found Facebook posts and Tweets from years back that complained about this issue and said that this had been a problem with ATMs for a long while. Some users were even threatening to take their banking business elsewhere.

Financial institutions need to step up their game when it comes to this service issue, because ATM deposits shouldn’t be optional. Luckily there are a few easy fixes.

First, there should be some sort of notice on the ATM that pops up if the feature is unavailable. It can say something like “Sorry this feature is unavailable. Our technicians have been informed. You can utilize our other ATMs at the following locations.”

Second, financial institutions should invest in monitoring software that can quickly detect potential problems with the ATM remotely and identify solutions. With this type of software, banks can quickly resolve potential issues and keep customers satisfied.

At the end of the day, ATMs are going to have issues. No piece of hardware or software is perfect. But banks can help mitigate the damage to a customer’s experience by planning ahead.

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