Services & Support Structure
CashLink Global Systems (CGS) as on date has about 90+ directly staffed locations across the length and breadth of India. Of these about 14 locations are of regional or territory office status. All our locations carry some level of stocks of inventory, quantity and modules depending on the installation base supported. This results in faster call closure and resolution which is to the benefit of all.
From these Service locations, CGS currently supports installations in well over 850 different towns and cities and therefore has a strong footprint of support across India. This number increase as we increase the supported products as well as with the addition of employees.
We currently support over 2000 terminals ranging from Cash Dispensers, ATMs, Recyclers, and Currency Sorters etc., of which around 90% are Self Service Terminals. Our staff strength in the direct Field Operations is about 150 in number, giving a very healthy average of manpower to ATMs ratio. This Field team is complemented by the HO, TRC, HelpDesk and ATM MIS & ATM Software Support teams.
CGS Services and Operations staff have an average ATM industry experience of over 5 years, with many of our associates being part of the ATM industry for between 10 years to 20 years and more. This translates to an enviable richness of expertise which our customers benefit from.
We have four Regional Offices, all of them headed by industry veterans, which oversee the various locations. Each state in the region has a State Head or equivalent and below him Team Leads and Field Engineers. At the Head Office level, we have AVPs who head our Customer Services, Inventory, Logistics and Testing and Repair Cell. Besides the above, we have a 24 x 7 manned Technical Help Desk, with staff who speak multiple (up to 14) different languages and who use an industry adopted CRM application for call logging, follow up and closure, with in-built escalations and customer friendly dashboards.
To enhance module availability in the field, we have a Central Spares Hub in Chennai and a robust Testing & Repair facility. This TRC facility has acknowledged skills for most ATM modules and also for other products, resulting in repair orders placed on us by multi-national OEMs who prefer CGS’ TRC to the expensive and tedious option of re-exporting defectives for repair.
Another vital cog in our Services & Operations team is the exclusive MIS setup which caters to the various reports and analysis required in-house as well as by our customers. This group is both reactive as well as pro-active in its functioning. It reports and analyses as well as forewarns in case of delays of approvals or deadlines approaching for project / activity completion.
Over 3 Decades of domain knowledge in offering state-of-the-art retail banking automation