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Customer: Tyndall Federal Credit Union

Benefits Summary: Tydall Federal Credit Union was eager to migrate away from costly proprietary systems, Diebold's AccuTrack enabled TFCU to monitor transactions at the network level from any vendor's ATM.

Tyndall Federal Credit Union was very happy with its Diebold AccuTrack Digital Video System. Credit union executives relied on AccuTrack to monitor many of their ATMs, and planned to install AccuTrack digital video recorders in all of their branches and off-premise locations. But when TFCU tried to use AccuTrack to monitor a non-Diebold ATM, they hit a snag. The competitor’s ATM didn’t provide the necessary data for AccuTrack to recognize the transactions. TFCU gave Diebold a simple directive: Find a way to make the AccuTrack work with the competitor’s unit. 

“We already used AccuTrack to monitor our Diebold ATMs and were very happy with how well it worked and all the benefits it provided,” recalls Janet Turner, vice president Interactive Services at TFCU. “As we were remodeling our existing branches, and planning to build and acquire new locations in neighboring counties, we intended to install the AccuTrack at every location. But when we discovered a problem integrating AccuTrack with another bank system from another supplier, we had to stop and reconsider our intentions.”

But she couldn’t stop for long. The branch renovation was well underway and Turner needed a quick solution. Monitoring a competitor’s ATM was an immediate priority. Fortunately, AccuTrack is capable of monitoring any type of device, regardless of the manufacturer. 

Bill Lawrence, Diebold’s senior sales representative for TFCU, immediately began looking into a solution and was pleased to find one was already in the works. “Our engineers were already working on a solution for monitoring transactions at the TCP/IP level rather than the device level,” said Lawrence. “The ability to monitor TCP/IP traffic is a major step toward open systems, and like most financial organizations, TFCU was eager to migrate away from costly proprietary systems. Enabling AccuTrack to monitor transactions at the network level would solve the immediate problem. More importantly, it would enable AccuTrack to monitor devices of any type from any manufacturer connected to TFCU’s local area network.” 

As a long-time Diebold customer, TFCU was eager to help develop this open-system solution and agreed to serve as a test site for the newest model of the AccuTrack system, which is programmed with Diebold TCP/IP “eavesdropping” software. 

After overcoming one minor technical problem — outsmarting an intelligent switch that was diverting data — AccuTrack was successfully monitoring transactions from the competitor’s self-service terminal. “We were apprehensive as we waited for the solution,” says Turner. “As a credit union, we do not elect to use our members’ money for custom development when it is not necessary. We needed a fast, simple and inexpensive solution, and that’s exactly what Diebold provided.” 

With the newly developed capability of AccuTrack to “sniff out” transactions at the LAN level, TFCU gained the freedom to choose the best devices to meet the unique needs of each location, confident these solutions will integrate with Diebold’s AccuTrack system.

“We realize what customers want are open systems,” says Alvin Golnik, systems engineer at Diebold, who was part of the team that developed the TCP/IP application. “That puts us in the position of developing solutions that free customers to buy and readily integrate systems from any supplier. We can offer that freedom as part of our commitment to provide customized solutions that meet our customers’ needs.” 

“With AccuTrack, we now have truly open technology…an off-the-shelf solution we know will integrate with whatever device we hang on our network,” said Turner. “That’s a big step in our progress toward open systems throughout Tyndall Federal Credit Union.”

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