Reactive cover with engineers stocked for the devices we support. The crew that arrives can fix it without a return visit, most of the time.
Devices we cover
Six device categories under live reactive contracts today. The engineer who turns up has fixed it before, in your sector.
ATMs, ITMs, and TCRs
Banking platforms across the major OEMs. Cash modules, card readers, dispensers, network faults, secure-area resets.
See banking products
Self-payment kiosks
Retail and QSR self-payment. Card reader faults, screen failures, cash module jams, network issues. Fixed during trading where possible.
See retail products
Smart safes and cash recyclers
DepositUltra, RecyclerMax, OEM smart safes. Validator faults, recycler jams, audit log issues, mechanical failures.
See cash automation
Anti-skimming and ATM security
Skimmer detection alerts, plinth-tamper events, gas-detection triggers, anchor failures. Attended under priority response.
See ATM security
CCTV and access control
Camera faults, alarm panels, biometric and card readers. Diagnosed and replaced from spares we hold.
See surveillance products
Counters and testers
Note counters, coin counters, counterfeit detectors. Bench equipment swapped or repaired against the workflow that depends on it.
See counters & testers
Our Approach
How a reactive call runs
Four stages on every reactive ticket, whether the call comes from your team or from the device itself.
- Call in
-
Issue raised through the help desk, the portal, or a device alert. Logged with priority and SLA target inside one minute.
- Triage
-
First-line works the issue. Most close at this stage. If not, engineer dispatched with the right part on the van.
- Dispatch
-
Engineer routed from the closest regional office. Parts confirmed in the cab before they leave the depot.
- Close
-
Fix logged, asset record updated, customer notified. Ticket closes when the device is back, not when the call ends.
WHY CENNOX
The engineer who turns up has the part on the van.
Most break-fix vendors arrive without the part you actually need. Ours stock the parts of the devices they support, so the engineer who turns up on the call is also the engineer who closes it. First-call resolution sits above 78% on Tier 1 banking estates.
SERVICES
Client often run these services alongside
- Scheduled maintenance
-
Reactive cover catches what slips. Scheduled maintenance prevents most of the slips. Most contracts run both together.
View scheduled maintenance - Help desk services
-
Reactive tickets need a help desk that picks up. 24/7 phone, portal, and device-alert routing under the same SLA.