Published by Wanda Rich
Posted on January 23, 2025
3 min readLast updated: February 26, 2026
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PTSB’s ATM Operations Team won ‘Best Customer Success Story’ award for how they have enhanced the customer experience when using self-service options
PTSB’s ATM Operations Team won ‘Best Customer Success Story’ award for how they have enhanced the customer experience when using self-service options
NORTH CANTON, Ohio – Diebold Nixdorf (NYSE: DBD), a world leader in transforming the way people bank and shop, proudly announced its support for PTSB, which recently won a prestigious customer experience award. Presented during the recent Irish Customer Experience Awards, PTSB, a leading financial services provider in Ireland, received three awards, including ‘Best Customer Success Story’ for the delivery of an outstanding self-service network.
In support of PTSB’s ‘Altogether More Human’ brand promise, the bank set up a dedicated ATM Operations Team in 2023 to focus exclusively on improving the delivery of its ATM and self-service network. The core objective of the team was to make banking services accessible more widely, ensuring that customers could access cash services anytime, anywhere and in a way that suited their needs.
Following the creation of this team, PTSB, in collaboration with strategic partner Diebold Nixdorf, has achieved key successes, including the establishment of a technical support helpdesk, implementation of real-time monitoring of the fleet and the use of data to optimise each device. The bank was also the first in the market to implement voice guidance transactions tailored for visually impaired customers.
Noel O’Brien, Head of Shared Services at PTSB, said: “Giving our customers attractive and easy-to-use self-service options is a vital component of how we service them. As an organisation we are dedicated to bringing the best of technology and our people together to deliver the best outcomes for our customers. This is exactly what we have achieved through our ATM Operations Team. Our primary objective was to enhance the accessibility of the self-service network, achieved by implementing a framework for device management in collaboration with Diebold Nixdorf.”
Matt Phillips, Head of Banking, UK and Ireland at Diebold Nixdorf, said: “Working in close partnership with PTSB, we understand how important the self-service channel is to enhancing its customers’ banking experience, and the impact availability and accessibility of this service have on their key performance indicators. In partnership with the ATM Operations Team, we have been proud to support the bank on its journey to enhance this channel, to strengthen the trust customers place in its services and ultimately foster positive customer loyalty.”
About PTSB
PTSB has a long banking history in Irish communities, with roots that stretch back over 200 years. Throughout this time, its focus has been on delivering exceptional customer service and connecting with local communities, providing mortgages and community banking services. PTSB has a presence in 98 locations nationwide and is a leading provider of Retail and Business banking in the Irish Market, serving over 1.2 million customers.
About Diebold Nixdorf
Diebold Nixdorf, Incorporated, (NYSE: DBD) automates, digitizes and transforms the way people bank and shop. As a partner to the majority of the world's top 100 financial institutions and top 25 global retailers, our integrated solutions connect digital and physical channels conveniently, securely and efficiently for millions of consumers each day. The company has a presence in more than 100 countries with approximately 21,000 employees worldwide. Visit www.DieboldNixdorf.com for more information.
LinkedIn: www.linkedin.com/company/diebold
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