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Bank Services and Field Technicians: Electronic Documentation Done Right

Who is Sterling Bank Services?

Sterling Bank Services is a consultative solution, based in Montana and designed for the maintenance and security of bank equipment nationwide. Since 1999, they have helped banks throughout America maintain and clean ATMs, repair fire and alarm services, and customize site surveys. As a certified National Field Services Organization, it is critical that Sterling Bank Services provide their hundreds of remote technicians the proper resources—including sophisticated electronic work instructions.  

When it comes to words, less is more

For years, Sterling Bank’s documentation was locked up in Word Documents, said Group IT Director, Kevin Broughton. But those documents proved too verbose. Kevin explains, “I’ve been looking for a solution like Dozuki for probably 10 years. The platform’s strong point is that your tasks and steps are laid out as well as you could possibly hope for. And the biggest benefit has been that we can take new employees—with very little training—and they can go through and do something that, without the Dozuki app, would have required a lot more investment in time and resources.”

Organization is key

What Kevin says he appreciates is the ability to have organized, detailed information accessible—anytime, anywhere. “Most of our employees are field employees working on their own; sometimes no one is around them for 300 miles. Having real-time guides in their pockets is really helpful.  And since we manufacture a lot of our own parts—parts that we install into ATMs everywhere—it’s great that Dozuki organizes all the materials technicians need.”

And from working with hundreds of technicians in multiple countries to managing an in-house manufacturing operation, Kevin explains that above all Dozuki has helped Sterling Bank simply because it is easy for everyone to use. “In the words of one of our board members, ‘Well, if I can go out and do it now, then this is really special.’ Dozuki really crystallizes the procedures in such a way that anyone can do it.”