Diebold and Alhamrani Universal expand partnership in Middle East

The companies recently agreed to extend Alhamrani's commercial reach in the Kingdom of Saudi Arabia to other markets in the Gulf, including Dubai, Bahrain, Oman and Qatar.

Since the 1980s, Alhamrani has been Diebold's exclusive distributor of automated teller machines (ATMs) and physical and electronic security products in Saudi Arabia. Diebold ATMs are supported and maintained by Alhamrani's network of 20 service-support centers. More than 120 highly qualified technical and engineering staff members are deployed to service ATMs through the company's centralized ATM help desk in Jeddah.

Diebold and AU - both poised to further develop a more competitive and professional customer-service oriented business - will expand their partnership by leveraging Alhamrani's expertise in the service area, strengthening Diebold support in the Gulf and Middle East region, when and where required. Diebold customers within the region can expect higher-quality maintenance and support for terminals and software in their ATM networks.

The geographic proximity of AU's Jeddah and Dubai support centers will enable the company to provide faster response to requests for service. Response time will be optimized due to better availability of spares stock, shorter shipment distances for parts, access to a more sophisticated repair center and more qualified technical staff that is already familiar with and experienced in specific ATM configurations in the region.

AU will provide its staff with regular training sessions, focusing on basic and advanced ATM software and hardware modules. The sessions will be offered in both English and Arabic. AU has also agreed to make its advanced help-desk expertise and consultancy services available to financial institutions that have an interest in this type of value-added service.

The expanded partnership, which comes as the result of more than 20 years of collaboration between the companies, is intended to increase Diebold's business and consolidate sales operations in the region. The growing collaboration will provide considerable improvements in the support services available to customers in the Gulf and Middle East region, leveraging the infrastructures of Alhamrani, a reputable and well-positioned company.

Henrik Funch, division vice president for Diebold Europe-Middle East-Africa (EMEA), said the continuing relationship between Diebold and Universal will ensure a continued focus on the customer.

"Both Diebold and Alhamrani are committed to developing a more competitive and professional business, centered on customer service," Funch said. "By expanding our relationship, we will leverage Alhamrani's expertise in the Gulf and Middle East region and provide the best service, when and where required."