Hitachi Solutions America’s Field Services Technology Enables Leading Japanese ATM Company to Better Maintain Equipment Globally

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Successful implementation helps Hitachi-Omron Terminal Solutions realize its vision of becoming the ‘most reliable terminal solution vendor in the world’

FSA enables us to manage information on the situation of each machine and its maintenance crew schedule management is user-friendly. FSA is truly a perfect fit for our on-site needs.

Hitachi Solutions America, Ltd., a leading provider of global industry solutions based on the Microsoft Cloud, is pleased to announce the successful implementation of its Field Service Automation (FSA) solution for Hitachi-Omron Terminal Solutions, Corp.

Headquartered in Tokyo, Japan, Hitachi-Omron Terminal Solutions is a leading provider of cash recycling automated teller machines (ATMs). The company holds top market share in Japan where cash recycling ATMs are popular and plans to expand business throughout Asia. Hitachi-Omron Terminal Solutions’ cash recycling ATMs accept, authenticate, sort and store bills, which can then be made available to customers who wish to withdraw the funds.

In order to provide consistent, reliable maintenance and repair services for its cash recycling ATMS, Hitachi-Omron Terminal Solutions implemented Field Service Automation. With operations throughout Asia, Hitachi-Omron Terminal Solutions subcontracts its overseas maintenance services to local business partners. Previous to implementing FSA, there was no centralized system to manage maintenance crew schedules or information on the company’s ATMs for each country, making it difficult to gain detailed historical and real-time information on maintenance and repair.

“FSA enables us to manage information on the situation of each machine and its maintenance crew schedule management is user-friendly. FSA is truly a perfect fit for our on-site needs. Furthermore, FSA allows us to centrally manage data of multiple countries, and locate as well as analyze issues common among the countries. These are what we valued and led us to decide on implementing FSA,” said Kenzaburo Tanaka, Assistant Manager - After Support Department, Hitachi Terminal Mechatronics, Corp., a subsidiary of Hitachi-Omron Terminal Solutions.

By implementing Hitachi Solutions America’s Field Service Automation solution, Hitachi-Omron Terminal Solutions has gained a maintenance platform that centrally manages information for its cash recycling ATMs throughout Asia, shows job statuses in real-time for thousands of cash recycling ATMs, and provides easy-to-use maintenance crew schedule management. Hitachi-Omron Terminal will also experience three key long-term benefits, including:

  • A foundation that enables a consistently high level of maintenance service and quality for each country.
  • Through collecting incident information from each country into a single system, issues and countermeasures common in multiple countries are now shared and analyzed, making it possible to shorten response time.
  • Because Hitachi-Omron Terminal Solutions designs and manufactures its cash recycling ATMS, FSA enables head office to uncover common issues and do analysis and then provide corrective measures back to the product along with potential design improvements.

In the future, Hitachi-Omron Terminal Solutions is looking to further improve the efficiency of its Field Service Automation system by adding mobile capabilities and connecting FSA to its enterprise resource planning (ERP) system for added functionality.

“We are pleased that Hitachi-Omron Terminal Solutions is gaining greater insight into their field services operations on an international level with the use of our Field Service Automation solution,” said Mike Gillis, President and Global Chief Operating Officer, Hitachi Solutions America, Ltd. “FSA was made by Hitachi Solutions America and installed by Hitachi Solutions (Japan) for another Hitachi Group company – Hitachi-Omron Terminal Solutions. This was the first time the Japanese team has implemented FSA and they did a fantastic job! It is wonderful to see so much collaboration between complimentary Hitachi companies. We look forward to continuing our relationship with Hitachi-Omron Terminal Solutions as they expand their use of our field services product.”

About Hitachi Solutions America, Ltd.

Hitachi Solutions America, Ltd. helps its customers to successfully compete with the largest global enterprises using powerful, easy-to-use, and affordable industry solutions built on Microsoft Dynamics AX and Microsoft Dynamics CRM enhanced with world class Business Analytics, and Portals and Collaboration. Recognized as the Microsoft 2014 CRM Global Partner of the Year and the 2014 Dynamics Global Outstanding Reseller of the Year, Hitachi Solutions America provides global capabilities with regional offices in the United States, the United Kingdom, Canada, India, Japan, China, and Asia Pacific. For more information, call + 1 949.242.1300 or visit:

About Hitachi Solutions, Ltd.

Hitachi Solutions, Ltd., headquartered in Tokyo, Japan, is a core member of Information & Telecommunication Systems Company of Hitachi Group and a recognized leader in delivering proven business and IT strategies and solutions to companies across many industries. The company provides value-driven services throughout the IT life cycle from systems planning to systems integration, operation and maintenance. Hitachi Solutions delivers products and services of superior value to customers worldwide through key subsidiaries in the United States, the United Kingdom, Canada, India, China, and Asia Pacific. For more information on Hitachi Solutions, please visit:

About Hitachi, Ltd.

Hitachi, Ltd. (TSE: 6501), headquartered in Tokyo, Japan, delivers innovations that answer society’s challenges with our talented team and proven experience in global markets. The company’s consolidated revenues for fiscal 2014 (ended March 31, 2015) totaled 9,761 billion yen ($81.3 billion). Hitachi is focusing more than ever on the Social Innovation Business, which includes power & infrastructure systems, information & telecommunication systems, construction machinery, high functional materials & components, automotive systems, healthcare and others. For more information on Hitachi, please visit the company’s website at

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