Banking Hardware Maintenance, Software Support and Helpdesk Support Services Market

Banking Hardware Maintenance, Software Support and Helpdesk Support Services Market by Key Trends and Statistics, Regional Perspective, Market Size Estimation, Vendor Insights, Partnership Opportunities and Competitive Landscape - Global Forecast to 2021

Report Code: TC 7133 May, 2019, by

[74 Pages Report] Global market size for maintenance and support services for banking hardware devices and equipment is expected to grow from USD 8.4 billion in 2018 to USD 10.4 billion by 2021 at the Compound Annual Growth Rate (CAGR) of 7.5%. Automated Teller Machine (ATM) Maintenance & Operational Support Services are the largest market contributors. North America leads the market followed by European Union; while Asia Pacific Is the fastest growing geography.

Banking Hardware Maintenance, Software Support and Helpdesk Support Services Market

Key Business Objectives and Technology imperatives for Retail Banks  

Retail banks focus on minimizing operational risks associated with equipment failure, improve operational efficiency, and reduce downtime by enhancing infrastructural capabilities. They also focus on reduction of expenses on supplier management, strengthen supplier network for better value for money, and improved collaboration with suppliers / partners for skills and capability development.

In terms of customer experience, retail banking leaders aim to track and manage various touch-points, enrich customer experience through improved maintenance and functioning of banking devices and equipment. Banking leaders target to increase self-service capabilities of ATMs and banking infrastructure, strengthen software security of ATMs, adopt predictive maintenance of more efficient operations and offer consistent experience in omni-channel environment. 

Developing countries to offer more attractive opportunities

Developing countries like Indonesia, Brazil, and Turkey are expanding their banking infrastructure further fueled by population growth. Banks in these countries are projected to spend more on procuring hardware and software to expand the bank network and in-branch hardware/software maintenance services to maintain the infrastructure. Banks in China, India, Canada, and Japan will align their resources to incorporate technological advances with not many changes in their spending patterns. In countries such as the US, Russia, France, and Germany population increase is comparatively slower and thus their banking branches are reducing. Banks in these countries  focus on automation to sustain competition and reduce costs. This study covers key drivers for new technology adoption and business priorities of retail banks.

Key Market Players

The ATM install base market is highly consolidated with top 4 players that contribute64% to the overall market. Wincor Nixdorf (US), Diebold Nixdorf (US), NCR (US), and Oki Electric (Japan) are the leaders in this market space owing to the strong brand recognition, healthy financial position, and high R&D investments among others. Service providers focus more on multi-vendor service approach due to increased demand for managed services, branch automation, and mobile and, omni-channel solutions. This study covers competitive profiles of market leaders like NCR, Oki Electric Industry and Diebold Nixdorf and offers insights around their business overview, revenue insights, key developments and case studies.

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Scope of the Report

Report Metric


Market investments for years


Base year considered


Forecast units

Million (USD)

Segments covered

Automated Teller Machines(ATMs), Currency Sorters, Currency Counters & Counterfeit Currency Detectors, Banking Kiosk, Digital Signage Systems, Queue Management System, Maintenance & Support Services

Geographies covered

North America, Asia Pacific, Europe, Latin America, and MEA

Companies covered

NCR (US), Oki Electric (Japan), Diebold Nixdorf (US), Wincor Nixdorf (Germany), Loomis (US), and Global Glory (Japan)

The research report categorizes the hardware, software and helpdesk support services based on Automated Teller Machines (ATMs), Currency Sorters, Currency Counters & Counterfeit Currency Detectors, Banking Kiosk, Digital Signage Systems, Queue Management System, Maintenance & Support Services.    .

Based on Automated Teller Machines (ATMs), Currency Sorters, Currency Counters & Counterfeit Currency Detectors, Banking Kiosk, Digital Signage Systems, Queue Management System, the hardware, software and helpdesk support services market report covers the following areas across globe:

  • North America
  • European Union
  • Asia Pacific (APAC)
  • Rest of the World (ROW)

Based on maintenance and support services, the hardware, software and helpdesk support services market has been segmented as follows:

  • ATM – Maintenance Service Costs
  • ATM – Operational Support Service Costs
  • Digital Signage Systems
  • Queue Management System
  • Currency Sorters, detectors and counters
  • Banking Kiosk
  • End User devices
  • Peripherals

Key questions addressed by the report:

  • What are the major devices and equipment used by retail banking institution? What is their usage intensity and business criticality?
  • What is the opportunity size for maintenance and support services for banking hardware devices?
  • What is the competitive landscape in maintenance and support services for banking devices market?
  • What are the major partnership opportunities for banking device maintenance and support market?
  • What are the adoption trends for major geographies?

Frequently Asked Questions (FAQ):

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Table of Contents

1 Introduction
    1.1 Objective of the Study
    1.2 Market Definition
    1.3 Market Scope 
    1.4 Stakeholders

2 Research Methodology
    2.1 Research Data
           2.1.1  Secondary Data
           2.1.1  Primary Data
    2.2 Market Breakup and Data Triangulation 
    2.3 Research Assumptions
    2.4 Limitations

3 Executive Summary
    3.1 Regional Market Analysis 
    3.2 Hardware Market Analysis & Partnership Prospects 
    3.4 Opportunity Analysis  

4 Key Trends & Statistics for Automated Teller Machines (ATMs)
    4.1 Heat Map – Distribution of Bank Branches 
    4.2 Heat Map – Distribution of ATMs
    4.3 Major Banking Institutions for Collaboration 
    4.4 Key Business Objectives for Retail Banks 
    4.5 Key Technology Imperatives for ATMs
    4.6 Atm Maintenance Services – Trends & Maturity Model 
    4.7 Major Atm Innovation & Future Prospects 

5 Market Size Estimation 
    5.1 Hardware Devices – Usage Intensity & Business Criticality 
    5.2 Market Size – Automated Teller Machines 
    5.3 Market Size – Currency Sorters, Currency Counters & Counterfeit Currency Detectors 
    5.4 Market Size – Banking Kiosks 
    5.5 Market Size – Digital Signage Systems 
    5.6 Market Size – Queue Management Systems 
    5.7 Market Size – Maintenance & Support Services 

6 Vendor Insights 
    6.1 Vendor Insights – Hardware 
    6.2 Vendor Insights – Maintenance & Support Services 
    6.3 Partnership Opportunities  

7 Competitive Landscape 
    7.1  Maintenance Service – Competitive ECO System 

8 Competitive Profiles 
    8.1 NCR
    8.2 Oki
    8.3 Diebold Nixdorf
    8.4 Glory Global Solutions 
    8.5 Cardtronics 

9 Appendix   
    9.1 List of Hardware Devices 
    9.2 List of Maintenance Services 
    9.3 List of Software Solutions 
    9.4 Key Trends in Banking Automation
    9.5 Automation of Banking Processes 
    9.6 Vendors Offering Solutions for Automated Banking  
    9.7 Knowledge Store: Marketsandmarkets’ Subscription Portal
    9.8 Available Customizations
    9.9 Authors Details

List of Tables (14 Tables)

Table 1 Regional Market Analysis
Table 2 Hardware Devices – Usage Intensity & Business Criticality
Table 3 Market Size – Currency Sorters, Currency Counters & Counterfeit Currency Detectors
Table 4 Market Size – Banking Kiosks
Table 5 Market Size – Digital Signage Systems
Table 6 Market Size – Queue Management Systems
Table 7 Market Size – Maintenance & Support Services
Table 8 Maintenance Services – Competitive Eco-System
Table 9 Maintenance and Support Services for Digital Printers: Sample Maintenance Contract Prices
Table 10 List of Hardware Devices
Table 11 List of Maintenance & Support Services
Table 12 List of Software Solutions
Table 13 Automation of Banking Processes
Table 14 Vendors Offering Solutions for Automated Banking
List of Figures (15 Figures)
Figure 1 Installed Base for Automated Teller Machines (Million Units)
Figure 2 ATM Installed Base By Geography
Figure 3 Global Market Size Estimates for Currency Devices (USD Million)
Figure 4 Market Size Share of Currency Devices By Geography (2018) 
Figure 5 Global Market Size Estimates for Banking Kiosks (USD Million)
Figure 6 Market Size Share of Banking Kiosks By Geography (2018)
Figure 7 Global Market Size Estimates for Digital Signage Systems (USD Million)
Figure 8 Market Size Share of Digital Signage Systems By Geography (2018)
Figure 9 Global Market Size Estimates for Queue Management Systems (USD Million)
Figure 10 Market Size Share of Queue Management Systems By Geography (2018)
Figure 11 Financial Performance: NCR
Figure 12 Financial Performance: Oki
Figure 13 Financial Performance: Diebold Nixdorf
Figure 14 Financial Performance: Glory Global
Figure 15 Financial Performance: Cardtronics

The particular study involved 4 major activities to estimate the current market size of hardware, software, and helpdesk support services. An extensive secondary research was done to collect information on the market, the peer markets, and the parent market. The next step was to validate the findings, assumptions, and sizing with  industry experts across the value chain through primary research. Both top-down and bottom-up approaches were employed to estimate the complete market size. Thereafter, the market breakdown and data triangulation procedures were used to estimate the market size of the segments and sub-segments.

Secondary Research

In the secondary research process, various secondary sources such as D&B Hoovers, Bloomberg BusinessWeek, and Factiva have been referred to for identifying and collecting information for the study. The secondary sources included annual reports, press releases, and investor presentations of companies; whitepapers, certified publications, and articles by recognized authors; gold standard and silver standard websites; Research and Development (R&D) organizations; regulatory bodies; and databases.

Primary Research

Various primary sources from both supply and demand sides of the hardware, software and, helpdesk support services were interviewed to obtain qualitative and quantitative information for the study. Primary sources from the supply-side included industry experts, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), marketing directors, technology and innovation directors, and, related key executives from various vendors that provide hardware, software and, helpdesk support services in the targeted regions. All possible parameters that affect the market covered in the research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Given below is the profile breakup of primary respondents:

Banking Hardware Maintenance, Software Support and Helpdesk Support Services Market

To know about the assumptions considered for the study, download the pdf brochure

Market size estimation

For making market estimation and to forecast the hardware, software and, helpdesk support services market and the other dependent submarkets, top-down and bottom-up approaches were used. The bottom-up procedure was used to arrive at the overall investments in the market. The research methodology used to estimate the market size includes the following:

  • Key players in the market were identified through extensive secondary research.
  • The market size, in terms of value, was determined with the help of primary and secondary research processes.
  • All percentage shares, splits, and breakups were determined using secondary sources and verified through primary sources.

Data Triangulation

With data triangulation and validation of data through primary interviews, the exact value of the overall parent market size was determined and confirmed using the study. The overall market size was then used in the top-down procedure to estimate the size of other individual markets via percentage splits of the market segmentation.

Report Objectives

  • To define, describe, and forecast the development of hardware software and helpdesk support services across globe
  • To provide detailed information regarding the major factors, such as drivers, restraints, opportunities, and challenges, influencing the growth of the market
  • To analyze the market’s sub segments with respect to individual growth trends, prospects, and contributions to the total market
  • To analyze the opportunities in the market for stakeholders and provide the competitive landscape of the market
  • To profile key players and comprehensively analyze their recent developments and positioning in the market
  • To analyze competitive developments, such as acquisitions; new product launches and upgrades; partnerships, agreements, and collaborations; and business expansions, in the market

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Report Code
TC 7133
Published ON
May, 2019
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