Thursday, August 31, 2017
As we approach the Labor Day weekend across the U.S. market, we wanted to take a moment to share some updates on Cardtronics and our ATM network across the U.S. To begin, our deepest gratitude goes out to our valued customer base on your warm wishes and thoughts during a very difficult week for the Cardtronics family located in the Houston area. Out of an abundance of caution, even before Harvey made landfall, Cardtronics had initiated its business continuity plan (BCP), which includes a primary focus on our employees' safety and we are grateful to report that all of our associates are safe, though many are dealing with great losses to their property and homes.
Through our network of North America and international offices, we have also been able to shift our business critical operations - including our help desk, cash replenishment and incident management teams - to alternate locations that enabled us to seamlessly provide uninterrupted ATM network support. A number of our Houston-area operations staff volunteered, ahead of the storm, to re-locate to other offices in order to complement and preserve our call center and response rates. We are very fortunate to have such a committed team who have and continue to go above and beyond for our customers.
While the health and safety of our team has been the primary focus this week, through the efforts of our operations team, we have been successful in delivering exceptional service to our U.S. customer base:
As of Wednesday morning, our U.S. ATM availability was at 98.5% across more than 45,000 Cardtronics-owned ATMs.
Our cash team is monitoring our nationwide ATM base and we are in great position ahead of the long Labor Day holiday weekend with less than .002% of our fleet currently experiencing out-of-cash situations. We are working closely with our armored partners to address these outstanding ATMs.
We are also in dialogue with many of our key retail customers regarding their store status and expectations for re-opening. We fully expect that as retailers, roads and logistics become more available, we will have strong cash access, resulting in more pressure on our operation. As road access improves, we will be working with our armored partners to manage cash logistics to the best of our ability.
The Cardtronics data center, a level 3 facility located near the George Bush International Airport, has been stable, without impact from the flood waters plaguing much of Houston. We are continuously monitoring this site, as well as our failover sites in Irving, Texas and Las Vegas, Nevada.
Our goal in the days ahead is to continue to provide you operational updates on the network, and to also deal with specific issues facing your network. We are fortunate to have a robust domestic and international set of platforms and resources to draw upon during difficult situations like we are facing to deliver on our commitments to you. We appreciate your patience, given the human resource impact on our business, but are confident in our actions to deliver on our commitments to you and your customers.
We'd like to thank you once again for your partnership and patience and most of all for the incredible support of our team in Houston. We are looking forward to delivering to your expectations in the days, weeks and months ahead but do not hesitate to reach out to me or your Relationship Manager if we can improve in any way.
We wish you all a happy and restful Labor Day weekend and for blue skies and dry weather for our friends and colleagues in Texas. #HoustonStrong.
Managing Director - North America
EVP - U.S. Financial Institutions
EVP - Retail Sales and Relationship Management
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