Customer Q&A. General

Transcription

1 Customer Q&A These FAQs do not apply to the UK and Ireland. Diebold and Wincor Nixdorf must continue to operate as two separate companies until we receive clearance from the UK antitrust regulator. Business in the UK and Ireland should continue without any of the changes described in this document, and UK and Ireland employees should not have access to this document. General 1. What benefits can the combined organization provide to my business? As a world leader in connected commerce, Diebold Nixdorf is changing the future of how people connect to their money now and forever. Customers will be able to take advantage of new products and services and benefit from an enhanced focus on technological innovation. Partners and suppliers will have access to new markets and customers. Diebold Nixdorf is committed to realizing transformative opportunities for our clients. We understand that consumers are our customers most valuable asset. With this in mind, we will work to create lasting consumer relationships and positive experiences. 2. Who are my primary contacts now with the new company? Our primary focus is to ensure a seamless transition for our customers. For each account, or at least for each opportunity, a leader has or will soon be nominated with an account team. In most cases, the existing Account Manager will continue to lead. In some cases, where there has been a previous relationship with both companies, the Diebold Account Manager and the Wincor Nixdorf Account Manager will continue and co-lead until a final decision is made on a single, go-to person. In the meantime, those customers can continue to count on either sales lead for their needs. 3. Are you ready to share systems, software and services roadmaps? We are pursuing a best-of-the-best approach to harmonize our product offerings and provide the best solutions for our customers. We re optimizing the portfolio to meet local customer requirements and as the combined roadmaps evolve, they will be shared as needed to support your decision making. The Retail portfolio will remain unchanged. In the meantime, existing orders will be delivered and your investments will be protected. 4. Which products and services will be phased out? Product or service withdrawals will be communicated to you by your Account Manager. Each withdrawal will have a specific timeline associated with it and your Account Manager will work closely with you to make sure that the impact is minimized for your business. Diebold Nixdorf s primary focus is on investment protection and business continuity for our customers. The combined service capabilities will enable us to continue servicing your products and solutions for many years. 5. Do you plan any local headcount reduction that may impact my operation? We do not have plans that will impact your operations. In fact, we expect the new Diebold Nixdorf organization to have better software, managed services and consulting expertise to help you solve

2 the many challenges you face. We would like to set up a meeting in the next few weeks to share our extended systems, software and services capabilities with you. 6. Will I notice a change in how I interact with Diebold Nixdorf? The Account Manager plays a key role managing the overall relationship and orchestrating the combined company resources. The business combination will allow the Account Manager to be supported by strong sales experts and pre-sales consultants to successful complete both simple and complex projects. 7. In my country, Diebold Nixdorf has a direct sales organization and a partner network. Who do I work with? You should continue to work with your current Account Manager or partner, as you have done prior to the business combination. Partners will remain an integral part of our strategy in both Retail and Banking moving forward. We expect the combination to strengthen our overall partner network and provide you with the best possible support. You will be notified if there are any changes that will impact your account. Systems 1. What is the impact on your self-service strategy? Is there a continuity plan for the products I recently purchased or planned to buy? All existing orders and backlog will be delivered. For new sales opportunities, the combined portfolio for Diebold Nixdorf s systems is available now. Extensive due diligence and assessment was completed at a region and country level prior to defining the combined portfolio. We believe that the systems options match the needs of our customers, offering the best available portfolio on the market today. 2. Can you share more specifics on future roadmaps for your product lines and devices? Are you planning to consolidate manufacturing? Since local markets are different, we have prepared specific systems roadmaps for each region and Diebold Nixdorf is providing the most comprehensive range of solutions for each local market. This may affect the systems available to purchase. In some cases, certain systems will remain an option for purchase. In other cases, certain systems will no longer be an option. Regardless, Diebold Nixdorf s primary focus is on investment protection and business continuity for our customers. The combined service capabilities will enable us to continue servicing your products and solutions for many years. 3. When will you launch a new systems platform resulting from combined R&D efforts? As previously mentioned, the systems roadmap, by country, is defined and Diebold Nixdorf will continue to make significant R&D investments. The R&D teams will be combined to create the best innovations you expect from an industry leader. 4. Are there Retail offerings that are relevant for the financial self-service (FSS) market? Although we do have systems designed for the retail market, at this time we only have a few offerings in our retail portfolio to address the FSS market. Kiosk systems are relevant for both

3 industries and cash recycling technology will benefit from joint R&D efforts and scale in sourcing and production.

4 Software 5. Will you continue offering software platforms from each company? Both software platforms will continue to be marketed, as they fit different market and customer needs. Our strategy is to go with a best-of-breed combined portfolio as the foundation for the next generation allowing us to focus on enhancing the consumer banking and retail experience and delivering operational excellence by leveraging each other s strengths. Our software platforms each have a proven record of performance. As a leader in multi-vendor, omnichannel software, customers can expect us to protect those investments and harmonize our product offerings to realize scale efficiency, while reinvesting in innovation. 6. Will you pre-certify Proflex on Diebold? Both VISTA and ProFlex are multi-vendor solutions. We will support with certifications when necessary. 7. Is there a continuity risk with the software platforms I use or planned to buy related to maintenance or product evolution? We are 100% dedicated to supporting our customers and ensuring that your investment in our software is protected. Each software solution will be maintained as outlined by the commitments in our maintenance contracts. Our decision to componentize our solutions by building composite applications was made so that it can be offered in conjunction with or independent of other solutions.

5 Services 8. What is the support and maintenance services delivery model moving forward? I m concerned about the continuity risk of service operations. There is no continuity risk. In a given country or area, we will move forward with existing contracts and supply chains. For example, Diebold technicians will continue to maintain Diebold equipment under the terms of your existing contracts and similarly, Wincor Nixdorf technicians will continue to maintain Wincor Nixdorf equipment. Integrating two large field support teams will take a while, so in the meantime it is business as usual. 9. Today I have two service contracts, one with Diebold and one with Wincor Nixdorf. Are they still valid? When do you plan to have new contracts for Diebold Nixdorf? At the global level, the businesses of Diebold and Wincor Nixdorf are now combined although today they officially remain separate legal entities. Diebold s and Wincor s respective local legal entities, in country, continue to exist. For a certain period of time, we will maintain two IT systems and two service delivery chains. There is no urgency to have a new, unique contract. Our account team will partner with you to assess your current needs, make recommendations and then update contracts, service levels, etc. as needed as part of the combined organizations. In parallel, we also recommend that customers arrange to visit one of our Experience Centers to see our extended portfolio and learn more about our strategy and ways we can continue to work together. 10. When do you plan to leverage synergies in terms of service operations and/or offerings on a local basis? We will progressively harmonize the processes and skills we now have on a collectively larger local base to improve our operational excellence and provide customers with unparalleled, best-in-class services. We also plan to leverage our enhanced multi-vendor skills to provide global service contracts.

6 Retail 11. Will Diebold Nixdorf continue to play a role in the Retail market? Absolutely. For more than 40 years, Wincor Nixdorf has been synonymous with innovative, reliable and future-proof POS technology. The portfolio is being optimized continually to meet increasing automation requirements and to support omnichannel retailing. 12. What is the strategy for your Retail business moving forward? Retail will remain an integral part of the combined company. We expect the combined global capabilities to expand to new markets and service new customers. Wincor Nixdorf brings a comprehensive systems, software and service portfolio for retailers through the combined reach of a field services organization with 13,000 experts around the world 13. Will the Retail product roadmap change? No, the Retail roadmap will remain unchanged. 14. Will Retail manufacturing and R&D be shifted to other sites or locations? Not at this time. 15. Will Diebold Nixdorf s Retail portfolio be the same as the Retail portfolio previously offered by Wincor Nixdorf? Yes, the Retail Systems, Software and Services portfolio will remain unchanged. 16. Will product lifecycle times change? No, this is not planned. Diebold Nixdorf s primary focus is on investment protection and business continuity for our customers. The combined service capabilities will enable us to continue servicing your products and solutions for many years. 17. Will customers need to sign new contracts or T&Cs? All existing contracts remain in place, unless they have a change of control clause that states otherwise. 18. How do we handle service contracts that include the provision of spare parts? Diebold Nixdorf s primary focus is on service business continuity. All services, as defined in the contracts, will be delivered as promised and based on existing contractual agreements.