BURROUGHS, INC.
FARMINGTON HILLS, MI

Learn about Burroughs From cash automation to ATMs to branch transformation, Burroughs has the solutions, the maintenance and the support to give you peace of mind. We manage your technology portfolio so that you can focus on your core business. http://burrough.wpengine.com/wp-content/uploads/2017/05/Burroughs_010.mp4 Interested in learning more about Burroughs? For decades customers have depended on Burroughs for outstanding service delivery. Burroughs provides exceptional service on third-party ATM, teller cash automation, smart safes, branch automation, and self-service solutions throughout the US and Puerto Rico. As a result of acquisition and organic growth, Burroughs expanded its maintenance services footprint to offer one of the nation’s largest maintenance and support organizations with more than 800 Customer Service Engineers delivering comprehensive and customized maintenance coverage coast-to-coast. Every service Burroughs offers is designed to optimize customer technology investment. No one knows Burroughs solution devices better than our support service analysts and engineers. Thousands of Burroughs customers rely on us over third-party vendors for greater knowledge and faster resolution of issues. Burroughs guarantees the highest quality performance provided by a team of market-leading service engineers – over half having more than 25 years of experience. Their primary objective is maintaining device uptime and driving optimum service level standards. Burroughs takes pride in delivering flexible solutions for financial institutions, retailers and independent ATM deployers (IADs). The backbone of Burroughs ability to respond to and delight clients is our call center technology and logistics management. Burroughs utilizes leading edge technologies to support staff in multiple call centers, covering all time zones 24 hours a day, 365 days a year. Burroughs’ ability to handle and route calls in any time zone that our clients require, while providing back-up and recovery protection, is unmatched in the North American market. Our Mission Every business has a heartbeat, and ours is the Product Technology Center (PTC), a vital organization providing engineering expertise and technical training on many ATMs and cash automation devices. Included is support for manufacturers’ equipment related to ATM, recycler and intelligent safe technologies. We provide our field engineers with onsite training that includes a 60/40% mix of hands-on and classroom training experience. It’s where we train our techs to follow a first-time resolution philosophy – fix it right the first time – as well as our customer-focused, 7-step delivery method: Prepare, Analyze, Isolate, Resolve, Confirm, Prevent and Report You won’t find a more impressive facility multiple layers of technical support and the right kind of training. No wonder more than 1000 financial and retail institutions choose Burroughs! Talk to us and learn more about how Burroughs is working to meet the needs of our clients and their customers. In addition to training and technical support, service excellence requires that field engineers have access to the best diagnostics and parts available. Burroughs continues to have significant focus and investment in these areas to maintain high levels of service for our clients and their end customers. With a wide array of supply chain vendors/partners supporting our acquisition of parts, Burroughs’ ability to control our end-to-end supply chain is strong and effective with consistent quality control standards. Burroughs elected to invest in an independent and certified repair operation, which has been inspected and certified many times by OEM auditors. Service-focused to ensure that we maintain control of our own repairable inventory, we manage repair quality and spare parts availability better than other providers. We continue to maintain and improve upon this process today, with detailed quality control analysis and review. Burroughs works with both original and third-party diagnostics for OEM equipment to help in the isolation of faults. Our selected solution works on both current generation as well as legacy equipment. We have compiled a list of frequently asked questions pertaining to Burroughs’ support of Original Equipment Manufacturer (OEM) equipment, and we welcome additional questions OEM certifications and partnerships represent one aspect of support, and Burroughs takes advantage of this when necessary. However, the true delivery of quality service and availability requires much more – it requires a dedication and culture committed to service excellence. Because we do not manufacture equipment or develop software, we dedicate resources to high quality service delivery each and every day, providing best-in-class uptime, and flexible solutions for your ATM and cash automation channel. How are Burroughs Engineers trained? We perform primarily in-house training with dedicated staff. Our staff stays up to date on product changes through close integration with our clients, vendor partners, external sources and our product engineering/support group. In most cases, our product support engineering and training staff develop training coursework at our lab and technical support facilities. When and where necessary we have hired product support resources with specific experience. From where does Burroughs get parts? Parts quality is extremely important to us. Burroughs has developed an extensive network of suppliers, both OEM and 3 Can Burroughs pull diagnostics “trace” files from ATMs? When an OEM releases a new ATM model, how long does it take Burroughs to get technicians trained on that model? Burroughs provides support for new equipment functionality from between 0 to 180 days of product release. The range is dependent upon the complexity level of the equipment or change, including whether or not onsite training is deemed to be required. We work with our client or vendor partners to obtain equipment that Burroughs would own and utilize for our training and support needs.