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Passion . SERVICE . Trust

What can you count on when you choose Burroughs?

Prompt responses when you need us. Timely repairs and preventive maintenance. Dedicated account managers. Latest updates on compliance and industry-related changes.

Choose Burroughs today to keep your ATM and cash automation equipment well-maintained and running smoothly. 

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Burroughs provides our clients with service levels other companies only dream of achieving.

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WHO WE ARE

As the largest independent service organization for ATMs and cash automation in North America, Burroughs specializes in providing maintenance services to clients in the financial and retail industries. Our 800+ field and support engineers service over 100 different ATM and cash automation products. We understand the complex hardware and software critical to keeping your equipment in peak condition so that your customers can count on maximum uptime.

Professional and project services help you manage your technology, increase overall efficiency and lower your operating costs, leaving you with time to focus on your core business.  

Our services are designed with you in mind.  

  • Field engineers – extensive national coverage.
  • Project teams meet deadlines with implementation and compliance upgrades.
  • Professional services engineers design and implement managed services programs.
  • Account managers offer a single point of contact for your account needs.

Burroughs has set the industry standard high by delivering peace of mind through exceptional service to our clients and their customers.

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WHAT CAN WE HELP YOU WITH?

 

 

 

 

 

 

 

 

 

OUR STORE

Are you interested in purchasing supplies directly from Burroughs?

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THE NEW BURROUGHS


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.

Loaded with equipment – over 100 devices, in fact – the PTC is perfectly suited to comprehensive, in-house training.  Located in Elmhurst, IL, it’s where our engineers and technicians are educated on the equipment we maintain, while refining their knowledge through a dynamic curriculum responsive to changes in the industry, technology and customer base.

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.

The PTC and our Plymouth technology lab are where level 2 and level 3 engineers support field engineers seven days a week, across all time zones.

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. 

Parts

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.

Diagnostics

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 here.

  • How important is OEM certification to a service organization?
    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.
  • How do you support technicians on so many different models of equipment?
    With the exception of certain basic types of equipment (retail cash dispensers for example), we always have between one and three devices of different form factors in our technical lab.  These devices are an important component in supporting our training development, onsite classes and Level 2 / 3 technical support.
  • From where does Burroughs get parts?
    Parts quality is extremely important to us. Burroughs has developed an extensive network of suppliers, both OEM and 3rd party, from which we source parts.
  • Can Burroughs pull diagnostics “trace” files from ATMs?   Yes, we routinely pull them for analysis in trouble-shooting.
  • 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.
  • Do you need any documentation, training, etc. from an OEM in order to service that ATM?
    No.  We have performed our own internal training for OEM support for more than 20 years.  This has given us the ability to tailor our training specific to our fleet and the real-world issues that our field engineers and tech support group encounter.  It is also one of the reasons why we have co-located our training group with our Level 2/3 tech support.

 

PRESS ROOM

Here are our most recent posts!
Burroughs Makes Key Moves to Focus on Top Level Customer Service

Burroughs Makes Key Moves to Focus on Top Level Customer Service

PLYMOUTH, MI — Burroughs, Inc., a provider of support and maintenance for financial services equipment, has increased focus on customer service...

Support Documentation

Support Documentation

Are you looking for support documentation?  Product and support on SmartSource equipment, document sorters, and other equipment is available here....

Introducing the LG LTA-350 Cash Recycler

Introducing the LG LTA-350 Cash Recycler

Reduce Costs and Increase Cash Security FAST – Processes 12 notes per second. ACCURATE – Serial number authentication of all...

Multi-Vendor ATM Service

Multi-Vendor ATM Service

… that Burroughs has invested in over 100 devices – every manufacturer is represented – for our technical support teams? ...

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  • When we switched to Burroughs our downtime was reduced from the previous vendor.  The technicians are friendly, and it’s obvious they care - they “own” the responsibility to keep our ATMs up and running, whether through preventive maintenance or necessary repairs.  Our account reps keep us informed and are a pleasure to work with.  All in all this team makes it easy to do business with Burroughs!
    Lori ReissATM/Debit Manager, BCU
  • In the two years we have been leveraging the GRG & Burroughs solution, we’ve experienced no customer issues and our service calls are minor. The response from our customers is that results for the (Burroughs) service technicians are phenomenal.
    Shon DutyPresident & CEO ScrapRight
  • Regarding Burroughs Professional Services, I wouldn’t say your team’s performance was great… it was exceptional!
    John ManganielloProgram Manager, Benchmark Technology Group
  • Burroughs is known for quality equipment and reliable field service technicians, as well as a collaborative approach to working with partners. This commitment to quality, service and partners aligns well with US Dataworks’ core values.
    Marc PalomboSenior Vice President of Sales, US Dataworks
  • In order to garner all of our customers’ banking relationships; we utilized a remote deposit capture solution (RDC) and the Burroughs SmartSource scanners as the capture device.
    Travis G. DelaplainVP/Chief Financial Officer, FNB Bank
  • I see a 36% savings in manager’s time alone (using the SmartCash Vault). We’ve freed up 2–3 hours per day that they spent counting money equating to over $70K per year. Now they have more time to be managers.
    Wayne AdamcyzkDirector of Operations, JDD (12 McDonalds Francises)
  • One of the things that we as a company make decisions on, when we are partnering with someone, is how well we work together. As a company we have utilized Burroughs for over 40 years and my personal experience with them over the past 37 years has been excellent. They continue to provide superior technical support, quality products and reliable field service technicians.
    Jim PosaniOperations Manager-Group/Reg, The Huntington National Bank
  • Burroughs has been operating under a very aggressive schedule. The transition has been seamless and our clients have commented on the improved service level and professionalism of Burroughs and their service technicians. We could not be more pleased with our decision and Burroughs performance.
    Paul CooleyPresident, FCTI

Contact Us

 

Have a question that you can’t seem to find the answer to? Need some more information on a specific part or service? Interested in working with Burroughs? Fill out this quick contact form to get in contact with someone who can help you find the answers.

 

Phone Number

734-737-4000

Email

info@burroughs.com

General Correspondence

Burroughs, Inc.
41100 Plymouth Road
Plymouth, MI 48170-1892

 

AT YOUR SERVICE

Our Mission:   Serving our customers with professionalism and integrity – Fostering an environment of collaboration and teamwork – Investing in our employees – Creating value for our shareholders.

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