A True Win-Win: Intelligent Digital-First Service and Support

The Burroughs Digital Platform creates an easy button for comprehensive, proactive, multi-vendor, multi-device lifecycle service and support. Our team is experienced across a wide range of device types to deliver:

  • Maximized Device Uptime and Availability: Leverage remote resolution to ensure higher first-time fix rates and an "always-on, always available" service promise. 
  • Improved Response Times: Automated technician assignment and routing based on location, skill set, and service-level agreements (SLAs) to make sure you have support when and where you need it. 
  • Improved Service Quality: Expert-level technology-driven technical support and on-demand training content. 
  • High-Speed to Competency on a Wide Array of Applications: Real-time technician training supported at our Technology-Enabled Service Center of Excellence (TESCoE) means our team is up-to-speed on the latest technologies. 
  • Frictionless, Self-Service Customer Experience: Complete and real-time device and service call information available through our eAccess (EDI) customer portal. 
  • Revenue Optimization for Customers: Maximize device uptime for continuous customer usage. 
  • Ubiquitous Service Infrastructure: National coverage with strong logistics and depot repair backbone for coast-to-coast deployment, repair, and support. 
  • Fast & Simple eBonding: Cloud-based ecosystem integration platform that automates API, EDI, and non-EDI transactions to optimize partner outcomes. 
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Cloud-Based Tech Stack Facilitates Frictionless, Self-Serve Customer Integrations

The Burroughs Technology-Enabled Service Center of Excellence (TESCoE) brings our integrated Digital Platform to life and personalizes our services to meet your business's unique needs.

This support hub is at the center of our expansive North American service coverage capability and infrastructure, providing the 24/7/365 seamless support you and your customers deserve. Our unprecedented Big Data combined with our ability to leverage data predictively means we can resolve similar fault conditions the first time, more efficiently, and faster than ever.

Our cloud-based eAccess (EDI) system offers a fast, two-way communication portal that reduces downtime, enhances support desk communications, and keeps your business operations flowing smoothly. Additionally, the TESCoE offers a centralized knowledge base that arms our field service technicians with on-demand, tailored resolution content via remote technologies to enable first-time fixes and maximize equipment uptimes across a diverse multi-device, multi-vendor fleet regardless of location. 

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Comprehensive Suite of Solutions

Our cloud-based customer-focused tech stack allows for real-time reporting, analytics, business insights, and access to our frictionless two-way eAccess (EDI/ e-bonding) communication portal to improve call dispatching and service management. 

These are supported by our robust ERP, business intelligence suite, customer relationship platform, and learning management system, all powered by trusted software partners. This ensures that regardless of the size or complexity of your business or technology ecosystem, Burroughs is here to deliver the service and support you need. 

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Industry-Leading Field Service Automation

At Burroughs, we're not just service providers - we're full lifecycle service and support experts. By leveraging a predictive and dynamic field service platform that supports call scheduling, technician route optimization, and incident resolution, you can trust your operational needs from installation to maintenance to one-time repairs are covered. You get peace of mind while your customers experience smooth transactions and seamless interactions. 

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More Benefits

  • Technology-Powered Help Desk, Tech Support & Dispatching: Our help desk, tech support, and robust technician dispatching platforms support expedited service calls and minimize downtime. By leveraging advanced technology, we ensure efficient service delivery, rapid response times, and proactive level 2 and 3 technical support to keep your operations running smoothly.
  • Remote Monitoring & Triage Services: Benefit from around-the-clock remote monitoring and resolution capabilities that maximize device uptime. Our integrated platform ensures a proactive, predictive, and digital-first approach to service that you and your customers can count on 24/7/365.
  • Integrated Service and Support: The Burroughs Digital Platform powered by our TESCoE provides what you need for a holistic, technology-and-customer-focused solution. No matter the size or complexity of your business or technology ecosystem, Burroughs is here to deliver an integrated service and support platform to ensure your devices are running at peak performance to meet customer expectations.
  • Expansive Service Coverage: With extensive North American coverage and experience supporting broad applications across multiple endpoints, Burroughs drives unparalleled service, uptime, and availability across your entire fleet, no matter the location.

 

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Future-Proof Your Operations with a Trusted Partner

As technology and Big Data continue to evolve rapidly, you need a trusted service partner in your corner with millions of service call data points on a wide array of equipment who understands the importance of leveraging a secure, integrated, and scalable digital platform to help you future-proof your operations. 

Contact us today to discover how our experts can transform your business.

 

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What Our Customers
Are Saying

“The Burroughs onboarding team is consistently solutions oriented, upbeat and positive in approach. More importantly - they are very capable, professional and eager to move along at a pace that works for the client.”
Leading Financial Kiosk Company
“We work with Burroughs' technicians to manage our service needs across all product lines. They have the ability, infrastructure, and capacity we need."
Leading Golf Simulator Company
“Outstanding customer service, deep technical knowledge, and system focus on the customer.”
Operations Director
Unattended/Automated Retail
“Detailed transition reporting. Multiple leads in various departments to cater to our transition needs. Many months of planning prior to going live, which is essential to a implementations success. Structured onboarding process that is detailed and designed to not miss even the smallest detail. ”
Leading Air Vending Company
“We selected Burroughs to be our exclusive partner in the U.S. market as we expand globally ... they do everything we ask of them and more."
Leading Smart Vending Company
“Burroughs stuck out to us as they are already heavily affiliated with one of our largest accounts. Additionally, the onboarding and transition has been fantastic. They do a great job making laying out all the steps and making sure everything runs smoothly”
Leading Air Vending Company
“The transition team has been very good to work with through this process.”
Leading Manufacturer of Autonomous Cleaning Robots
“Burroughs has everything we need – the geographic reach, competitive pricing, and extensive experience. They can even reach our devices in secure locations, like airports. There’s nothing they fall short on."
Leading Self-Order Kiosk Company
“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 preventative 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!”
ATM/Debit Manager
Baxter Credit Union
“The process for onboarding was very straightforward but thorough. Our specific needs were understood and dealt with efficiently by the onboarding team.”
Operations Manager
Top 10 Crypto ATM Operator
“Great to work with and extremely responsive. Very well organized.”
Executive Services Manager
Global Enterprise Technology Leader
“I see a 36% savings in managers’ time alone (using smart safes). 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.”
Director of Operations
McDonald’s Franchisee
“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.”
Operations Manager
Huntington Bank
“We wanted to be confident that our network of technicians could deliver consistent service and the efficiency we demand for our customers. Burroughs has undoubtedly set the bar for service technicians across similar mission-critical operations, and we are eager to shape their impact on the parking market, which has far too long been dominated by antiquated and costly maintenance processes.”
Vice President of Client Services
FlashParking
“Your sales rep is great and so are your field engineers. It's important to us that there is continuity and superior customer service. We've enjoyed a relationship with Burroughs that has gone back to the early 70s. That should tell you that we're happy with Burroughs.”
Executive Leader
Hawaii National Bank
“Burroughs created a new product and service offering in a very short time... the Transition Management team was extremely diligent and flexible in working through all of the detail and nuances to ensure a seamless transition from start to finish.”
Supplier Management
Top 10 Bank in North America
“Massive kudos goes to Burroughs. Their service technician team was instrumental in solving multiple challenges for one of our customers. The Burroughs team showed great patience, innovation, and customer service in assisting our customer.”
Support Management
FlashParking
“The ease at which we can share terminals and turn around for onboarding is swift and effective.”
Operations Manager
Top Crypto ATM Operator
“Great support received from all levels of Burroughs. From Account Management to techs, Burroughs is a pleasure to work with.”
Card Administrator
Credit Union Customer
“The Burroughs team has been great to work with... makes my job easy.”
Director of Operations
Nationally Recognized ATM Operator
“Burroughs techs are so helpful, full of knowledge and experience. Very quick to respond and fix issues.”
Branch Administrator
Credit Union Customer
“Simple, seamless, and very informative.”
VP of Business Development
Leading ATM Provider
“I wanted a partner that had payment and transaction, kiosk, and IT competency. Burroughs has it all, and is able to provide services across all subsets of kiosks that we carry."
Leading Financial Kiosk Company
“Professionalism and customer focus have made the process seamless."
Leading Automated Kiosk Company
“Thorough, comprehensive list of tasks to compete developed at the start of the project. Detailed follow-through to monitor and ensure all tasks were completed on time."
Leading Automated Kiosk Company
“Communication was timely and direct throughout the transition. Friendly and personal rapport was developed to make the onboarding process enjoyable yet professional."
Leading Automated Kiosk Company