From ATM equipment to self-service kiosks, your cash automation, self-service, Internet of Things (IoT), and other technology investments are key to meeting your customers’ preferences for their transactions. That’s why ensuring your fleet has the level of support and maintenance it needs is so important.
However, as your business grows and the complexity of your fleet expands, it makes financial and operational sense to partner with a services provider that delivers the support your business needs to maintain its competitive edge.
So what support can a services provider deliver for your business, and how can you ensure you partner with the best in the industry?
What Are First-Line and Second-Line Maintenance?
Many providers organize their service offerings into two categories: first-line maintenance and second-line maintenance. These tiers help the service provider identify the best approach to solving an operational problem and returning a device to its optimal performance.
First-line maintenance (FLM) calls are considered standard support tasks, including basic device troubleshooting. More specifically, FLM calls do not include replacing hardware, resolving software bugs or defects, or using advanced tools or techniques.
Generally, a technician should be able to read a device’s error code or fault and begin the issue resolution process quickly. They may even do this remotely if the functionality is enabled.
Second-line maintenance (SLM) requires advanced support from experienced service technicians or technical support teams.
These repairs typically involve advanced diagnostic tools and evaluations, device interactions and troubleshooting, and on-site equipment repairs.
What Are the Benefits of a Maintenance Services Partnership?
As a business fleet expands its diversity, complexity, and geographic footprint, handling FLM and SLM can quickly become too time and resource-intensive. This can leave your devices out of service, your customers frustrated, and quickly eat into your bottom line.
These are just a few reasons why many businesses partner with a services provider. Some of the other benefits include:
Higher overall device uptime across your fleet, especially when specialized parts are harder to source.
More consistency in device repair quality and costs.
Support for the full range of your fleet’s hardware and software, no matter when an issue arises.
Full geographical coverage across your entire fleet’s footprint, from coast to coast.
More time for in-house employees to focus on customer service and strategic business initiatives.
Find the Best Maintenance Services Provider for Your Equipment and Fleet
After deciding to partner with a services provider, the next most important decision is how to find the best fit for your company’s expectations and requirements.
Whether you are finding your first provider or are in the market for a change, here are some key items that should form the foundation of your must-have list:
Deep Industry and Technical Knowledge
Your business needs are evolving as quickly as the technology your customers use every day. You need a services partner that has seen it all, including your unique industry requirements.
Look for a partner with the operational footprint, industry experience, and service support needed to deploy technicians that have first-hand experience with the full range of devices your business relies on.
Your customers expect more out of your fleet, meaning that although your technology that runs it must balance usability with new features.
Having a partner with a digital-first approach—like Burroughs— gives you the benefit of having incident resolution that is tailored to your individual needs combined with technology-driven tools and resources to support full lifecycle management—from installation to repair—when and where you need it.
In addition to helping to ensure high uptime, having access to fleet-wide performance data also means your team can access real-time data to monitor your fleet and feature usage to maximize your customer experience.
Long-Standing OEM Provider Relationships
Over time, your technology ecosystem has grown to include a wide range of device types, makes, models, and versions from a host of manufacturers.
Instead of having to call a number for each original equipment manufacturer (OEM), ensure your services provider has the experience and relationships needed to service your entire fleet with just one phone number. For example, Burroughs has direct experience managing more than 250,000 different types of equipment all with one unified customer service experience.
Full Lifecycle Support
A traditional service provider or OEM may only support one device type, software version, or location.
With a partner like Burroughs, you have an entire team behind your brand ready to:
Replace worn, defective, or damaged parts.
Handle software updates or defects.
Plan and deploy hardware installations or decommissions.
Upgrade device components.
Test hardware and software in our in-house lab.
Extend the lifespan of your investment through our depot repair services.
Utilize remote monitoring, triage, and technical support services.