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Updated: March 6, 2025
When it comes to running a financial institution, having the right tools and equipment in place to empower your employees, serve your customers, and keep your operations running smoothly is key to maintaining a competitive edge.
However, when it comes to servicing your ATMs, ABMs, cash recyclers, and other branch equipment, it can seem that there are limited or restricted options beyond the original equipment manufacturers (OEMs) for you to find the best service provider to meet your needs.
Recognizing the many problems this creates for consumers and businesses of all sizes, the US Federal Trade Commission (FTC) issued a press release in 2021, enforcing what is known as the Right to Repair. Subsequently, Canada passed not one but two bills (Bill C-244 and Bill C-294) in November 2024 amending Canada's Copyright Act related to hardware diagnosis, maintenance and repair, and software interoperability.
So what is the Right to Repair, and what can it mean for your financial institution?
What Is the Right to Repair?
As part of providing their equipment to financial institutions, some OEMs have made it difficult for customers to enable the most efficient and effective way to service their equipment, whether in-house and/or with an independent service provider.
Although this can be good for the OEM’s, it creates restrictions for financial institutions looking to efficiently and effectively manage their equipment. This can be especially true for ATMs, ABMs and cash recyclers, which are an increasingly important way that many financial institutions interact with their customers.
However, these policies and laws reminds financial institutions they have what is known as the Right to Repair. In practice, this means they have flexibility in selecting who services their equipment instead of being limited or restricted by the OEM.
How Can You Exercise Your Right to Repair?
Although the FTC and the Government of Canada have reinvigorated their educational campaigns on the benefits businesses and consumers can leverage, financial institutions still need to know their rights.
In short, your organization has the right to access non-proprietary, after-sales support enablements including:
- Service information: Product manuals, training resources, technical support documentation, software updates, and schematics
- Diagnostic tools: Tools you and your independent service provider need, including authentication and secure pairing tools
- Parts: Parts required to service and support equipment
- Repair and maintenance: Repair kits, upgrades, and modifications for devices and equipment
If your financial institution is not receiving an adequate level of service, responsiveness, or support from your current provider or in-house effort, it is important to understand you have other options.
This includes exercising your rights to request the information and access needed to service your equipment and protect your investment so your team can focus on delivering exceptional customer service.
Burroughs Is Ready to Be Your Trusted full LIfecycle Service Provider
If your financial institution is looking for a better way to service and proactively maintain its ATMs, ABMs and other branch equipment, Burroughs has been in the business of providing OEM-agnostic services for more than 138 years.
That means Burroughs already has the North American infrastructure to provide the hardware, field service, repairs, and technology-driven remote and technical support your financial institution needs to not only maintain your fleet but extend its lifespan, increase uptime and reduce failed interactions. This helps you fulfill your brand promise and commitment to your customers.
When you choose to partner with Burroughs, your business will be supported by more than 400 highly skilled and certified service technicians, backed by two North American-based technical teams specialized in level 2 and level 3 support. You will also have peace of mind knowing we have a network of repair depots, 120+ forward stocking locations, and experience managing over 350,000 devices from numerous industry-leading OEMs.
So instead of a web of different customer service options, your team can contact one provider when they need support, no matter the make, model or location of the device.
Exercise Your Right to Repair
You know what your customers need and what is best for your business better than anyone else.
So when it comes to selecting the right service partner for your ATMs, ABMs, cash recyclers, and related branch equipment, you should be able to pick the organization with the experience, agility, and quality needed to meet your customers’ needs and protect your investments.
If you are ready to learn more about your options and how the Burroughs team can provide the consultative guidance your financial institution needs to meet its full potential, then contact us now.
