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Bancsource Understands Maintenance.  We Should.

ATM Maintenance

For more than 30 years, it’s been our specialty. And while we’re known for maintaining bank equipment, hundreds of credit unions, data centers, utilities, mortgage companies, government offices and other businesses also depend on Bancsource.

Bancsource is your single source solution for repair to replacement. We maintain all of your bank equipment, including ATMs, scanners, conventional and branch equipment. We also offer Customized First and Second Line Maintenance along with Cash Replenishment Services through partnerships with Brinks, Dunbar, Guarda and Loomis.

Guaranteed Response Times

When you need service, our clock starts ticking.  Our goal is to get your equipment operational as soon as possible. We will work with you to customize a plan with response times as specific as to each piece of equipment. In addition to over 200 full time Field Engineers, we have a service network of partners which enable us to provide exceptional service. A distinguishing feature of Bancsource is our escalation procedure. Once on site, if our engineer cannot solve the problem within one hour, it is escalated to the District Manager, then to our in-house product support group, and if need be to our National Service Manager. This ensures you are up and running on a timely basis.  

Stay Informed 24 Hours a Day

Customer Care is a 24 hour, real-time information tool that gives clients the ability to create and track service calls online. There are many applications the Customer Care site can be used for, including:

  • Review service history on each individual piece of equipment
  • Receive e-mail notifications for completed preventative maintenance service calls
  • View details on service agreements and manage equipment contracts
  • Request electronic invoices

Bancsource Field Engineers update the website daily with call numbers, details on the call, parts ordered and when the service call is completed. The result is a comprehensive online solution that gives Bancsource Clients a more effective tool for managing their specific equipment needs and costs.

 

Stay One Step Ahead of Breakdowns

Rather than waiting for breakdowns, we maintain your equipment properly month-by-month to keep mechanical failures to a minimum, and service costs lower. Our service team is fully trained on a variety of models and product lines.

Our philosophy is to stay proactive on our Preventative Maintenance calls. They are scheduled to be completed within a specific time frame regardless of any needed service calls. Because of our dedication to preventive maintenance, we will reduce your down time and the number of emergency service calls - improving equipment performance and your ability to get your work done. Some banks are willing to pay extra for preventive maintenance. At Bancsource, it is included at no additional charge.

One-Call Repairs Them All

Bancsource has formed exceptional alliances with industry leaders. Our partnerships provide access to world-class engineers and remote support professionals. Additionally, we have access to service infrastructures and support programs that include:

  • OEM certified technical training 
  • Complete access to proprietary information, such as diagnostics 
  • Certified parts 
  • Technical service manuals 
  • Links to tech knowledge base, tech alerts, service bulletins, retrofit orders 
  • Hardware and software engineering support 

Inventory to Meet Your Needs

Bancsource has two strategic stocking warehouse centers in the United States with $7.5+ million in parts inventory. As soon as you become a client, we stock the parts your equipment requires—in our warehouses and in our vehicles. That is why we have some of the highest “first-time-fix-rates” in the industry.

Communication is Key

One of our goals is to communicate metrics on a timely basis. We can set monthly or quarterly meetings to review service metrics and to identify ways to increase your service levels. Some of the metrics we measure include;

  • Average fix time 
  • First time fix rate 
  • Average response time 
  • Average completion time 
  • Current uptime percentage 
  • Average time to complete PM 

In addition, our goal is to provide recommendations that will improve your service levels.

We Have Proof

In today’s competitive business world, every company promises to provide exceptional service after the sale. But only a very few can back it up.

For years, top-tier service providers such as Xerox, IBM and Hewlett-Packard have hired independent companies such as Service 800 to design and administer in-depth research on client satisfaction. And every year, Bancsource consistently ranks equal to or better than every other top service company in each category measured. This investment in objective client feedback helps Bancsource retain world-class service levels. By maintaining constant contact with out clients, we are better equipped to make quick, fact-based decisions and make any necessary adjustments in today’s constant-changing environments. Not only does this objective feedback allow for ongoing analysis, it also provides a vehicle for elevation of any service issues that may arise. We view any individual “score” that ranks lower than 4 out of 5 as unacceptable and would then require immediate follow up from a District Service Manager to quickly resolve any concerns before they become long-term issues.

 

There are companies that talk about providing service – and there are companies dedicated to nothing less than exceptional service. Bancsource – your single source solution.

 

 

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