• More than 35 years of service experience, which translates into uniquely qualified field engineers.
• Dedication and focus on delivering client satisfaction. 
• Flexible On site/On call response to service needs, including 7x24 coverage, and multiple options, such as 2 hour , 4 hour , or next business day response.
• Centralized Support for calls, dispatch, logistics, tracking, reporting and billing.
• National Technical Support Group that provides on site and phone support to field service.
• Preventive Maintenance Plan with a focus on improving machine availability.
• Customized Service Level Agreements (SLAs) and statistics for mutually agreed upon goals and metrics.
• Automatic Call Escalation with state-of-the-art call tracking, monitoring and reporting.
• Push Inventory System featuring automated real-time replenishment.
• Asset Tracking process at each site for parts and reconcilement, which significantly reduces human errors associated with the inventory management process.

BancTec has developed an extensive infrastructure of systems, procedures and management reporting capabilities, which enable our team to provide the support and service necessary to meet service delivery expectations at an economical price. Numerous SAP-driven systems coordinate our call center, dispatch, logistics, parts tracking, reporting and billing for clients to help them streamline costs and gain operational efficiency.

BancTec’s call dispatch center can log and dispatch service on a 7x24 basis from either end user calls, or as a supplemental dispatch from an OEM call center. Our tracking system is updated on the status of the call, escalations are automatic when needed, and clients have the option of viewing the service call progress through resolution via a web portal. 

BancTec service management is available to meet on a regular basis to review performance, trends and changes in the business.  BancTec commonly provides summary reports covering the key service metrics including uptime, response time, and repair time, or measures otherwise agreed to by the customer and OEM.  BancTec’s logistics systems can also provide valuable feedback on repair actions, repair type, parts usage, sparing levels, etc.

A key component of service is developing with each client a customized service level agreement that results in continuous improvement, and visibility of performance metrics at all levels of the respective organizations. This partnership approach has resulted in significant, demonstrated performance improvement in many of our client operations.

BancTec’s sophisticated spare parts logistics system updates inventory levels and locations. The tracking capabilities for parts, shipment and delivery provide easy access to current inventory status and location as well as feedback thorough our logistics systems to replenish local parts depots.

BancTec maintains extensive spare parts inventories to support required service for clients. Our goal, where cost effective, is to provide local sparing to enable the highest percentage of problem resolution on the first call.  Our systems are designed to handle both customer owned and BancTec owned spares inventories and to keep service costs competitive.

Typically, we strive to maintain adequate local inventory, representing approximately 95% of all parts required for first call fixes of problems on site. The remaining of parts, which are typically cost prohibitive to spare, are available from our depot in Dallas on a next flight basis.

An extensive parts inventory and stocking program is managed through strategic alliances with OEM manufacturers and other suppliers to ensure parts availability. BancTec’s parts are warranted to be equal to or better in performance, function and quality than original parts. BancTec purchases new parts from OEMs as well as performing in-house repairs on many common repairable components.  Our in-house engineering team evaluates high use parts to attempt to reduce replacement and increase reliability of the equipment.

BancTec’s repair facility is staffed with trained technicians employing a wide variety of electronic test systems to ensure the quality of a repaired part. In addition to electronic testing, BancTec maintains in-house systems that test both new and repaired parts before being shipped to field inventory locations.  City and regional spare parts depots additionally complement site inventories. Replacement inventories are maintained at the national stocking warehouse located in Irving, TX.

In order to minimize any impact to your organization on large-scale opportunities, BancTec recognizes that detailed planning is required prior to transition of service. As such, BancTec management will meet with client management to ensure a proper transition of service, and a project manager will be assigned to manage the process from beginning to end.

Click here to view a sample Transition and Implementation plan.

In the stages prior to transition, service personnel meet with respective members of your staff to ensure that all requirements and support logistics are carefully considered and a plan of action is developed. In cases where training of staff is required for start up, BancTec will provide formal class room training with as much hands on training as possible, and/or computer based instruction when that level of training is required. 

BancTec places emphasis on client satisfaction. Our program plan includes post transition follow up and evaluation to ensure a smooth program over time.