Service and support
De La Rue's products and solutions often form a vital part of the customers' supply chain to their customers. Customer service solutions are important to ensure that customers optimise the value of their equipment, thereby maximising the benefit of the De La Rue solution.
Our world-wide customer service organisation provides a consistent level of high quality service and support to our customers through our direct service operations and indirect service partners. We have developed a comprehensive range of services to maximise the value of your De La Rue product throughout its life-cycle.
Call management and help desk
De La Rue's customer service centres are your first point of contact to receive professional and reliable call management and help desk services. We endeavour to answer your call, engage specialist support from our technical support teams to remotely assist and gather further details of your problem, and where necessary, schedule a field technician who can address and fix your problem on a first attempt.
De La Rue has call centres in over 20 countries worldwide, offering local support with flexible operating hours throughout the year to meet your needs. We are also able to offer our global and international customers round-the-clock support packages using our worldwide technical infrastructure.
Our trained professionals are focused on minimising the inconvenience and cost of downtime caused by system unavailability. We can support you via telephone, internet or conventional communication methods.
Depot repair
Depot repair services play a vital role in the efficient management of equipment throughout its useful life. By providing a range of services from component level repair through to a complete unit repair, our repair activities ensure that your investment is optimised, and that the maximum value is derived by your business.
De La Rue's experience of managing and delivering high-quality service to our customers means that we can offer you a consistently high level of flexible depot repair services on both our own and third party manufacturers' systems.
With dedicated repair facilities around the world, De La Rue can support end user customers, distribution partners and complementary equipment manufacturers.
Installation management
Installation management encompasses the full range of activities which will ensure that your investment in a cash handling system is translated into maximum benefit as soon as you start to operate it.
The key elements of successful installation management revolve around site preparation prior to installation, checking that the system is correctly configured and ready for deployment, and training the system operators to guarantee the efficient and safe use of the system to specification.
Installation management brings all of these elements together to safeguard a successful system implementation involving your employees. De La Rue's highly trained experts will be involved in the project, whether it is a one-off or large installation, we have the expertise to address your requirements.
Maintenance services
De La Rue's maintenance services are delivered by our direct service operations in over 20 countries. In addition, the benefits of our professional network of accredited service partners ensure the maximum availability and efficiency of your system to fulfil your business objectives.
We understand the commercial, operational and financial consequences to your business if these systems are unavailable or operating at their below target efficiency.
We offer fast, effective and reliable on-site maintenance services through our global network of highly trained field-based personnel, leveraging the capabilities of our customer service centres and call management system.
Our capable field resources perform both preventative and corrective maintenance on a range of De La Rue systems as well as over 200 manufacturing systems by third parties.
Removal and disposal
At the final stage of a product's life-cycle, De La Rue offers planned and managed removal and disposal services on a one-off or managed programme basis.
Our planned and professionally managed removal and disposal service reduces the financial risk of security issues and guarantee sustained operational integrity while ensuring that environmental regulations are adhered to.
The efficient and safe removal of a system also prepares the way for the successful replacement of a new product
Spares and consumables
De La Rue's global infrastructure enables us to provide efficient and effective spares and logistic management services. We can provide secure physical storage and dispatch of products, spares and consumables to and from either De La Rue, customer or 3rd party owned location(s).
The value to your organisation is in the management of these activities by a single trusted partner, enabling full track-and-trace capability throughout the supply chain and providing you with visibility through management reporting structures and processes. The supply of approved spare parts and consumables to sustain the ongoing efficient operation of your system to its published specifications is also critical. De La Rue provides spares and consumables support for all currently supported products.
Our management systems allow us to control stock of on your behalf. These processes enable you to draw on our materials planning expertise that ensures optimal availability of products, spares and consumables.
Training and technical support
Technical training and support is a flexible set of services which can be provided to end user customers, OEM partners and distribution partners to establish and maintain high levels of technical competence. Technical training courses can be delivered either from training centres around the world, or at customer locations. Technical training is available in the form of standard or bespoke courses tailored to your requirements in a variety of languages.
Technical support can be delivered on all De La Rue and third party systems through a variety of delivery mechanisms including telephone, e-mail and other conventional communication methods. We will be able to provide advice on the problem resolution and sharing of best practice knowledge.