• Services
    We offer a team of ‘own staff’ nationwide engineer services, 24 hours a day, seven days a week, 365 days a year. When it comes to service and support, you are in safe hands with the Herbert team.
  1. Site Survey

    We pride ourselves in ensuring that the most suitable equipment is deployed for your individual application. Our team of site survey specialists are highly skilled, and will carry out the necessary site survey work to ensure seamless product integration and deployment.

    We will ensure that:

    • You are looking at the best solution(s) from our best-in-class portfolio, for your exact needs
    • Your site is suitable and explain what options are required to ensure suitability
    • A suitable deployment strategy can be developed, meeting your project timeframe

    When it comes to site surveys, Herbert offers over 250 years of experience in the crucial operational areas of businesses such as yours. We will assess each and every aspect, in relation to our products, so as to move towards the development of a suitable implementation strategy that meets your exacting requirements.

    As one of our customers has said:

    I would like to thank Herbert’s for a great piece of work and probably the smoothest project I have been involved in…

    John Graham, Service Analyst – Tesco

  2. Installation & Rollouts

    Our experience covers UK-wide roll-outs of various equipment including Chip & Pin devices and overhead queue-counting cameras among others. All Roll-Out projects are managed by dedicated project management resource.

    Herbert have remained first choice from working with Tier 1 retailers such as Tesco, Sainsbury’s, M&S and Morrisons in all areas of store operations including fresh counters, front end checkouts, mobile computing, people counting, grocery, back office and distribution.

    Recent customers include Greggs the Bakers, Jessops, Boots the Chemist, Lookers and a major 2012 sporting event in London.

    Other sectors include Healthcare where we have provided rollouts to a number of NHS Trusts and Private Hospitals across the UK.

  3. Transition to Implementation

    Herbert have a wealth of experience in implementing our solutions and in managing transition from incumbent suppliers to ourselves.

    Using our PRINCE2-qualified project management resource we are able to draw up an Implementation Plan with yourselves to suit your timescales and way of working.

  4. Configuration & Staging

    At Herbert we have an experienced staging and configuration area where we are able to provide a ‘Gold Build’ for a variety of mobile devices. This can include loading standard profiles, installing security and encryption standards and registering SIM cards on a customer’s domain.

    All standard software can be installed along with any Registry changes. This would generally be a completely automated process based on information held on our core system.

    As part of our Gold Build service Herbert would also complete any agreed post-build tests prior to despatch.

  5. Servicing

    Our UK-wide break-fix engineering team is able to work to a variety of service levels to support the way you work, and keep your assets up and running.

    We carry more than 250 line items in our vans so you can be assured of a first-time fix.

    Our highly qualified engineers work to the highest technical and Health & Safety standards, and as an organisation we hold SAFEcontractor accreditation. Our engineers are AirSide security cleared, UK PIA approved to work in Petrol Filling Stations with combustible liquids and CRB checked.

  6. Swap Out & Repair

    Where this is practicable and suits the customer’s need, we would arrange for either an engineer visit or a technical courier to complete this service.

    We have 6 dedicated bench repair technicians, supporting 100+ engineers with repairs to electronic PCB and Mechanical machinery used in stores.

    Our repair department sees a throughput of approx. 720 repairs per month.  Average time to repair is 1.5hrs.

  7. Call Desk

    Our call desk facilities are available 24/7/365.

    We align our call desk processes to work alongside customer call desks (where applicable) to ensure that our response time is within the agreed service levels.

    When a call is logged on our system this is automatically allocated to an appropriate engineer who will confirm when they can attend. This ETA is displayed in our system and we are able to pass this information to the customer in a number of ways.

    Details of all service calls logged are maintained on our systems and are used to create the basis for our reporting. Interrogation on any of these criteria is possible to give accurate real time performance statistics.

    We practice Continuous Improvement to drive call reduction via Pareto Fault Analysis, improving our customer’s processes and remote Phone Fixing to reduce customer’s costs and down-time.