Support Centre – (866) 629-2990
At the core of our services infrastructure is a state-of-the-art, 24 x 7 Live Agent Support Centre staffed by a dedicated, knowledgeable and skilled team of customer support specialists with a combined 50 years plus of Point of Sale Software and Hospitality Industry experience allowing us to boast a 95% First Call Resolution rate for software support.
One of the things that sets us apart is our practice of rotating all our customer support specialists through multiple roles within the services group to ensure they are exposed to all aspects of the support cycle, from menu programming through to deployment to field service. This combined with extensive hospitality industry experience makes for specialists that are uniquely qualified to comprehend the needs of our customers and react quickly to any situation, from a printer out of paper to a complete system failure.
The Support Centre team is backed by a fully integrated set of business automation and intelligence tools that provide the framework to support our philosophy of complete visibility and accountability in the support cycle. Call Center Viewing software, integrated into the phone system, monitors the system and informs the supervisor when a problem has occurred, or is about to occur. With this level of technology, management by exception is fully integrated, using both visual and audible alarms, and allows us to customize for our standards of optimal performance. Management by exception means that agents and supervisors are alerted to problems if and when performance fails to meet predetermined optimal standards. We are proud to maintain an unprecedented (in our industry) call answer time of less than 1 minute and a call resolution time less than 4 minutes!
In addition to the sophisticated call management tools, we employ a premier business automation solution to manage all aspects of services management. The service ticketing component of this solution enables us to extend our philosophy of complete visibility to the end user by providing immediate email notifications for every service ticket opened or closed with details of work performed giving our customers the ability to respond quickly with any concerns or comments about the service they received. The services management team is fully integrated into this communication, thereby allowing us to keep a finger on the pulse of customer service satisfaction levels and be proactive in solving problems. An extension to the service ticket notification system is our Customer Service Web Portal that provides real-time, anywhere access to: Open Service Tickets, Service Ticket and Billing History, Ability to request Service On-Line and view Service Detail Reports. The Web Portal also allows consolidated reporting for multiple customers for master account holders (such as: Corporate Offices, Dealers, Sub-Contractors, etc.) The portal requires registration and is available at no extra cost to all our customers currently under a maintenance agreement.
The support center is available 24 hours a day, 7 Days a week to all our customers. Charges may apply based on the maintenance agreement status of the customer. We offer 3 types of support maintenance agreements – Full Hardware / Software, Software Only, Time and Materials. Details of the different coverage levels for the respective agreements are available in the DOWNLOADS section of the site.