Local vs. Remote Customer Support for Your POS System


Which Point of Sale (POS) Solution Provider Should You Choose? Ask the Milkman.

What happened to the milkman? Technology happened. The advent of refrigerators cut home deliveries in half. Improved packaging and longer shelf life further reduced deliveries. Higher cost for delivery versus store bought became just too much. Could he have ever envisioned that one day Amazon drones would deliver parcels in just 30 minutes from time of purchase? Service levels across every business segment are being transformed. Now it’s business 24X7 at Web-Speed. What does this mean to your local Point of Sale (POS) vendor?

The gap of customer benefits between a local POS vendor and a remote vendor has been thrown into reverse over the last 5 years. Mobile phones and tablets are accelerating new standards for product acquisition, service, and delivery.

Case in Point – 2013 Cyber Monday sales rose 16% over 2012. In contrast, sales in brick and mortar stores for the four days after Thanksgiving saw their foot traffic shrink by 4%.

The Local Customer Support POS Vendor

Consider their costs of office space, service trucks, insurance, spare parts, and so on. As a business owner, you know the expense burdens well.

“But, remote vendors have the same overhead, don’t they?”

Today’s Remote Customer Support POS Vendor

Economies of scale are at work through utilization of specialists in each segment of the customer’s service.

Implementation is a collaboration of store personnel and remote technicians. Employees connect color coded cables to pre-staged computer equipment. Once connected to the Internet a remote technician dials into the system and performs a system check.

Training is a profit center. If the system’s menu programmers had done their job well, the onsite trainer is often found standing in the corner with their arms folded all day as a way to endear confidence in the merchant that the vendor could get the job done right and have a smooth go-live. Today, employee training is achieved through the Web with a live product professional. Trainer capacity increases from one business location to multiple locations per day with no travel time. Pay for your trainer’s time by the hour, not by the day, not by the mile.

Service patterns are significantly different today. Customers no longer pay for the POS service truck even when not in use. The customer receives everything they need through use of the Internet. New parts and replacement units arrive the next business day via UPS. And onsite technicians are available nationally from pools of independent hardware technicians. 

Remote Point of Sale Vendor Benefits

Speed – Using Web tools, technicians instantly access your POS system to diagnose and remedy a wide range of issues. Field serviceable computer terminals are designed for fast repair; loosen two thumb screws, slide the bad component out, slide the new component in, tighten down two thumb screws.

Dependability – 24x7x365 help desk, next business day parts and technicians. Collectively, it’s rapid, competent, and cost effective.

Cost – Leveraging service providers through the Internet significantly increases the number of customers a remote POS vendor can service effectively with much lower overhead. The savings are passed along to the customer.

The Man in the MiddleLocal POS vendors are often independent resellers of multiple software and hardware products. They rely on their manufacturers for system training certifications and technical support. They’re another layer in the supply chain adding as much as 40% more cost to your solution in just the first year. After all, they’re in business to make a profit. Can the reseller match the product expertise of the manufacturer’s own personnel? Can they beat factory pricing? Can they do it year over year? Ask the milkman.

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