POS software for independent jewllers

In the same way that you need the right tools to craft the clearest diamond, the warmest gold and the sharpest ruby, so you need the right tools to grow your business.  You need software that will help you make the most profitable, appropriate business decisions for your circumstances without violating your privacy.  Your software should not make these decisions for you: it should help you make them yourself.

Our specialty software for jewellers is here to help you.

We’ve crafted our software in-house, line by line of code. Just like your jewellery pieces, our software is more than the sum of its parts.   It is feature-rich and fast.  It is endorsed by hundreds of jewellers across Australia.  But what makes it special is the dedication surrounding it: the passion of the team behind it, the culture of Tower Systems.

We are small.  We have been a vertical-market, specialty retail software developer for thirty-four years and we are proud of it.  Being small means being real.  We answer the phone when you call.  We sell you software directly.  We give you our honest opinion.  Our software is steeped in this culture: personal service meeting the needs of independent jewellers like yours.

You know about jewellery.  You don’t need a large software company looking through your business data without your permission.  What you need is to be empowered.  You need a company on the level with you, an Australian business immersed in the challenges of running an independent business.  Tower Systems is that company.

We empower you through our software to sell more and sell better.  We empower you to create cutting edge business intelligence reports from yourdata, when youwant to.  We provide features and functions to help you to perform valuations, manufacture goods, perform stocktakes, sales, catalogues, promotions, customer marketing, to link with a webstore, accounting or payment platform, to customise receipts, send anniversary reminders and more.

If our software could perform better for you, we’ve built a community where you can share your ideas and be part of the development process yourself.  Straight up, openness.  This has led to the development of an industry-leading loyalty facility and business analytics reports based on benchmarks most jewellers do not consider or have access to.

We do not hire sales people.  Our state based account managers are ex-training & support staff. They are experts.  Experts who have worked their way up through the ranks of Tower Systems.  They fielded customer phone calls in the support room.  They installed computer systems in jewellery stores across the country. They earned their detailed knowledge of the jewellery industry in the field, with hard work and experience.  They are the only people who can sell you our software, because product knowledge beats sales technique any day.

When a customer buys a watch from you, they initiate a relationship with you.  When you buy our specialty POS software, you join our family.  We look after you with real support.  Every morning our support team – across offices in Melbourne, Sydney and Brisbane – is ready for your phone calls and emails.  When you call, they pick up the phone.

Tower Systems does not employ robots.  We hire real people with diverse experiences.  We don’t hire smart-arses: we save our jobs for communicators.  Customer support is crucial to empowering your business. You need to know you can rely on your computer system – and if the power goes out or a staff member does something unexpected, you need to be certain we’re here for you.  You need to be sure that the company who developed your POS software has your needs at heart.

We do.  And we’re here to help.

Web strategy helps independent retailers in a marketing group leverage online sales

Tower Systems was the first POS software company in Australia to launch a web strategy for locally owned independent retail businesses that are in a marketing group though which these local businesses can benefit from a national online presence.

Delivering valuable sales to local shops from anywhere in the country, the web strategy has proven to be beneficial to helping retailers who otherwise might not have had access to the customer served.

Today, the Tower POS software web strategy for franchises and small business marketing groups has evolved to be broader, more complete and more valuable.

There are currently nine websites operating under the banner of the tower Systems franchise and marketing group web strategy. Each focusses on a different brand. each works at driving online sales for small business retailers. Each features…

  1. Click and collect.
  2. Buy now pay later. Better than LayBy.
  3. Paypal Express.
  4. Credit card payment.
  5. Bundled offers.
  6. Auto freight management.
  7. POS software Integration.
  8. In-store inventory on hand certainty.
  9. Pre-orders.
  10. National footprint leveraged for local shopping.

What we have done, bringing together indie retail businesses under a national website, is unique in that it maintains accurate stock on hand data at the store level, applies sales based on shopper location, permits purchases from multiple stores in a single transaction and provides each store a local mini-site page for locally focussed transactions.

Internationally, the Tower Systems e-commerce strategy launched more than two years ago was regarded as unique in the world. The advances since launch have maintained the position of the company in this area of working with and for independent small business retailers in franchise and marketing groups for the benefit of each sore and the benefit of the overall group.

What Tower delivers through the platform is a proven and valuable solution, especially for rural and regional businesses where foot traffic can be a challenge. The Tower Systems approach attracts new shoppers who do not need to live near the business. It does this efficiently for each participating business.

Tower Systems is leveraging its experience and knowledge in this area to help others, to grow stronger small retail businesses.

Cloud backup service protect POS software users from cyber attack

Crypto locker attacks, malware attacks, cyber attacks, call them what you want, they are hurting small business retailers. Their impact is serious, expensive and stressful. They are becoming more sophisticated and this increases the harm to small business retailers.

Tower Systems offers its POS software a safe, secure and proven cloud backup service for its small business customers. It offers through this multiple layers of protection, making recovery easier and faster than is often the case with a single layer approach to data backup.

The best way to any business, especially any small business, to be prepared for an attack, beyond firewall and other force-field protection is to have easy and fast access to up to date backup data, of whole of systems backup data.

The Tower Systems cloud backup service is safe, secure, offsite and on site and updated regularly as each day transacts.

Were developed the service in response to the call from ur small business retailer customers who were keen for protection beyond the old approach to backups. They wanted something that was seamless, fast and always on. This is where our service and our installation and monitoring support ensure that the appropriate coverage is in place, protecting small business retailers.

Our cloud backup service for small business retailers has professional redundancy built in. We will not provide details here as to do so could compromise the security. 

There have been instances recently where after a crypto lock attack on a client we have had them up and running, fully restored, within the hour.

This is what professional backup looks like. It is insurance for getting over the attack quickly and professionally. Without a hefty price tag.

The Safe Backup service is a cloud-based incremental backup service to help you store your valuable data more efficiently and with greater security. Using the specialist backup software created by Storagecraft, our service allows you to perform live backups of your entire MAIN computer to your in-store NAS. These backups are then uploaded to the internet so you have a second copy stored securely in the cloud for hassle-free, total backup security with no further need for USB sticks.

We monitor the backups. This is bonus coverage beyond the notifications on your local computer about backup status.

The peace of mind is valuable and appreciated by small business retailers. It frees them to focus on other requirements, other parts of their business.

Cloud back is, in our view, the only safe backup for small business retailers. It is what we recommend. It is what we use ourselves in our own retail businesses.

How the POS software help desk works for small business retailers

Let’s take a look inside the POS software help desk and see what happens on any given day. Let’s look at the Tower Systems POS software help desk, from the perspective of a typical help desk team member. Here are the raw stats:

  1. Calls handled: 26.
  2. Calls resolved on the inbound call: 18.
  3. Calls resolved on call back and follow up: 4.
  4. Calls awaiting customer follow up to ensure problem does not continue: 3.
  5. Call awaiting advice from third party (like a web developer or local hardware tech 1.

This is a typically busy day since in between calls there are case notes to write, advice documents to review and assistance to other help desk team members.

Every call to the Tower Systems POS software help desk is tracked and documented with follow up confirmation and advice provided to each customer for each call. This documentation provides clarity and certainty. It demonstrates transparency between our help desk team and our customers. or us, it is part of good customer service.

We use a professional CRM system to track all customer data and ensure timely and complete feedback. In fact, our follow up email includes a customer feedback opportunity on the help desk team contact.

We run the help desk over several shifts across the 7am and 6am AEST operating hours. After hours coverage is handled separately, outside of the usual daily roster. We ensure team members are given appropriate breaks to protect against stress and burnout.

Calls can come into our POS software help desk by phone, email, text message, Facebook message, Tweet and even good old fax. We take calls from all these channels and we respond to each based on the priority of the query. The priority is usually demonstrated through the type of contact that has been made.

If we can’t get to a call when it comes in it is logged and the call returned as soon as possible. Wait times are managed. We don’t want our customers to wait too long. Urgent calls are bumped up and dealt with immediately because we don’t want any system downtime.

Our help desk process is managed by support professionals who oversee the daily traffic management. They are assisted by the leadership team of the company since customer service sits at the core of what we do here at Tower Systems.

Free small business POS software training: 10 ways to save time and money

Beyond the usual training you see POS software companies offer, here at Tower Systems we offer training deep into the business, looking at ways we can touch the business beyond what is usual or common for a small business POS software company.

Next week, we offer a workshop, 10 ways to save time and money using Retailer, for small business retailers using our software.

This free workshop will cover at least ten ways retail businesses can use our Retailer POS software to to save time in their businesses and reduce costs in their businesses.

This training will be based in years of experience across many retail channels. It will reference channel-specific opportunities as well as broader retail business opportunities.

The small business POS software training will offer action items that can be implemented in businesses without costs.

This free interactive and live workshop from us is another example of how we reach out beyond what is usual for POS software companies in what we do and how we do it. It reflects how we help our customers deep into their businesses, in ways that are measurably and appreciably beneficial.

We are grateful to our customers for their support of our free training workshops. It is their support that encourages us to run these week in week out and to go beyond the POS software and provide valuable broader business management training.

Our evolving POS software training workshop program can be seen online at our website on a publicly accessible page. We add sessions regularly, often showing for a month or two our what is coming top in training opportunities.

To participate in an online meeting all you need access to is a computer with a broadband internet connection and a phone to receive a call so you can hear the audio. Each session runs for approximately 45-60 minutes depending on questions.

Tower Systems expands training session topics based on customer feedback, offering new material tailored to needs that have been pitched to us. We love getting suggestions and working on new training content for our customers. Suggestions can be made through our software help desk team.

Good POS software for small business retailers

A good Point of Sale system pays for itself every day by helping retailers increase customer spend per visit, bring customers back more regularly, reduce the cost of slow or dead stock, reduce mistakes and make better business decisions.

Following a consistent approach to in-store technology within the group enables retailers to leverage more benefits from being part of the group.

Consistent stock files, electronic invoices, easier business-to-business comparison and more targeted business development assistance are just some of the benefits you can expect from a more consistent solution.

But being independent businesses we understand you need a computer system over which you have absolute control and security.

That is what the Tower Systems solution offers – locally run software in your business over which you have control yet.

Tower Systems has a strategy for helping small business retailers.

Tower Systems is an Australian software company that develops, sells and supports software for selected specialty marketplaces including pet and produce businesses.

We only serve independent retail businesses.

Our mission is to help retailers run more successful businesses. Our definition of successis a business that is making money, where the owners and employees enjoy what they do and where suppliers enjoy transacting.

Good software can play an important role in nurturing business success as it sits at the heart of the business: transacting sales, managing stock, tracking customer activity and shining a light on business opportunities.

What makes us different is how we engage. We go beyond what is traditional software company.

  1. We welcome working with suppliers to create data links that save you and them time, data links that improve data accuracy, data links that feed more accurate business reports.
  2. We provide business insightsbased on data cultivated through the software – to business owners who ask. This is a free service.
  3. Our help desk provides contextfor advice. Rather than the turn it off and turn it onadvice, our help desk team members explain the why, why from a business perspective the advice they are providing matters.
  4. Our software updates contain enhancements suggested and voted on by customers. You can have a direct say in the evolution of the software.
  5. Our communication is in plain English.While we are a company of IT geeks, when talking with customers we keep it simple. We know technology scares people. We don’t want it to scare our customers.
  6. We are accessible.You get to talk with real people all the time, including our leadership team.

POS software helps small business retailers cut government compliance costs

The Tower Systems POS software actively helps small business retailers to reduce the time it takes to comply with government requirements.

We do this in a range of ways. We also enhance our engagement with this as government regulations change. By evolving our software offering, we ensure we help businesses leverage time-saving opportunities.

Preparing the BAS, Business Activity Statement, is easier and faster thanks to easy access to accurate data collected and managed by our POS software This is a key time saving. It also helps reduce stress by ensuring the provision of data that is accessible and useful to business owners.

Managing accurate business performance tracking through the profit and loss statement and the balance sheet is facilitated through automatic data flow between the POS software and Xero, MYOB or Quicken. Indeed, the accounting software links we provide in our POS software make it easier for small business retailers to undertake more accounting work in-store, reduce accounting fees and facilitate more accurate accounting records.

So, time saved, mistakes cut, errors voided, accurate data curated and managed – all through there work we do for small business retailers in 0ur POS software – these are real benefits for small business retail.

We see businesses put in our POS software, connect it to xero and cut bookkeeping costs. This can save a business thousands of dollars a year without any additional spend within the business beyond the low cost of POS software and attendant support services.

This is good business that we are proud to deliver for the small business retailers we serve through our smart POS software.

Saving time takes careful thought and planning on the software design end. As retailers ourselves, doing this time saving work in our own retail businesses, we know what is needed first hand. Having a CPA in our office, working with us enables us to be knowledgable for an accounting perspective too. These two things – being a retailer and having in-house accounting capabilities – ensure that we prove a proven and practical solution to our small business retail customers.

This is another bankable Tower Systems advantage for small business retailers.

Why we like Tyro broadband EFTPOS for our POS software customers

We were an early adopter of Tyro broadband EFTPOS many years ago. The relationship remains strong today. Here is why we recommend Tyro broadband EFTPOS to small business retailers who use our POS software:

  1. Speed. Tyro transactions are fast.
  2. Keystrokes cut. Tyro is integrated with our POS software. The details of the sale are fed to Tyro. There is no data entry required.
  3. Mistakes reduced. Every keystroke we eliminate is a possible mistake avoided.
  4. Low merchant fees. Tyro has been the first in Australia to bring to market an approach to merchant fees that is smart and technology driven, that cuts fees from what would expect.
  5. Brilliant support. Fast. Friendly. Genuinely helpful. Real resolution.
  6. Excellent reporting. Know what you need to know, easily.
  7. Innovation. Tyro innovates and as a result of this we participate as appropriate at the small business POS software level.
  8. Partnership. We work closely with Tyro, meeting with key people in their company regularly, engaging with them on strategy and related innovation opportunities.
  9. Help. Tyro is a wonderful help to small business retailers.
  10. Business help. Through a range of services, Tyro helps small business retailers. We have encouraged this and genuinely support it.

Compared to big banks in Australia, we see Tyro as a small, fast moving opportunity for small business retailers, helping them compete and be relevant and helping them provide an over the counter EFTPOS solution that is competitively positioned for small business retailers.

We are a small business focussed POS software company serving in excess of 3,700 small business retailers. We have been doing this for decades, constantly evolving what we do and what we offer, to make sure that what we are doing is relevant and valuable. Tyro fits with what we do, with our focus as a company. This fit matters to us.

We are retailers too. We use Tyro in our retail businesses and have done for many years.

Having said all this, we also support direct POS software access to big bang EFTPOS offerings. We do this because we are committed to ensuring that or customers can access the banking solutions they deem appropriate to their own local businesses. That is, we don’t let our opinions get in  the way of what our customers may prefer for their businesses.

Awesome Produce and Farm Supply business software

Here at Tower Systems we are thrilled to offer awesome software for produce stores and farm supply businesses.

Our specialty produce store software has been designed for Aussie produce and farm supply businesses. It can help you compete with big businesses and online businesses. We’d love to show it to you. We can do this, obligation free, in your shop or through an online demonstration.

Here are the details for our sales team:

  1. QLD/NT: Justin Randall. 0434 365 789. justin@towersystems.com.au;
  2. VIC/SA/WA Tim Batt. 0401 833 917. tim@towersystems.com.au;
  3. NSW/ACT/TAS Nathan Morrison. 0417 568 148. nathan@towersystems.com.au

Tower Systems offers best-practice software for newsagents in Australia

1,700+ newsagents use our newsagency software.
We invite you to use it too.

There is no doubt there is strength in numbers. In a newsagency software sense, strength is represented through:

  1. Our customer base ensures we are here and will be here when you need support.
  2. Up to date. Our customers vote on changes they want to the software. Enhancements are regular. Software value improves over time.
  3. Business help. Beyond the software, we help uncover and reduce theft, as well as advice and support streamlining processes.
  4. We own and operate newsagency businesses ourselves. We walk in your shoes every day and this makes a real difference.
  5. We meet all industry and supplier standards in retail and home delivery.
  6. Personal support. Beyond the software, we will help you in any way we can, to the best of our ability.

Call to find out more:  VIC/SA/WA – Tim Batt 0401 833 917;  NSW/ACT/TAS  – Nathan Morrison 0417 568 148;  QLD /NT– Justin Randall 0434 365 789.

Switching is not expensive. Contact us for details of offers.

  1. The latest Tower Systems newsagency software.
  2. On-site installation and training by a newsagency business expert.
  3. Data conversion, converting as much data as we can access.
  4. Software support for the first three years. Nothing extra to pay.
  5. Software updates for the first three years. Nothing extra to pay.
  6. Unlimited over the phone follow up training for the first three years.
  7. Access to an awesome online knowledge base with articles & advice.
  8. Access to weekly group live online training workshops.
  9. Access to a private Facebook page where you can discuss any topic.

We are well resourced to help you navigate change.

  1. Tower Systems will not leave the newsagency channel.
  2. We will fight for you. Beyond our software, we will help with supplier issues, business strategy and other challenges you confront.
  3. Our software continues to evolve. We release updates regularly. You choose when to load them. Each is thoroughly tested for you.
  4. We own newsagencies. Yes, we walk in your shoes.
  5. No locked-in support fee. Support coverage is optional.
  6. Lower support costs. No mates’ rates for a select few.
  7. Fast support. Most calls are handled when you call.
  8. At any time, you can see how many help desk calls we are working on and how many we have closed that day.
  9. Support escalation. We have an escalation process should you be unhappy with a support call.
  10. Easy management access. The leadership team of Tower Systems is available to you. We take customer service seriously and personally.
  11. Updates when you choose. Updates are not forced on you.
  12. You are listened to. We offer the only transparent, user driven, software enhancement suggestion service.
  13. Free training. Long after you install our software you have access to free personal training to refresh knowledge or cover new facilities.
  14. More integrations. Our direct links to Xero, Magento, Shopify and WooCommerce offer direct link options to help you grow.
  15. Business management insights. We can look at your business performance data and provide a personal analysis of what we see
  16. Owner access. Call Tower owner, Mark Fletcher, on 0418 321 338 or email mark@towersystems.com.au.

Data conversion is included. For the three years you get full support, software updates and access to unlimited one on one training.

Check us out: www.towersystems.com.au

Call to find out more:  VIC/SA/WA – Tim Batt 0401 833 917;  NSW/ACT/TAS  – Nathan Morrison 0417 568 148;  QLD /NT– Justin Randall 0434 365 789.

Awesome Pet Shop Software for independent pet retailers.

Our specialty pet shop software has been designed with and for independent pet stores. That is, local pet shops that sell food, toys, gifts, care products, treatments and anything else pet lovers want to make the life of their loved pets more enjoyable.

The Tower Systems pet shop software is awesome because it helps small business owners enjoy their businesses more and make their businesses more valuable.

It can help you compete with big businesses and online businesses. We’d love to show it to you. We can do this, obligation free, in your shop or through an online demonstration.

Here are the details for our sales team:

  1. QLD/NT: Justin Randall. 0434 365 789. justin@towersystems.com.au;
  2. VIC/SA/WA Tim Batt. 0401 833 917. tim@towersystems.com.au;
  3. NSW/ACT/TAS Nathan Morrison. 0417 568 148. nathan@towersystems.com.au

Awesome Toy Shop software for small business retailers

Our specialty toy shop software has been designed for local family run small business toy shops. It can help you compete with big businesses. It’s smart, easy to use and focussed on helping you run a more successful and enjoyable business.

This software is made for toy shops.

We’d love to show it to you. We can do this, obligation free, in your shop or through an online demonstration.

Here are the details for our sales team:

  1. QLD/NT: Justin Randall. 0434 365 789. justin@towersystems.com.au;
  2. VIC/SA/WA Tim Batt. 0401 833 917. tim@towersystems.com.au;
  3. NSW/ACT/TAS Nathan Morrison. 0417 568 148. nathan@towersystems.com.au

Events facilities enhance the small business POS software experience for retailers

The new events facilities in the Tower Systems POS software expand and enhance the experience for small business retailers.

Using events, retailers using the Tower Systems software can track traditional events connected to shoppers as well as events related to the type of business and type of shopper using the business. Here are some examples of events that can be tracked and leveraged through the software:

  1. Birthdays.
  2. Anniversaries.
  3. Dates items were purchased.
  4. Due dates for services such as bike maintenance, working for pets and more.
  5. Valuation dates for jewellery.
  6. Release dates for licenced products customers love.

The thing is, our events facilities are flexible and powerful, most valuable to retailers in all kinds of situations and for many business circumstances.

We have built a valuable tool here, something retailers can use to grow their businesses.

We had facilities like this in the past. The new events facilities take the opportunity to a new level. Plus we have put it in the software for any type of retailer partnering with us to use. This way, our customers can show us the potential rather than us telling them what to do.

This week we are providing more FREE training for all our POS software customers on events, through a group online live training session we are demonstrating events, explaining how to use it and taking all questions.

This free training, plus our offer of one on one training, plus our wonderful documentation makes the events facilities accessible to any of our customers in any situation. we make it easy for people to access and easy for them to learn.

We think this is what being a good and engaged small business POS software company is all about. We create awesome software, based on customer needs, and back with with training and support on  which our customers can rely and enjoy in their partnership with us.

Tower Systems is grateful to the many small business retailers in our community who provided advice and insights that we leveraged to create the new events facilities in our POS software. Working together like this makes better software for everyone.

Tower Systems launches newsagency sales benchmark study for Q3 2018

This morning we emailed 1,750+ newsagents using our newsagency software inviting participation in the most comprehensive and consistent retail sales benchmark study for their channel. Here is the notice we sent:

Q3 2018 NEWSAGENCY SALES BENCHMARK STUDY.
I invite you to provide data for the Q3 2018 newsagency sales performance benchmark study. The benchmark provides data against which you can compare your business performance. Click here for my last report.

How to participate.
Please run a Monthly Sales Comparison Report for 01/07/2018 – 30/09/2018 compared to 01/07/2017 – 30/09/2017.
Tick the category box. IMPORTANT.
Tick to exclude home delivery and sub agent data.
DO NOT tick the supplier box.
Preview the report on the screen. Save as a PDF and email this to me at mark@towersystems.com.au.
Read the report yourself and see what it shows you about your business.
I will email the results to all participating newsagents and publish the results on the Australian Newsagency Blog as a service for all newsagents.

My work with this channel goes back to 1981 when I wrote newsagency software to manage newspaper home deliveries. That software evolved into Point of Sale software and has been rewritten as software technology has changed.

I own and run three newsagencies. Over the years I have had three others. I am a 50% shareholder in and CEO of newsXpress, the newsagency marketing group.

Tower Systems serves 1,750+ newsagents with best practice newsagency software, We are thrilled to note that our customer base is growing. Overall, Tower Systems serves in excess of 3,500 small business retailers.

Mark Fletcher
M | 0418 321 338

AFL Grand Final cakes were a hit at the POS software co. office

We celebrated AFL Grand Final eve in the office Thursday with pizza, fresh office-made chicken wings, salad,  beers, cocktails and cake. We love this tradition. While our customer base is national and international, the AFL Grand Final captures attention and it’s an opportunity to celebrate.

Oh, and we made sure to not go overboard in ‘celebrating’ as it was business as usual on the help desk, helping our POS software customers.

As for the big game today, we’re not going to call it. We hope everyone has a wonderful day.

What is POS software and why is important in my independent retail business?

POS software, Point of Sale software, is software that turns a computer into a cash register.

But it is much more than that.

Smart POS software for your type of retail business is about much more than being a glorified cash register. The right POS software for your business will help you:

  1. Reduce operating costs.
  2. Sell more.
  3. Bring shoppers back sooner.
  4. Get shoppers spending more in a visit.
  5. Reduce employee theft.
  6. Reduce shopper theft.
  7. Reduce loss from non-performing stock.
  8. Plan better.
  9. Enjoy your business more.

While these may sound like marketing claims, they are real benefits on which you can rely if you choose the right POS software from the right POS software company for your business.

No, we don’t think POS software from Tower Systems is right for every business.

Just a customers assess us and our software to determine if our software and we are right for them, we do the same when considering customers. We want the choice to be right too, we want to do business with customers and businesses that are a good fit.

We take this approach knowing that a good fit works for both parties. We see selling our software as a mutually respectful relationship, one that has to benefit both sides. This is why we take care in partnering with new customers.

If someone does want a glorified cash register for a simple business operation, we will suggest they look elsewhere as there are cheaper simpler systems that serve that need. Our focus is outside of this. Our focus is on retail channel specific POS software that serves very specific needs in retail niches.

This is why we say we are a vertical market POS software company. We deep-dive into the needs of each retail channel in which we serve, working with retailers, suppliers and others to deliver solutions unique to the needs of the retailers in each channel, to be specialist. This is where we can make a real difference beyond basic POS software.

Being specialist matters to independent retailers in their local communities as well as to our own POS software company as we serve specialty retailers with specialty POS software for each of these retail channels.

Tower Systems participates in newsagency channel strategic planning conference

Tower Systems is the only newsagency software company to participate in the recent ALNA (industry association) hosted newsagency business strategic planning conference.

Meeting with the top newsagency channel industry leaders, our leadership team participated in the conference and associated workshop to help develop strategies for the future of newsagency businesses in Australia.

The conference and workshop were engaging, intense and extremely valuable. We are grateful for the opportunity to represent our newsagency customer community and to work on their behalf.

Here is part of the note from ALNA outlining the plans for the day…

We believe that considering the future of customer behavior, disruption and opportunities for our retailer’s is part of our industry leadership role at ALNA. We would like to invite you to join us to learn about some insights and what we are working on for the industry, and to participate in discussion to help us to provide a focused vision for our future.

ALNA’s aim is to represent the interests of our members with innovative solutions to government, regulatory authorities, industry partners and stakeholders. Our culture of actively exploring and implementing new strategies and professional services to support continuous improvement, growth, and the success of our members and the industry, will help ensure that we remain our members and stakeholders preferred choice for professional advice, support, and educational programs into the future. It forms our core vision of being collectively invested in success.

While we will not share here details from the event, it is fair to say it was an important event focussed on the future of the channel, delivering leadership opportunities to those there based on the data insights confidentially shared and the discussions that flowed from these data insights.

Being in the room positions Tower Systems to provide more help and support to small business newsagents as they navigate challenges and change and as they embrace growth opportunities in some segments of their businesses.

New friendships were made and new opportunities explored as we worked through initiatives designed to make newsagency businesses more relevant.

Our advice to newsagency suppliers who were invited but declined is that next time they should say yes and participate. This is what being a good citizen in a small business channel is all about for a supplier.

Customer service matters when choosing small business POS software

Customer service is a critical factor when choosing POS software for amy independent or small retail business.

That sounds like a motherhood statement so we can understand if you say Duh!

We agree 100%.  Our focus is on delivering the level of customer service we would expect ourselves. To us, it needs to be personal, professional, human, knowledgable, engaged and relevant.

These are the principles of the POS software customer service here at Tower Systems. This is what we train our help desk and other teams in when we meet to work on what we do and how we do it. We see these pri cripples as being differentiating for us.

In a practical sense, our customers see how we operate through:

  1. A human based phone system. there is no automated phone system requiring you to press a bunch of buttons.
  2. An unmoderated and transparent Facebook page where customers can open discussions with us or other customers on any topic.
  3. Regular face to face regional use meetings where we meet with our customers to listen, learn and train.
  4. Unlimited free training long after the POS software is installed.
  5. Easy 24/7 access to an awesome knowledge base where our customers can learn and provide feedback ion the knowledge shared.
  6. An escalation process. We make mistakes inn our help desk processes. We’re human. We offer a structured process for responding to these, to address them and provide rectification. We seek to learn from mistakes, and not repeat them.
  7. Leadership team access. Contacting anyone from the leadership group within Tower Systems is easy. Our customers have our contact numbers and email addresses. We make sure we are accessible.
  8. Knowing us. When you are in contact with someone at Tower Systems you know their name, their real name. You know the person and can be sure they are the person who will follow up.

When you are looking at POS software companies, see if they are similar. We think these eight, and other, personal touch points that we offer here at Tower Systems are differentiating and empowering for our small business retail customers. We think what we do in providing personal and reliable service to our customers matters as much as the awesome POS software itself.

How small business retailers guide POS software development

Here at Tower Systems for years now we have offered small business retailers a transparent process through which they can suggest POS software enhancements and vote on these and other suggestions.

Our Software Ideas website page was launched to ur customers years ago to provide them power when it comes to change requests. They get to outline what they want, in their own words.

We review each suggestion to determine if it is technically possible.

Then, any of our customers gets to vote on each change suggestion.

From this list we select enhancements to include in software u0dates. Every update delivers enhancements customers want from the simple to the complex. These enhancements are provided to our customers for no additional charge beyond the optional annual software support fee.

The software enhances et suggestion process we have created was unique many years ago when we launched it and it remains unique today in the small business POS software community. While other POS software companies take on customer suggestions, they usually do not show customers all the suggestions in detail and allow them to vote on any suggestions.

Our software is stronger for having this process, we are a better company for it.

Customers are thrilled to see enhancements they have suggested delivered in the software. We are thrilled for our customers, to be able to deliver for them in this way, to provide them something close to a bespoke POS software experience.

It is very powerful delivering services like this, impactful and empowering as we give our customers the opportunity to set the agenda and the tools through which they can do this, It is awesome and we are proud to have maintained the service for so long.

We are especially excited when a customer makes a suggestion for a change, requesting something be added to the software … which is already there. Its a special moment to say there it is, already, today. What you want to to do for you is there. It demonstrates to us a training and coaching opportunity, which we dive into without cost to our customers.

Our Software Ideas facility remains groundbreaking in POS software circles. It is a differentiating platform for our customers.

Why you can’t trust POS software Google reviews

Google reviews can hide the truth of POS software support as people can write them for malicious reasons. Take this Google review by Ashley tester posted to our Google page:

I have been using Tower Systems “Retailer” POS system for about 2 years now and if i was able to go back in time i would never had bought it. The system offers plenty of potential but is incredibly buggy with quite a bit of stuff missing from the program. I have had multiple things go wrong with the program and the customer service attitude with it is “we’re working on it” with no communication on progress of fixing the issues. As we speak i am still waiting on a bug fix that currently has my website looking quite messy as product that has been sold from my POS in store is not displaying correctly on my E commerce website. This issue was brought to their attention a week ago, i phoned again 2 days ago and have still heard nothing. I was originally told it was a day to fix the issue. Many more examples like this have happened over the past two years. I would STRONGLY recommend not buying this product. There are better options out there but i am too invested in the software, not only with the initial 11k outlay but the hundreds of hours of data entry that i have done now.

Here is the response from our Managing Director, Mark Fletcher.

My name is Mark Fletcher, I am the owner of Tower Systems. My mobile number is 0418 321 338. My email is mark@towersystems.com.au. What sucks about Google reviews is there is no vetting and no right of reply to a specific review. The review by Ashley Tester is false and misleading. Ashley had an issue with our software that was resolved the day it was reported to the help desk. 100% resolved. However, that is not my core point here. At Tower we have a structured documented and promoted escalation process, because people do sometimes make mistakes. At no time did Ashley tester use our escalation process. Ashley Tester complained here without our knowledge, in an effort to harm our business, and based on false and misleading information. Many people work at our POS software company. They rely on the company for income and professional development. As the owner, I will not abide an unwarranted attack that, by extension, seeks to attack those we serve.

As mark is connected with the page, Google would not publish the response.

Everything published in the Tower response is verifiable by our CRM data records. The claim made by Ashley tester is false and misleading, as he would have known at the time of publishing.

There is another review at the page by a Ryan Farrow:

Overcharge for their product and services, owners are aggressive and unhelpful, and will charge for every single feature that comes standard with most products. System is often down for extended periods with most features essentially in Beta and not working as intended. Staff are uneducated in their own product and charge a premium for lacklustre support.

Ryan is not a customer of Tower Systems and never has been. Ryan is a web developer. he developed a website for a Tower client. Rather than follow our published advice for connecting the website to our POS software, Ryan demanded it be done how he wanted.

As with any engineering where you build a bridge to connect two sides of a river, there are professional processes to follow to ensure the bridge meets in the middle. Ryan did not see it this way.

We can’t change the reviews. What we can do is point to our current 3,500+ customers, our years in business and our transparent engagement. We established a private Facebook page for our customers where they can ask anything any time, where they can provide feedback and do so without moderation by us. This level of customer driven transparency reflects on our commitment. neither Ryan nor Ashley Tester used this customer forum. Instead, they sought to hurt us publicly.