We are thrilled to have been successful in expanding our help desk team with another hire for a new position. This is the second in a few months. We will share details with our customers in our weekly email once training is completed and the new team ember is taking calls.
Calling a help desk, any help desk can be confronting and challenging for anyone. It can be even more so for small business retailers who may not be experienced computer users. To help our 3,500+ small business retail customers using our POS software to get the most from our help desk, we developed and published this practical advice. We shared this with them as part of our regular weekly customer service communication:
Calling any help desk can be intimidating. To help ensure you get the best possible experience, here is our advice on how to prepare for and make a call to our POS software help desk. This advice should work for jus about any help desk.
We are it here to show what we now understand to be another example of the Tower Systems difference, the Tower AdvantageTM.
Here is our POS software help desk advice:
BEFORE THE CALL
Know for certain what your query is about. Know the error message, what you were doing before it and whether anything different was done this time compared to last time you did this and it worked.
Being clear in describing a problem or stating a question is the most important step in getting the response you want.
Check to ensure you don’t have the answer already or cannot access the answer through the knowledge base.
MAKING THE CALL
Be ready with your business name (and account number if appropriate.
Explain the problem or ask your question.
Stay on point, be calm and focus on your query.
Follow the advice provided. Do not type ahead or act without the full advice. This can see you make mistakes without the full picture.
If you are not sure about what you have been told ask for the advice to be repeated.
If written advice, an advice sheet or a knowledge base article, is offered, take that as it will provide step by step advice that is peer-reviewed rather than one person’s opinion on what to do.
If we cannot answer the call right away, please tell our receptionist who answers the call how urgent it is – we will get back to you according to the urgency you allocate.
Please don’t serve customers, stay focused on the call.
If, for any reason, you are unhappy with the call, escalate the matter out of the help desk. Tower Systems has an escalation process to serve your needs. This is detailed in our weekly email.
We are thrilled to again be first with a major supplier to many of our customers, delivering to them excellent time savings, enabling them to compete more effectively. This is important as retailers that share a retail channel are competitors with each other – any advantage has to be exploited.
Today’s announcement is the result of hard work by plenty in our team.
We have enhanced our video training facilities and resources in advance of the next steps we will take in developing additional video resources for our small business POS software customers and other parts of our business.
Using our purpose created in-house studio, professional camera and sound equipment and, Dean, our in-house producer / director we are all set for some exciting developments in the video space this year and beyond. This is a new chapter for us in creating additional video content.
We already has more than two hundred videos in our easily accessed online library for customer use. This is an extraordinary and differentiating resource for our customers.
The training videos are embedded in our knowledge base and other online platforms accessible to our customers.
It also shows prospective customers the Tower difference at a practical an easily accessible level.
Our video library is something we enjoy showing to sales prospects we it gives them something to compare with from any possible competitor.
Thank you for taking my call on a Saturday. I know it was not urgent but you have relieved my stress.
This email from a Tower systems POS software customer this morning is a thrill. They were stressed about information in a report and wanted to understand the context. We provided this and put their mind at rest. Indeed, the discussion has helped them see a new opportunity for their business.
We love feedback like this.
Tower Systems offers help, advice and assistance beyond traditional POS software support and has done for many years.
Our small business retail management advice is fresh and developed from our own hands-on retail experiences and from suggestions from our helpful customers. Each article of advice is jargon-free and accompanied by how-to steps and practice advice any retailer in any situation can read and use.
Here are topics we have published advice for our customers on in recent months.
This is a small sample of the advice from us and available to our POS software customers through our searchable and accessible from anywhere Knowledge Base.
Here is the latest round of free POS software training Tower Systems is proud to offer its customers.
Each one of these sessions is free to access, live and genuinely interactive.
We publish the list here as proof of us living up to our word of offering free on-going training.
Our customers can book any time online through our live training portal – another self-serve facility offered by Tower Systems to its customers.
For a full list of free live POS software training, check out our website. From there you can book, see the topics, see the detail of what will be covered and add the event to your online calendar. Smart software training bookings, another Tower AdvantageTM.
We were asked recently to explain our mission in a way small business retailers not familiar with technology will understand.
Tower Systems is an Australian POS software company that develops, sells and supports software for selected specialty marketplaces.
We only serve independent retail businesses.
Our mission is to help retailers run more successful businesses. Our definition of success is 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.
This is what we stand for.
You are an independent Jeweller.
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 your data, when you want 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.
Retailers using our POS software can book for any other twenty face to face user meetings in the current series by using our online facility. There, we show all addresses and times and parking details. We demonstrate ease of doing business, transparency and certainty – all important things to small business retailers. With all bookings, loading to your calendar is fast and easy.
Take our Gold Coast meeting Tuesday next week. We have twenty-four businesses booked to participate. Here are the publicly accessible details:
Join us to learn how you can drive more value from the Tower Systems POS software. We will share business management, strategic planning and operational insights that will be sure to help you make more money in your business as a result.
These sessions are 100% free. Tower System provides the room, catering and access to senior management from our company.
The sessions provide an excellent business owner networking opportunity as well as an opportunity to speak with us. Indeed, a key reason for running these sessions is to get your feedback.
At the sessions we will launch a brand new cloud based product that leverages the data retailers collect in every transaction through our Retailer POS software.
Anyone can announce user meetings. It is another thing entirely to list the actual dress details and go through with it.
We think you can assess a software company by its frequency of user meetings, transparency of details and ease of booking.
The same is true for our weekly free online workshops. Our customers can book online anytime they choose.
We hope all our customers using our small business POS software had a good Easter break whether they were open or closed all through.
Our help desk is minutes away from reopening after four days off. While our after hours team were up and running all through Easter, there is nothing like the office based service that has access to even more resources with which to help retailers.
Our full suite of services is available this week including support, access to software updates, free training and other business management help beyond our POS software itself.
While our main offices will be closed over the Easter break, our after hours and emergency numbers will be accessible to our customers to ensure support for any time-sensitive issues encountered through the period.
We take the provision of support through extended public holiday periods seriously and have ensured all of our customers have contact details for after hours coverage. We have mailed and emailed details.
To all our customers – we hope you have good trading the Easter days you are open. We are here if you need us.
Through the Easter break we will publish our customer weekly comms as usual and maintain easy access to our knowledge base and other online resources.
Retailers using our small business POS software are voting on changes to the software. We launched this initiative, Software Ideas, years ago and remain as committed today as we were at launch. We appreciate the active engagement of our customers in suggesting enhancements and those in voting for enhancements.
Software Idease is unique, transparent and engaging for our customers. Every idea is responded to in a transparent way. We are thrilled to be able to do this for our customers and are grateful for the opportunity for this dialogue. The result is better, user driven, software.
This engagement focuses our attention.
It is hard work to create and manage a public facing portal for customer change suggestion. That we are still doing this years on and that it is appreciated by so many of our customers is a delight.
This is another example of Tower Systems living up to its promises. We appreciate the point of difference we are able to demonstrate.
We are thrilled with the reactions we are receiving to our national tour of capital cities and major regional centres where we are hosting our POS software user meetings.
Retailers are loving their direct access to senior management within the company from the owner to our COO to our Software Development Manager to our State Managers.
This direct contact is uncommon between retailers and their POS software company. We are grateful to be in a position to provide this point of difference experience.
From being able to access additional training through to having how to questions answered to discussing a suggested enhancement to talking about business process improvements through using the software, we are using these sessions to focus 100% on the experience of our customers.
The appreciation we are receiving in return is inspiring. It encourages to do this more often.
The overarching mood of the meetings is optimistic – retailers being optimistic about retail, their own situation and their relationship with us.
We are loving it.
We won another customer earlier this month when they visited our office to compare for themselves who we are and what we do. They had been told plenty by others. They soon saw that our support was local, our help desk team genuinely engaged, our developers working on practical retail solutions and our management team keen to help beyond the POS software itself.
They also saw the facilities we use for our weekly live online training workshops, our professional studio where we shoot our training videos and other state of the art resources we have in order to better serve our small business retail customers.
We are thrilled to welcome any small business retailers considering using or already using our software to our office to look first-hand behind the scenes at Tower Systems.
Here are more free training opportunities for small business retailers using the Tower Systems POS software. Each of these sessions is live, interactive, accessible online from anywhere in the world and, free.
Tower Systems runs these POS software training workshops weekly, sometimes two or three times weekly – all in service of our customers. We provide this free training to any of our customers at absolutely no cost to them.
In addition to the structured training, there is time in each session for questions. This can lead to some terrific online user networking.
We have been running these workshops for years. This is our actions being true to our words. It is one thing to announce training and another entirely to deliver on the training week in and week out.
All times noted are Australian easter Summer Time.
Retailers in Adelaide loved the POS software breakfast user meeting we hosted this morning. In addition to structured training, we engaged in an open ended Q&A session that was more about business management than a tech software discussion.
Customers participating love that they can guide the topics we explore interactively and co-operarively at these user meeting sessions. They are in control.
Our Adelaide session today rounded out a week of similar sessions in Launceston, Hobart, Melbourne and Brisbane. All free for any retailer using our software.
We have more sessions next week in Sydney, Canberra and Perth. After that we will be doing Geelong, Newcastle and central Victoria.
Wow! We had a terrific meeting with Brisbane area customers using our POS software today. There were plenty of questions that drove some terrific business discussions. The networking between small business retailers is certainly a valuable part of these sessions.
Free for all our customers, these sessions are wonderfully educational for customers and for us. Out of today we have picked up some terrific ideas for further enhancing the software.
Tower Systems is proud to be connecting with customers in this way. We are grateful to our customers for their support.
Today’s Brisbane sessions one of several for Queensland users this round as well as a range of online sessions for those in remote locations.
Tower Systems makes it easy for small business retailers to contact us. Whether a sales prospect or a client, we provide easy access through our website and marketing collateral, consistent contact points people can trust. Our customers are provided a contact card as well as a wall poster. Here is that information:
HOW TO CONTACT TOWER SYSTEMS.
Tower Systems is not your average POS software company. One way we demonstrated this recently is when we announced capital city user meetings a couple of weeks ago. Included in the free sessions will be retail management advice. These are not sales events – rather the goal is to help small business retailers leverage their IT investment for even better outcomes. The start time is 8am so as to not interrupt too much of the day.
Any POS software company can host user meetings and help facilitate face to face contact between POS software users, developers and senior management. Sadly, few do.
Our leadership team will be at all sessions and would welcome an opportunity to catch up with anyone on any topic.
FYI here are the details:
Launceston User Meeting
Date: 07/03/2016 Time: 8:00am
Venue: Quality Hotel Colonial Launceston
Address: 31 Elizabeth St Launceston TAS 7250
Breakfast: Coffee, Tea and Egg & Bacon Muffins on arrival
Parking: Limited Free onsite parking
Hobart User Meeting
Date: 08/03/2016 Time: 8:00am
Venue: Hotel Grand Chancellor
Address: 1 Davey St Hobart Hobart TAS 7000
Breakfast: Tea, Coffee and Swiss cheese and ham croissants on arrival
Parking: Onsite Parking available charges may apply, let the parking assistant know you are attending a meeting. Marketplace Car Park is open 24 hours and there is metered parking within close proximity to the hotel.
Melbourne User Meeting
Date: 09/03/2016 Time: 8:00am – 11:00am
Venue: Hawthorn Art Centre, Mayor’s Room
Address: 360 Burwood Rd Hawthorn VIC 3122
Breakfast: Tea, Coffee and mini tomato and cheese croissants on arrival
Parking: Free onsite parking – enter via Kent Street
Brisbane User Meeting
Date: 10/03/2016 Time: 8:00am – 11:00am
Venue: Quality Inn Airport Heritage
Address: 620 Kingsford Smith Drive Hamilton QLD
Breakfast: Tea, Coffee, selection of biscuits, slices, cakes and muffins on arrival
Parking: Limited free onsite parking and free street parking
Adelaide User Meeting
Date: 11/03/2016 Time: 8:00am – 11:00am
Venue: Rydges South Park
Address: 1 South Terrace Adelaide SA 5000
Breakfast: Tea, Coffee, egg and bacon muffin as well as fresh fruit served on arrival
Parking: Limited Free onsite parking as well as 2 to 3 hour free street parking
Sydney User Meeting
Date: 15/03/2016 Time: 8:00am – 11:00am
Venue: Novotel Sydney Olympic Park
Address: Olympic boulevard Sydney Olympic Park NSW 212
Breakfast: Tea, Coffee and ham and cheese croissants on arrival
Parking: Hotel car park fees apply: All day rate $25.00, or $13.00 for 1 hour, every additional hour charged at $5.00. Additional parking is available in P3, accessible from Sarah Durack Ave or P8 accessible from Herb Elliot Ave at a rate of $5.00 per hour
Canberra User Meeting
Date: 16/03/2016 Time: 8:00am – 11:00am
Venue: Mercure Canberra
Address: Cnr Ainsille & Limestone Ave Braddon ACT 2612
Breakfast: Tea, Coffee and a chefs selection of breakfast items on arrival
Parking: Free onsite parking at the front and back of hotel
Perth User Meeting
Date: 17/03/2016 Time: 8:00am – 11:00am
Venue: Assured Ascot Quays Apartment Hotel, Marina Room
Address: 150 Great Eastern Highway Ascot WA 6104
Breakfast: Tea, Coffee, whole fruits and warm muffins served on arrival
Parking: Free onsite parking available
Gold Coast User Meeting
Time: 8:00am – 11:00am
Venue: Mantra Twin Towns
Address: Wharf Street Tweed Heads NSW
Breakfast: Coffee, Tea, Mini ham and cheese croissants and mini Danish on arrival
Parking: Free Parking available across the road from the conference centre at Mantra Twin Towns, there is a walk away connecting the hotel to the conference centre as well as a lift
Outside of inventory cost, labour is the #1 or #2 cost of business. Retailers using our smart POS software have access to a range of facilities through which to cut and manage labour costs. These facilities include:
These and other management tools in the software make it easier for retailers to make strategic decisions on employee management with a view to ensuring the most efficient use of this high cost labour investment in the business.
This is good POS software helping retailers run more efficient and successful businesses.
Tower Systems is a proudly Australian POS software company. We develop software in Australia for small and independent Australian retail businesses.
Retailers wanting software to support their local focus ought to look at local POS software companies.
We have built a good strong business by being locally focussed. Yes, today we serve more than 3,500 retail businesses.
We are proud that in many of our specialty retail channels, we are the only locally developed and supported software. This makes us more fit for purpose for those businesses that care about living and supporting local.
As a famous song once goes so beautifully: we’re all in this together.