POS software help desk support on Saturdays

In addition to excellent after hours coverage by mobile phone, Tower Systems today, and for many years past, offers office based help desk support. This is based in our Hawthorn office, in Melbourne.

The Saturday support is full service, practical and engaged.

We are proud to continue to offer this service in support of our 3,500+ small business customers.

We’re open for business.

Easter break

While our offices are closed for Easter, our after hours support crew are on standby for urgent issues. In the meantime, Happy Easter all…

Another POS software integration to help small business retailers

We are thrilled to have just passed acceptance testing for another major integration between our POS software and a very significant service provider in Australia.

This is a new integration for us and them. We are in a small pool of first to market POS software companies.

More will be announced after easter when their corporate marketing campaign kicks into gear.

We are thrilled to be innovating for our small business retail customers in a part of their business that is ripe for enhancement.

#WatchThisSpace

How our POS software company helps small business retailers compete

Owning and running a small or independent retail business can be lonely and challenging. Especially in this marketplace where big businesses have extraordinary tech tools they can deploy to make it look like their services are more human and personal than they really are.

Here at Tower Systems we help small and independent retailers in a range of specialty retail niches compete thanks to services beyond our POS software.

  1. We help or customers better understand the direction of their businesses through data analysis.
  2. We provide free small business marketing resources.
  3. We provide free social media content they can use to restate the value of small business locally and economically.
  4. We listen, often on topics far removed from our software.
  5. We provide free training, long after the software is first installed.
  6. We reduce operational friction between suppliers and retailers through engagement with suppliers on behalf of our retail customers.
  7. We provide access to a wide range of shopper loyalty options.
  8. We provide access to a successful basket-building strategy for businesses that see shoppers once or infrequently.
  9. We provide business context for software actions. Too often software company people say do this or that without explaining the business context.
  10. We walk in small business retail shoes. We own and run independent small business shops to provide personal experience that we then leverage for the benefit of our customers.

In these ways and plenty more we serve our customers in practical and valuable ways.

We believe in small business for the economic benefit of any country. This is why we only sell to small business customers, to help them to more effectively and successfully compete against big businesses.

Small business retail can compete through the engaged use of the smart tools in our POS software. This is where our deeper and more personal training and support plays a vital role in delivering to our customers not only knowledge but also vital encouragement and support to achieve this and plenty more.

Check us out, see for yourselves. Visit www.towersystems.com.au and ask us how we can help your type of retail business. We’d love to show you the Tower advantage.

If you are not happy with your POS software you can switch

Switching POS software is easy. If it is not easy then the POS software company you are with is probably offering poor software or poor service – backed by a strategy that makes switching hard as a mechanism of protecting their business.

If switching from your POS software is hard then you have even more reason to switch.

Good POS software companies with good service and good software make it easy to switch, as part of their commitment to being the best at what they do.

Here at Tower Systems we want you to stay with us because you like our software and enjoy the customer service experience. We do not want you to stay because we have a technical lock on you. That is false economy in your view.

Customer service in small business matters, especially in business to business situations, such as we are in offering and supporting specialty retail POS software as we do here at Tower Systems.

For us, the best pressure we can apply to ourselves to provide a good customer service experience is to make it easy for you to switch software. This puts you at the hear of what we do. It keeps us 100% customer focussed as we don’t want you to switch. This is why we continually improve our software and professionally manage the customer service resources – to provide you the best outcome possible, to deliver on the promises we make in ur sales process to you.

We have seen POS software companies that lock people in, make it hard to extract data. The customers hate it and it costs them plenty. In the end it hurts the POS software company because small business retailers talk to each other about their experiences and how they feel blackmailed into sticking with software they do not like.

Tower Systems is an Australian POS software company serving specialty retailers in a range of market channels. We only sell to independent retailers, delivering beautiful software backed by awesome customer service. We serve more than 3,500 small business retailers with software that is regularly and professionally updated.

We are grateful to our user community for their support and guidance.

POS software help desk support starts with a conversation

When a small business retailer calls our POS software help desk the call is answered by a human in our Hawthorn Victoria help desk. What following is a conversation, an unscripted conversation, in plain English.

All this matters.

We know people have computerised phone systems that want you to push this button or that button. It’s frustrating. We don’t like it and that is why we do not have it here.

We know Aussie small business retailers don’t like calling a local business only to be pushed to an offshore call centre. We don’t like it. We prefer to hire locally for customer service.

We know small business retailers can be frustrated when a help desk staffer pushes them through a script that is rigid – this is what happens when you call your ISP. 100% frustrating! We don’t like and that is why we do not do it here.

Support calls start with a conversation. You get to describe your query in your own words. We work with you to understand the query and the provide an answer, explanation or resolution.

Customer service matters. We try hard, every day.

Free training for small business POS software customers

Australian POS software company Tower Systems offers unlimited personal, one or one, training for small business retailers using its software.

Months after the system is installed, customers can contact the Tower team and request more training and it is scheduled. The training is tailored to the specific needs of each business. It can be structured or simply follow a Q&A approach. The customer is always in control.

By not limiting training, Tower Systems gives customers complete control over how well they know the software and through this the benefits they leverage from use of the software.

This personal one-on-one training is delivered by someone from within the company, someone Australian based, someone with excellent product knowledge. Yes, the company takes the provision of additional training seriously because we know the benefits for our customers and for us.

Access to training is something small business retailers should assess when they compare POS software companies. They should look at the training, engage with us and add an assessment of this to their assessment of the appropriateness of the software and the software company as partners for their business.

In addition to the free personal training provided by Tower Systems, the company also hosts weekly group training workshops as well as other training opportunities.

On top of the personal training and group training workshops, the company also provides access to written and video training materials. These can be accessed 24/7, online, through our customer service portal, a comprehensive suite of facilities that help small business retailers learn at their own pace and to the needs of their specific businesses.

Training is important. We think too many POS software companies promote but do not deliver. Here at Tower we deliver because we are retailers too, owning shops where our software is used. This experience in retail helps us provide better service more attuned to users rather than the POS software company.

So, look at our POS software training, check it out, use it as a point of reference when considering the POS software for your business. We’re here to help. Were take our motto seriously, every day.

Twenty new knowledge base articles help POS software users

Tower Systems continues to add knowledge base articles to the 700+ articles in our live 24/7 access knowledge base that helps our users get more from our POS software.

Here are the most recent topics covered in new articles we have published for our customers:

  1. BOGO – Buy One Get One Free
  2. Day of Week Report
  3. Daily Takings Report
  4. Weekly Takings Report
  5. Monthly Takings Report
  6. Detailed Takings Report
  7. Enabling POS Tracking
  8. POS Tracking Report
  9. Weekly Magazine Decay Report
  10. Sales By Customer
  11. Supplier Listing Report
  12. Sales Target Report
  13. Layby Report
  14. Department Listing Report
  15. Category Performance Report
  16. Detailed Performance Report
  17. Customer Listing Report
  18. Pack Units Report
  19. Sales Profitability Report
  20. Discount Types Report

We are grateful to our customers for feedback on articles they like and articles we can improve.

Free POS software Xero link training for small business retailers

Next week, Tower Systems offers a free training workshop for small business retailers on the POS software Xero link and show it can save time, cut mistakes and help guide better quality business decisions.

This free training workshop is the latest in the weekly series from Tower Systems. We offer live and interactive training for small business retailers to help them get more from their tech investment.

We have delivered this free training for years as a service to our customers and to potential customers. It is all part of the service here at Tower Systems.

As our motto says: we’re here to help.

Hiring for the POS software help desk

We have been advertising externally for new people for our Melbourne-based small business POS software help desk. Interviews are now under way as we have a terrific pool of skilled candidates.

Our candidate selection process is structured and multi-layered, to ensure we find not only a tech skilled candidate but someone who communicates appropriately with small business retailers.

Like all new hires, candidates selected this round will undergo considerable training and beta testing, yes, beta testing, prior to live access with customers. That is when we will introduce them to our customers – through our weekly customer service email.

Small business retail advice: steps to successful stock management

Retailers using our POS software have access to a deep and wonderful suite of advice on how to use the software to the best advantage of the business and those who rely one it. Here is an example of business management advice we provide. This one is on SIMPLE STEPS FOR SUCCESSFUL STOCK MANAGEMENT IN RETAIL

Small and independent retail businesses too often lose stock through inadequate processes.  This simple, practical and free to implement advice seeks to reduce the opportunity for stock to be lost and mistakes to be made.

  1. Always receive stock into a consistent location in the business set aside for the purpose.
  2. Check boxes as they arrive. Only sign for receipt if the box count is accurate and the boxes are not damaged.
  3. Only move stock from the receipt / arrival location once the contents have been checked and counted, entered into your computer system and are trackable with a barcode you add or that is already on the product.
  4. Scan everything you sell
  5. Scan everything you return to a supplier as damaged or returned for some other reason.
  6. Scan out everything you write off or throw away.
  7. Do spot stock checks (a mini stock take) regularly to determine if there has been shop floor theft. Use the right gear to make this efficient and accurate.
  8. Order using your computer system as this will soon highlight employee or other theft.
  9. Stock should only ever be in the business in one of four locations:
    1. Goods inwards.
    2. Goods outwards: returning to a supplier, going to charity or going to trash.
    3. On the shelves in-store.
    4. On the shelves in the storeroom or warehouse.

The most important advice in this list is having locations set aside for goods inwards and goods outwards and strict processes in place for handling goods into and out from these locations. Get this right and you will find inventory more under control.

Tower Systems is committed to helping small business retailers to get more from their POS software experience than is usual. We leverage our own retail experiences to help our customers way beyond what is usual.

All Tower customers have access to this advice and more.

Why hardware quality matters in small business retail

We visited a small retail business recently to switch them to our software and found their hardware, which they had purchased less than a year earlier, to be inadequate to the task. In fact, based on what we saw, we suspected that the hardware they purchased as new was actually secondhand. It was that old and under spec.

While we are a software company first and foremost, were also sell hardware to those that want it. The hardware we sell is retail business grade Hewlett Packard hardware. By retail grade wee mean quality, robust hardware designed for retail business use. This is not hardware you can buy from a shop. It is not cheap. But it lasts and it is backed by a three year on site warranty.

With hardware, like POS software, you get what you pay for.

Spend a bit more today on quality hardware and you will get a better return that you would on buying cheap hardware today.

The Tower Systems relationship with HP is solid, professional. We selected them because of the quality of their gear and because of the backup they provide in the rare instance of their being a failure. We have fo8und them to be true to their word. This is important to small business retailers.

We had a situation last year where a retail business in the outback of Australia experienced a hardware failure. The HP tech made two flights and drove for several hours to provide the on-site warranty coverage promised by the company. There was no hesitation. The support promised was delivered, making the small business owner a lover of HP for life.

But back to the story we started this post with. The small business retailer was ripped off by their previous POS hardware supplier in our view. They paid too much for hardware of dubious quality. This left the business with further costs and only the option of legal action against the company that duped them. They chose to not take action. Instead, they prefer the store of poor quality hardware to spread, so others do not make the same mistake.

Personal contact is what makes Tower Systems the best small business POS software company

Our motto here at Tower systems is we’re here to help. We live this each day through being accessible to our customers – by phone, email, in person, through Facebook, through Twitter, through our website and more.

We make it easy for any of our 3,500+ customers to contact us.

Small business retailers like that we are accessible. We like it too because we know the opportunity for learning that comes from personal service with small business retailers.

Every week we email our customers with tips and advice. That email includes our contact details, right through the company touch points.

CONTACT DETAILS.

FREE ONE ON ONE TRAINING.
Email bookings@towersystems.com.au with your request.

CUSTOMER SERVICE ESCALATION PROCESS.
If you any reason you are unhappy with customer service:

  1. Email support@towersystems.com.au with a subject of: Escalation.
  2. Please provide as complete a description of the issues as possible.
  3. If you have multiple points, please number each.
  4. If your concern relates to a specific employee, please include their name.

We handle escalations in a structured way. On receiving an e mail it goes to point 1. If you are unhappy with that, please escalate to the next point in line.

  1. CUSTOMER SERVICE MANAGER: csm@towersystems.com.au.
  2. CHIEF OPERATING OFFICER: Gavin Williams. 03 9524 8000. Email gavinw@towersystems.com.au.
  3. MANAGING DIRECTOR: Mark Fletcher. 0418 321 338. Email: mark@towersystems.com.au.

WHAT SOFTWARE SUPPORT COVERS.
Our Tower AdvantageTM software support coverage includes:

  1. Help desk support in the use of our software.
  2. After hours support for urgent problems relating to our software.
  3. Free one on one training in our software each year.
  4. Software updates.
  5. Access to our online knowledge base – with more than 600 articles.
  6. Access to our online training video library – with more than 130 videos.
  7. Access to our live weekly online training workshops.
  8. Access to checked by Tower supplier stock files.

SUPPORT CALL PRIORITY.
You can advise the priority of your support call:

  • P1. System down. The most urgent call we can get.
  • P2. Urgent. We will deal with the call ahead of all others except P1.
  • P3. Pressing question But system not down. Return call goal 2-3 hours.
  • P4. Non urgent question. Goal of returning a call in 4 – 5 hours.

Small business retailers love human contact on the help desk

We hate riding a business and having to navigate a phone system making selections on the touch pad or through voice commands. We much prefer to speak to a human, a locally based human who understands our business. This is why we offer local human-based help desk services to small business retailers using our POS software.

Our help desk is based in Melbourne, Victoria, Australia. It is 100% human. No answer bots. No computer based menus to navigate. Our help desk team members are not required to follow a script. We have conversations with customers for it is out of conversations that understanding of an issue at hand comes.

In 2018 while big businesses are looking to cut labour costs by automating customer service call centres, we live in another world, a customer focussed world where we believe good customer service begins with human interaction.

Our commitment to personal, human, customer service has been on show this week with plenty ty of engagement with small businesses retailers looking to make 2018 a winner year!

Tower Systems helps small business retailers avoid hard disk failure

Small business retailers using our cloud backup service benefit from early detection of disk abnormalities that can lead to disk failure.

In one case recently we contacted a customer and let them know there was evidence of an impending ding hard disk failure. They were able to arrange replacement through their hard ware supplier prior to the failure occurring.

We were able to provide the early warning thanks to the smart and engaged diagnostics run by our cloud backup service. While undertaking a backup the software is checking the drive for abnormalities. Detecting this prior to crash saves a business time as it prevents business disruption.

Tower Systems tracks and reports on disk abnormalities as part of its engaged cloud backup service. This is another way we help small business retailers.

Happy New Year

We hope 2018 is filled with happiness and joy for all who visit this place and all who use the Tower Systems software.

We are excited for what the year will bring and look forward to helping small business retailers make their businesses more valuable and enjoyable this year.

Managing the POS software help desk between Christmas and New Year

We have ensured we have a team of professionals, live in the office, to help small business retailers with any query about our POS software between this Christmas and New Year period.

While it is often slower than through the year, we ensure we are resourced to cover any situation that arises.

Ensuring access to the office-based service is vital as the office-based team has access to more resources than  those not the office.

For decades we have offered office-based coverage in this time, refusing to close in these days between Christmas and New Year as many companies its do. We are grateful to be in a position to offer this support coverage.

Advice for small business retailers confronted by a cash flow challenge

We are often asked for advice and help outside what is usual for a small business POS software company. Recently, we were asked by a customer for advice on holding a cash-flow challenge. Here is an article we offer our customers on this topic. It shows the extent to which Tower Systems can help, beyond what is usual for a POS software company serving small business retailers.

Cashflow can get very tight in any small business. How you deal with it is a test of leadership.

The common approach is to hide from those to whom you owe money. That only serves to harm your business and put you under more pressure.

Here is our practical advice on how to deal with a cashflow challenge:

  1. Understand the problem. Know if it is short term or long term. Be certain about the role you have played.
  2. Own the problem. Fixing this is on you.
  3. Develop a plan and document it succinctly:
    1. To borrow if appropriate.
    2. To put more of your own money into the business.
    3. To cut overheads: labour, rent.
    4. To convert more stock to cash.
    5. Work our what free cash you have availabke from your weekly trading.
    6. Ensure all creditors receive payments, no matter h0ow small. Regular payments reflect your commitment to goodwill. They also show you are not playing favourites.
  4. Talk to your creditors, apologise, outline your plan, ask for help.
  5. Act. Every decision, every action you take must work to addressing the cashflow challenge. If you have created a plan(point 3 above) act on it immediately. This is not a time to overthink things.
  6. Invest. If your cashflow challenge is because of a decline in traffic, not spending money chasing traffic will only make the problem worse.

If your cashflow challenge is more serious than a short to medium term plan could resolve it could be that your business is insolvent.

Company directors have a legal obligation to not allow their businesses to trade while insolvent.

Many have been in this situation. You can come out the other side by acting sooner, with commitment and with transparency to your creditors.

Christmas / New Year POS software office hours

Here are our Christmas / New Year office. hours. Our comprehensive site after hours phone network will remain available throughout:

December 23rd, 24th, 25th, 26th Closed.
December 27th Open 8:30am Close 5pm
December 28th Open 8:30am Close 5pm
December 29th Open 8:30am Close 5pm
December 30th, 31st January 1st Closed
January 2nd,Open 7am Close 5pm
January 3rd, Open 7am Close 5pm
January 4th, Open 7am Close 5pm
January 5th, Open 7am Close 5pm.

Our after hours numbers will be live throughout, for urgent system down situations.