How to get the best customer service experience from your POS software company

Tower Systems has a structures process in place for customer service contact with the business. This process has served Tower customers well as our user numbers have expanded to more than 3,500 retail businesses. The service is personal with our customers knowing the name of the person they are speaking with at each point of contact.

Because things can go wrong and expectations can sometimes not be met, we have an established escalation process to ensure our customers have access to more senior contact points in the business.

Here is the documented How to contact us information provided weekly to Tower Systems customers. This demonstrates are transparency as well as a commitment from the leadership team at Tower Systems about making contact with us easy:

HOW TO CONTACT TOWER SYSTEMS.

    • Monday to Friday 7am to 6pm AEST and Saturday 7:30am to 3pm.
      • VIC (and national): 03 9524 8000.
      • NSW: 02 8556 1600.
      • QLD: 07 3136 6888.
      • SA: 08 8121 3366.
      • WA: 08 6317 0207.
      • NZ: 0800 444 367. Toll free.
    • After hours support for system down calls
      • 0418 554 963 or 0419 842 334
    • Email: support@towersystems.com.au.
    • Knowledge Base: http://support.towersystems.com.au/
    • Website home page: www.towersystems.com.au
  • ACCOUNTS.
    • Email: accounts@towersystems.com.au or call 03 9824 8000.
  • SALES.
    • SA/WA/VIC – Tim Batt 0401 833 917;
    • NSW/TAS – Nathan Morrison 0417 568 148;
    • QLD – Justin Randall 0434 365 789.
    • NSW/ACT. Nathan Morrison. 0417 568 148. nathan@towersystems.com.au.

FREE ONE ON ONE TRAINING.
To book free training, please email: bookings@towersystems.com.au
CUSTOMER SERVICE ESCALATION PROCESS.
If you any reason you are unhappy, here is our escalation process.

  1. Please provide as complete a description of the issues as possible.
  1. If you have multiple points, please number each.
  2. Please escalate by email to enable us to share with others here.
  3. Please note if your concern relates to a specific employee.
  4. Here are the escalation points, in sequence, for your use:
    1. CUSTOMER SERVICE MANAGER: csm@towersystems.com.au. The role can be done by one of several people. PH: 03 9524 8000.
    2. CHIEF OPERATING OFFICER: Gavin Williams. 03 9524 8000. Email gavinw@towersystems.com.au.
    3. OWNER/MANAGING DIRECTOR: Mark Fletcher. 0418 321 338. Email: mark@towersystems.com.au.

Category: Customer Service

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