All sales to new customers of the Tower Systems POS software have membership to the Tower AdvantageTM support membership included in their package.
Tower AdvantageTM is what we call our support service. We trade marked it because it is unique to us.
Our small business retail support is 100% local, managed out of our Hawthorn, Victoria, office with support staff located there as well as at several interstate Australian locations.
The office based help desk is open from 7am to 6pm Monday to Friday and from 7:30 to 3:30 on Saturdays – AEST. For urgent support outside these hours we have a mobile based after hours telephone support.
Help desk access is backed by access to our escalation process whereby customers have access to our Customer Service Manager then to our Chief Operating Officer and then to our Managing Director. The direct numbers of each point of escalation are provided to all of our customers.
Each week we run online training interactive courses covering subjects with a business outcome in mind. These programs are run through our WebEx platform and Customers can attend as many of these courses as they like. We would also be happy to develop along with ARL, some ARL specific training courses if wanted.
All customers also have access to our online personal training. These sessions booked in advance deliver one-on-one training on any desired subject. We do not cap the amount of one on one training time a customer can book.
At the end of the first year customers are invoiced for support for the next year. Customers have the option to pay monthly or pay up front for discounts on multiple years of access. Our support fees are optional, meaning if a customer chooses to not be supported they can revert to a pay per call for access to the help desk.
Customer service is important to us. We know that delivering good service is as important to us as it is to our customers. We are committed.
