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.

Category: Customer Service

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