Tower Blog

A blog about smart POS software for independent small businesses.

Category: Customer Service (page 1 of 95)

Adding to our help desk team

Today, we welcomed a new help desk team member to our business to fill an additional role. It feels odd to be expanding our workforce while many businesses are contracting theirs. To be cliché, it is what it is.

Here at Tower Systems, the is is that we are grateful to service a diverse and strong mix of marketplaces that are essential every day. Produce, farm, pet, garden, fitness cycling, news … these are all sectors people rely on every day, pandemic or not.

So, today, we welcomes Matt to our help desk team in a new role. He’ll be off the grid for a couple of months learning the software and our processes.


It’s Sunday…


Personal local support key to Aussie retailers in POS software selection

Here at Tower Systems, our POS software help desk is Australian based, serving retailers in Australia. We are proud to be local, to offer local support that is delivered by people who live here and understand local business.

Too many POS software companies selling to Aussie retailers do not have local help desk support.

With Aussie retailers pitching buy local to their local communities, we are grateful to be in the position of delivering local service and support to our local retail community.

We support shop local as a company and encourage retailers and others in business to shop local. This is why we pitch today that when you talk with our help desk you are talking with an Aussie, someone who knows local business, local retail and can speak to local needs. Yes, local really does matter.

To keep jobs in Australia and help the Aussie economy to come out the other side of the coronavirus pandemic, shopping local matters. This is why we urge retailers to ask the question abut the location of POS software help desk personnel. While we feel for call centre staff in India, Pakistan and elsewhere, now is the time when local matters.

Now, we do have one caveat for this. We have a help desk team member, an Aussie, living and working in New Zealand. But that’s okay as we have a ton of customers in New Zealand. And, hey, we consider Aussies to be Kiwis and Kiwis to be Aussies

If you are in a local retail business and considering POS software for the business, check out where there trainers and help desk team members are located. Make sure that the company you are considering doing business with is supporting the local economy as much as you want your local economy to support your business. These things matter in terms of the truth of your own shop local pitch.

Shop local and support the local economy. It ripples out from your business to the town to the state and to the country. That is how we see it an how we try and live our lives here at Tower Systems, a proud local Aussie POS software company.


POS software co – business as usual

We are installing our software for new customers, delivering POS software training, taking support calls, publishing new advice to our knowledge base and bringing more small business retailers online with POS software connected websites.

Here at Tower Systems we are grateful to our customers and our team members for a business as usual experience in a disjointed and strange world.

We have all hands on deck, albeit working at home and safe.

We are thrilled with the beta roll ut of our innovative R3 product as well as the other initiatives launched in recent weeks for our customers. These are busy and exciting times in our world and we appreciate the engagement from our customer community for helping this happen.

Have a wonderful Easter all. We are here on our usual numbers and socials…


Small business retail advice: using POS software to leverage low margin products

This advice is for businesses that are traffic and margin poor businesses. Such businesses face high-risk businesses as most low margin products and services are delivering less traffic year on year … and therefore face high-risk of financial failure.

In addition to low margin products and services experiencing traffic decline year on year, minimal or no retail price movement see a decline in margin in real terms. Further, too often we see the percentage cut by suppliers for selfish reasons, further diluting the value to the retailer.

In our POS software user community we have access to wonderful advice and inspiration, from a broad range of retailers. We draw on that today, to put together the advice in the article for you.

But it is not all bad news with low margin products and services. If they are generating good traffic, the opportunity is to be proactive in leveraging that traffic. Here is a list of five must-do things to leverage this low value traffic in your business.

  1. Place at least one offer / stand at the door facing people as they leave. If you have room, have one stand / offer either side. Make sure the offer is easily understood and relevant.
  2. Use a portable table for pricing stock and other stock work and place this with a staff member doing the work during busy periods between the door and the destination for most traffic.
  3. For the highest traffic low-margin items, always pitch other products such that these destination shoppers see the other products.
  4. Always have an offer at the counter unrelated to the low margin destination purchase. Get creative as to how you pitch this at the lottery counter if you have Tatts.
  5. Establish a floor unit to guide counter traffic. the right type of unit is best used for holing products people are likely to purchase on impulse while standing in line to make their destination purchase. All sorts of retailers do this, even if they do not have the shopper to warrant such a floor unit.

Our advice is do all five of these things. If you don’t do some or all you are most likely only benefiting from destination business from low-margin high-traffic products and services and there is no upside in that.

For the record, margin poor products and services are those with a GP percentage of less than 50% in our view.

In our indie retail POS software we have awesome tools to help low margin high volume retailers. We’d be glad to help with practical advice.


Daily updates for our POS software customers

For several weeks now we have been sending daily updates to our POS software customers, at 7am AEST. The updates are short and succinct, offering COVID-19 related advice designed to help our customers through their day. We share links to trusted state and federal government websites as well as help on trading through for the many of our customers permitted to be open.

We have also been running regular web conferences to help retailers connect.

Plus, we have eliminated pricing on software options that make countless and other trading easy in retail.

These moves from our company with is at more than 90% of staff working from home is helping small business retailers.

We are grateful to all who support us.


Our transition to online POS software demonstrations and training 3 years ago is paying off

3 years ago we established infrastructure to serve online live demonstrations of our POS software as well as line online training for new and existing POS software customers. Today, we are well advanced from those early moves and it is paying off.

Retailers are loving online live demonstrations of our POS software – timed to suit their needs. They love that each demonstration is live for them, about their business and genuinely interactive.

When it comes to remote installations, retailers love that they get to save money, schedule the training as and when they want and can have training recorded for later play back. These and other innovations are standard to the way we serve our Tower Systems POS software user community.

We are grateful to the whole Tower Systems team for helping us adopt this online / video technology years ago and evolve with it over time as it is paying off today as business changes fundamentally.

With people working from home, we remain a connected team, working together, welcoming new customers and serving existing customers. Thanks to a solid tech infrastructure, we are resourced and skilled to help our customers no matter where they are.

Footnote: our reference to online training is different to the weekly online workshops that we have been running for more than 10 years.


Labour day holiday

Our head office is closed today for the Labour Day (8 hour day) public holiday.  We have other offices open for help desk support – all our usual numbers are live.


This summer, our POS software help desk is here for you

We’re here helping indie small business retailers while many businesses are closed for the summer break. We take our service of small business retailers seriously and the best way to show that is to be here taking calls, answering questions, providing training and helping resolve any issues that arise.

We make it easy for our customer to contact us by phone, email, text message, chat and social media. This variety is especially helpful over summer when business owners can be away from the shops. We can bring several phones together into a conference call to help answer queries.

Our motto is we’re here to help and especially in this slow summer period we are embracing opportunities to live that.


Melbourne Cup holiday

While our head office is closed today for the horse race that stops the nation, we are here taking calls and helping our customers. Our after hours numbers are active too as we know that many retailers are open today.


AFL Grand Final holiday

It is a holiday today in beautiful Melbourne on account of it being the day before the AFL Grand Final. While most of the companies y is closed, our help desk is open and helloing customers with queries.


New voices on the POS software help desk

We are thrilled to welcome two new voices to our small business POS software help desk. The new new team members, Minh and Rachael, bring wonderful life and technical experiences to our team.

Having shops of our own is useful for them to learn our software in a real life setting. Stru8ctuired training in the office helps provide them with foundational knowledge.

We take customer service seriously. Having a well resourced team its critical. Equipping them with the right tools is vital. Supporting them every day is what we do.

Here at Tower Systems, the best way we can help our customers beyond our software is backing it with helpful, skilled, help desk team members.

Our motto is we’re here to help, and we really are!


POS software support today, Saturday

Our Hawthorn (Melbourne) office is open right now with our POS software help desk helping small business retailers. There is nothing unusual about this. We have offered office based Saturday support for years. Customers love it.


Helping retailers through the Telstra outage

Our help desk was busy yesterday afternoon helping small business retailers deal with the consequences of the Telstra outage that cut off access to EFTPOS processing for many.

We helped by ensuring our help desk team members had the facts early, that it was identified as a network issue and nothing to do with our POS software per se, although using the software was affected.

By offering a calm voice about the issue and sharing facts as known helped some retailers realise that they were not alone and that parties responsible were public about the issue and working on it.

Being able to help small business retailers in a situation like this is something we are grateful to be able to do.

We have this morning reminded our customers about the need for a disaster plan in business, something a business can turn to in situations like this. A good disaster plan is a roadmap for all manner of situations., It can provide consistency and calm to an otherwise challenging situation.


New hire for the POS software help desk

Our latest new hire for our national help desk started with us yesterday, Friday. Training has started. This will be followed is in-field experience, peer review, more training, and more.

We have a structured process we follow for bringing new help desk team members online. We take our time, releasing them for standalone call engagement when we and they think they are ready.

Customer service matters to us.


End of financial year advice for indie retailers

Here is our short-form end of financial year advice for small business retailers:

  1. Take a backup at the close of business on June 30 and store this in a safe place.
  2. Produce a year on year sales comparison report – for your management benefit.
  3. Produce a report of stock not sold in the last six months so you can kick off the new year with a mission.
  4. Only do a stock take if your data management though the year has not been structured and consistent.

Yes, it is that simple. No longer does June 30 have to be crazy or stressful.

Here at Tower Systems we have been helping our POS software retail customers for months through free live online training workshops, regional user meetings, training videos and on on one support and advice, to be ready and to eliminate the need for a stressful June 30.


POS software help desk

We are proud to offer our customers easy access to POS software support when they need it.





Serving small business retailers.

Because small business matters.

Supporting shop local.



Queen’s Birthday holiday

We’re celebrating today’s public holiday but have ensures that our after hours phone network is available for urgent customer service queries. Plus our awesome knowledge base is live and accessible.


A small business retailer POS software connected website can be a hungry beast

A constant piece of advice we provide to our small business retail POS software customers who whom we have developed POS software connected websites is that websites are a hungry beast.

While the technical process of connecting your Retailer software to a Shopify, magento or Woo Commerce website, developed by us or someone else, is straightforward and the data flow of inventory details and images easy to establish, maintaining the site requires work.

Here are some tips from us designed to help you manage your website(s) for success. These tips are based on our own experience of developing sites for our businesses:

  1. Ensure your website stands for something. It could be that your online presence is through a different name or brand to your retail shop, to help you reach more people. The best websites stand for something clear, easily understood.
  2. Ensure your product photos are good.
  3. Don’t load all your shop stock on the website. Too much stock makes a website challenging to navigate.
  4. Get your shipping right. Like it or not, people want low or no cost shipping from online.
  5. Know your pricing model. You need to decide if you want online to be break even or loss making.
  6. Keep your content up to date, fresh.
  7. Offer multiple forms of payment.
  8. Fulfill orders quickly.
  9. Answer questions quickly, and completely.
  10. Work ion your website regularly … i.e. several times a week.
  11. Promote the website.

If you’d like a quote from us about having a website developed for you, consider completing ourweb questionnaire form.

Tower Systems undertakes web development in Australia, out of our head office based in Hawthorn, Victoria.  This local and easy access serves our customers well in that we can answer questions and bring to the table our own local retail business management and operation experience.

Or POS software connected website solutions cover many different retail channels and offer myriad facilities and experiences on which prospective customers can draw in considering their plans.

We also provide practical advice and help to retailers who are keen to resolve questions on management of their website once they are up and running. This blog post provides some insight into the knowledge and services we provide in this area.


Closed for Anzac Day

We are closed today for the Anzac Day public holiday and remembrance. Our after hours support numbers are live for urgent calls.


Appreciating appreciation

We received a terrific email of appreciation from a customer for help through the Easter break:

Mark, a personal note of thanks for your after hours support team. I had a major hardware crash and, of course, my hardware person was away. Your guys were terrific even though I didn’t buy the hardware from you. The help during Easter was truly above and beyond. Please thank the Tower Systems team.

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


Have a good Easter break everyone!

We are closed for the next four days for the Easter long weekend break. Our after hours support team and our emergency escalation numbers are live throughout.


Tower Systems helps indie retailers improve sales counter throughput

One of the free training courses we are running this year focuses on business efficiency and, in particular, shopper throughput efficiency at the sales counter.

Fast, accurate and personal sales processing at the counter is critical in any retail business. In small / indie businesses the challenge is complex in that these businesses are often not backed by corporate head offices where processes are studied and refined, and systemised.

Thanks to smart POS software, Tower systems makes it easy for small business retailers to improve efficiency without harming the shopper experience.

The free training courses we are offering cover this, in detail, and min a way that any retail business can leverage for theirs own experience.

Our training covers managing the counter, streamlining the sales process and leveraging terrific tools in our POS software that benefit shoppers, retail employees and the overall business itself.

We do it well, in a structured way and in a way that resonates with a host of niche retail businesses in the various retail channels in which we specialise.

The training is live, personal and interactive, enabling retailers to speak to their situation and for our experts to offer help that is tailored to their needs.

This training is part of our free weekly live training program for retail businesses using our POS software.


Live, office-based, POS software helps desk support for small business retailers

In addition to our after hours small business retailer POS software support, for many years we have offered Saturday support.  This is office based support delivered by folks expert in our POS software.

Our service is unique and loved. Most Saturday calls are from users seeking advice on better use of the software – not your traditional Help Desk call.

We are open today, here at the office, now.

By providing the office based service, we are able to provide better quality advice and access user systems to more quickly deliver the outcome they seek.

Accessibility is key in any software support situation.  This is another reason we commit considerable resources to our Saturday support service as well as our regular after hours service.

We are grateful to our customers who enable us to offer this service in addition to our after hours service.


Australia Day public holiday

Our offices are closed today for the Australia Day holiday. Our online services and our after hours help desk services are operating as normal.

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