AN AI CHATBOT FOR LOCAL SMALL BUSINESS RETAILERS: 24/7 HELP
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No script, just a person who knows retail
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Who picks up the phone when you call the POS software help desk?
When you call the Tower Systems help desk, a person answers. They are in Australia or New Zealand. They don’t read from a script.
It could be Mitch, Minh, Roy, James, Tash, Travis, Simon, Paul, Michael or someone else on the team. Real people with real names, not an anonymous avatar or a generic email address. Real people delivering real support. Retail is personal, after all.
W’ve built software for independent retailers since 1981. In that time we’ve watched plenty of software companies move support offshore, add phone trees and hand staff a flowchart. We understand why. It’s cheaper.
It is also worse for the retailer on the other end of the line. So we haven’t done it.
Why scripts let retailers down
A script works when every problem looks the same. Retail problems rarely do.
Think about a Saturday morning. There’s a queue at the counter. A barcode won’t scan, or a supplier invoice has landed with the wrong pricing. You don’t want to be asked whether you’ve restarted your computer. You want someone who listens, works out what’s actually going on and helps you fix it.
Scripted support makes you prove you’ve done steps one to five before anyone will think about step six. That costs you time. Time at the counter costs you sales.
It also costs trust. Most retailers can tell within a minute whether the person on the line understands their business.
What you get from a person who can think
Our help desk team knows our software well. They also know the businesses we serve: newsagents, gift shops, garden centres, jewellers, farm supply businesses and more. They know what a lotto reconciliation looks like or how a layby works, because they talk to retailers about these things every day.
Without a script, they can do the obvious thing. Ask a question that fits your situation. Skip the steps that don’t apply. Notice when a small fault points to a bigger one. Follow up when they said they would.
Being local helps too. Our team works in your time zone and knows Australian and New Zealand trading conditions. Support is available six days a week, with after-hours help for urgent system-down problems.
I think this is the part people don’t see in a software demonstration. Features matter. But the day something goes wrong, the person who answers matters more.
Where AI helps, and where it hands over
We use AI too. Our help desk chatbot has been running for more than three years. Customers tell us it saves them time on quick questions, and that it answers in plain language.
It is there for the simple things, at any hour. It is not a wall between you and a person. When a problem needs judgement, experience or a conversation, you can reach a human on our team.
We chose that balance on purpose. The chatbot takes care of the quick questions, so our team has more time for the calls that need them.
A question to ask any software company
If you are comparing retail software, call each company’s help desk before you sign. See who answers. See whether they listen or read.
Then call ours.
Australia: 1300 662 957
New Zealand: 0800 444 367
Email: sales@towersystems.com.au
Contacting a human is easy.
What we do behind the scenes at our POS software company
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Software Is Only Part of the Story: How Tower Systems Helps Retailers Get More From It
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Buying point of sale software is the easy part. Getting real value from it every day is where the work starts.
Retailers ask practical questions once the software is installed. Who do I call when I am stuck? Can a new casual learn it on their first shift? What can it do beyond ringing up a sale? Does anyone listen when I suggest an improvement?
Tower Systems answers yes to each of these. The company has served independent specialty retailers in Australia and New Zealand for more than 40 years. Its approach rests on one idea: software works best when real people stand behind it.
Yes, you can talk to a human
At Tower Systems, a question gets a person. Support is delivered by a local team that understands specialty retail. The same is true in sales and in leadership. Customers can reach the people who make decisions about the business.
This matters on a busy Saturday when something needs sorting fast. It also matters for the bigger questions, like how to set up a new department or report on a slow category.
Retail is personal.
For quick answers at any hour, Tower Systems also offers an AI help desk. It launched more than three years ago and answers in plain language. Customers say it saves them time. It sits alongside the human team, not in place of it.
New staff can get up to speed quickly
Staff turnover is a fact of life in retail. Every new team member needs to serve customers confidently, and soon.
Tower Systems builds software for specific retail channels, not for every business type. That focus keeps screens and workflows relevant to the shop floor. New staff learn the tasks they actually need, without wading through features meant for someone else.
When a question comes up mid-shift, help is close at hand. Staff can ask the AI help desk in plain English or call the support team.
More than a cash register
A cash register records a sale. Good retail software helps run the business. Tower Systems customers use the software in three broad ways.
- Saving time. Automating routine tasks such as receiving stock, reordering and end-of-day processes frees hours for serving customers.
- Making more money. Sales and stock reports show what is working and what is not. Retailers can back winning lines, clear slow stock and use loyalty tools to bring shoppers back.
- Managing better. Clear numbers on margin, stock holding and staff activity support better decisions.
The AI tools in the software have found keen supporters among Tower’s most experienced retailers. Customers in their 60s, 70s and 80s report time savings of up to 8 hours a week.
Tower Systems also keeps costs predictable. It does not charge fees based on a retailer’s sales. It is payments provider agnostic, so retailers choose their own payment provider and control that pricing.
Your suggestions shape the software
Retailers know their shops best. Tower Systems built its Software Ideas platform to put that knowledge to work.
Any customer can suggest an improvement. Other customers then vote on it. The process is open, so everyone can see what has been suggested and how much support it has.
Those suggestions and votes guide what Tower Systems develops next. Customers see their ideas reflected in software updates, which keeps the product grounded in how specialty retailers actually work.
A community, not just a customer list
Tower Systems serves only independent specialty retailers in Australia and New Zealand. It does not chase franchises or chains. That focus shapes everything, from the features it builds to the people who answer the phone.
The result is software backed by people who understand independent retail and want their customers to succeed.
Contacting a human is easy:
- Australia: 1300 662 957
- New Zealand: 0800 444 367
- Email: sales@towersystems.com.au
Why our customers love the Tower Systems chatbot
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When we added a chatbot to the Tower Systems help desk, we had one goal. Help retailers get answers faster, in plain language, whenever they need them.
The feedback from customers tells us it is working.
Answers outside business hours
Retailers don’t stop working when the help desk closes. Many of our customers do their admin early in the morning or late at night.
One general store owner told us:
“I have used the chatbot recently as I generally have questions outside of working hours… The response provided was succinct and provided me with step by step instructions.”
She used it to prepare for a change of ownership and to clean up her system ahead of a stocktake. Both times, she got clear, step-by-step instructions.
Plain language, at your own pace
Not everyone is confident with technology. The chatbot lets people learn at their own pace, without feeling rushed.
“I particularly like it because I am not particularly IT savvy and I can use it at my own pace.”
Another customer said:
“It answered everything I requested, and the instructions were very easy to follow. Saved me a lot of time and I was able to learn things by navigating through the system myself.”
Discovering more of the software
One of the best outcomes is that customers find features they did not know they had.
“I’m always hesitant using chatbot type technology… Your chatbot is amazing! It quickly analyses and answers in step-by-step detail how to fix whatever trouble I’m having… Tower’s chatbot has helped me discover and utilise more of the Retailer software and its capabilities than I knew existed.”
When a customer gets more from their software, they get more from their business.
Time back in a busy week
Retailers are time poor. Every minute spent searching for an answer is a minute away from customers.
“On the retail side of the house, most of us are time poor. So when we have an issue and we ask the bot, it saves so much time, effort and frustration.”
“I’ve asked it plenty of questions and only stumped it once. I love that it puts answers in a language we can understand.”
A human is still there
The chatbot does not replace our people. It works alongside them.
“Helps with almost all my enquiries and if it can’t help, will get a human to contact me. Saves me so much time spent searching the Tower website for answers.”
In one case, a customer wasn’t confident to go ahead with the chatbot’s instructions. A team member called her to help.
That is how it should work. The chatbot handles the quick questions. Our team is there for everything else.
Thank you
Thank you to every customer who has used the chatbot and shared feedback. Your comments help us keep improving.
If you are a Tower Systems customer and haven’t tried the chatbot yet, give it a go next time you have a question.
And remember, contacting a human is easy.
AU 1300 662 957 | NZ 0800 444 367 | sales@towersystems.com.au
POS software help desk support that starts with a conversation
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Most of us have rung a business for help and ended up stuck in a phone menu. Press one, press three, wait. When you finally reach someone, they do not know the product and can only read from a script.
That is frustrating on a quiet day. When your shop is busy and something is not working, it is far worse.
Retail is unique. Every shop has its own way of doing things, its own suppliers and its own regulars. Retail is also human, and so much of it gets done through conversation, between staff, with suppliers and with customers at the counter.
We approach Tower Systems POS software support the same way.
There are no scripts and no hoops to jump through before you get an answer relevant to your query. You speak with someone who knows the software and can work through the problem with you.
A conversation lets the support person understand what you are trying to achieve, beyond the button you pressed. Often the real question sits behind the first one. A retailer might call about a report when what they really need is to understand why margin has dropped in one department. Good support picks that up.
Conversations help with learning, too. Many retailers use only part of what their software can do, and a helpful support call can turn up a feature that saves time every week. That rarely happens when someone is reading from a script.
Support matters most at the moments you least expect. A new staff member gets stuck on a refund on a Saturday morning, or a stock count will not reconcile. At times like these, talking with someone who understands both the software and retail can get you back to serving customers sooner.
When you are choosing POS software, give support the same attention you give the feature list. Find out how you reach support and who picks up the phone. Ask whether that person will know the software well, and whether you can talk a problem through or will be pushed through a process. The answers say a lot about how a supplier sees its customers.
Small retailers deserve support that respects their time and their knowledge of their own business. For us, that means picking up the phone and having a proper conversation.
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To reach us, call 1300 662 957 (AU) or 0800 444 367 (NZ), or email sales@towersystems.com.au.
Small Business Retailers Understand Human Service: When Did Talking to Your POS Software Company Become So Hard?
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There is a disconnect between some software companies and their customers, and retailers feel it most when something goes wrong.
The pattern is familiar. A retailer needs help, so they visit the software company’s website. There is no phone number, only a form. Or there is a phone number, but it leads to a multi-layered menu that ends with an invitation to leave a message. Or the only channel is email, with a reply promised in one to two business days. Or the call connects to an offshore help desk where the staff, through no fault of their own, do not know much about the software itself.
None of that helps a retailer with a queue at the counter.
Tower Systems takes a different view. Support is personal, and it all starts with a conversation. Retailers who call Tower Systems talk to a human. Not a menu. Not a chatbot standing guard in front of the humans. A person who knows the software, because supporting it is their job.
That accessibility runs deeper than the help desk. Customers of Tower Systems can easily reach a human in support, in sales, and in leadership. Plenty of software companies keep their decision-makers well away from customers. Tower Systems does the opposite, and has for decades. It is a genuine differentiator, and retailers notice.
Why does this matter so much in specialty retail? Because context matters. A generic help desk can reset a password. It takes people who understand a retail channel to help with the question behind the question, the one about the business itself.
Tower Systems develops and supports POS software for local specialty retailers in Australia and New Zealand. The focus is only on indie retailers, not franchises or chains. That focus keeps the company close to the people it serves, close enough to answer the phone.
For any retailer weighing up POS software, here is a simple test: before signing anything, try to get a human from the company on the phone. The result tells you plenty. At Tower Systems, we’re here: 1300 662 957 or sales @towersystems.com.au If you’re in NZ, call 0800 444 367.
Learn more at www.towersystems.com.au.
Meet the Tower Systems sales chatbot: answers on your schedule
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Independent retailers work odd hours. You might be researching POS software while restocking on a Sunday night, or catching up on admin after dinner. Your questions don’t keep office hours and we understand that.
Our website has a sales chatbot that answers them any time. Visit towersystems.com.au and look for the small blue circle with a white square, bottom left of the screen. Click it and ask.
Our chatbot is only trained by us, about our software, what it does and does not do. It doesn’t hallucinate.
It’s trained on our software and handles specific questions, like:
- How much does the software cost?
- Do you have software for jewellers or garden centres?
- How do produce, farm supply and stockfeed stores use the system?
- How do toy shops, music shops, trophy businesses and newsagencies use it?
- What was in the latest software update?
You’ll get direct answers about features, integrations, the retail channels we serve, and pricing. Ask a follow-up and it keeps the thread, so you can dig into the detail that matters for your shop rather than starting again each time.
People in the software business ask why we’d make the chatbot so open. Couldn’t a competitor use it to look us up? Sure. They’d find out about us anyway. Our focus is the retailers we serve, and an open chatbot fits how we prefer to sell.
It’s also a fast way to qualify us out. If we don’t serve your retail channel, better to find that out in one question at the counter than across a 40-minute call you were too polite to end. The chatbot will tell you straight.
The chatbot is also useful after you become a customer. It knows what shipped in recent updates, so “what’s new” is a ten-second question rather than a trawl through release notes.
One more thing: we won’t stalk you. Ask as many questions as you like, anonymously. There’s no forced contact form and no follow-up calls, unless you ask to talk to a human. We think that’s how software should be sold: you decide when you’re ready to talk, and the information you need to decide is available at 10pm on a Sunday, because that might be when you have time to think about it.
Try it. Ask it something hard.
POS software support in your language, whatever your language
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Small business retailers are loving that they can ask a question about out Tower Systems POS software in their language, and get an answer in that language.
Ask a question in Vietnamese, get the answer in Vietnamese. Ask in Mandarin, Hindi, Greek, Arabic or Korean, and the answer comes back the same way.
Our POS software customer service chatbot understands questions in more than 40 languages and answers in the language of the question. Not vague, generic answers either. Specific detail on how to use the software: which menu, which button, what to do next.
Tower Systems has offered this for several years now, and customers are loving it.
Here is why it matters. Retail in Australia and New Zealand is wonderfully multicultural. Plenty of shop owners and their team members speak English as a second, third or fourth language. They run terrific businesses. But asking a technical support question in English, about software, under pressure, mid-shift, is harder than it should be.
The chatbot removes that barrier. You ask in the language you think in. You get an answer you can act on straight away. No waiting, no translating in your head, no putting the question off because it feels like too much effort.
English documentation has been the default in POS software support forever. That default quietly excludes a lot of capable retailers. Support in 40+ languages, available any hour the question occurs to you, makes professional POS software support genuinely accessible across multicultural Australia and New Zealand.
To be clear, the chatbot does not replace our human help desk. Our people are still here, on the phone and by email, delivering the locally based support Tower Systems is known for. The chatbot sits alongside them, handling the quick how-do-I questions at any hour, in any language, so the humans can spend their time on the questions that need a conversation.
We think this is what good software support looks like now. The technology has caught up with who our customers actually are.
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The right POS system or website for any retail business depends on the specific needs of the business. Tower offers POS software and websites made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
Small business retailers in control: Software Ideas: how our customers help shape what we build
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Most software companies decide what to build behind closed doors. A roadmap is set somewhere, customers find out when a feature appears or does not, and the cycle continues without them. At Tower Systems, our customers help decide what we build next, openly and on the record.
We call it Software Ideas.
Transparent and democratic software enhancement discussion.
Software Ideas is many years old and remains a key tool that Tower Systems customers love.
How it works
Any customer can submit a suggestion — large or small, anything that would genuinely help their business. Before it goes anywhere, our team checks that it can realistically be built. Once it passes that check, it opens for all customers to vote on.
The ideas with the most support move up the list. That list shapes what we develop next.
Why we built it this way
We could have kept our roadmap private. Most companies do.
We did not, for a straightforward reason: customers deserve to see what has been suggested, what others are supporting, and where the software is heading. We also check viability before a suggestion goes to a vote, so we are not raising expectations for things we cannot deliver. What goes to a vote is something we can actually build.
Priorities are not set by the loudest voice or the largest account. Every customer gets a vote.
What it means in practice
The people who understand a trade best are the ones working in it every day. They see the small frictions and missed opportunities long before any vendor would. Software Ideas gives that knowledge a direct path into the product, rather than leaving it in a support ticket or a conversation at a trade event.
Why it fits how we work
We build, sell, train and support our software ourselves, here in Australia, because we want a direct relationship with the retailers we serve. A system that lets customers suggest, check viability, and vote on what gets built next is a natural part of that.
If you want a software partner that builds with you rather than at you, Software Ideas is worth a look.
We love customer reviews
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Our testimonials page has plenty, including:
As a small rural supplies store in Queensland, we’ve recently started using AI Imports for processing invoices, and I can’t thank Michael at Tower enough for his support!
The time savings, 8 hours a week, for our small business have been incredible! While it doesn’t process every single invoice, it handles the majority of them and has made a huge difference to our day-to-day operations where invoices are concerned!
If you’ve been thinking about giving it a try, but aren’t sure, I’d highly recommend having a chat with the team! Thank you so much again!
— Tara & Cody. June 2026.
Free POS Software Training That Actually Helps You Run a Better Retail Business
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Most small business retailers buy POS software, get it set up, and then use about a third of what it can do. Not because they are not capable. Because running a shop is full-on, and there is rarely a quiet moment to sit down and explore.
That is the gap our free training program is designed to close.
We run regular online workshops for Tower Systems customers — short, focused sessions that cover the parts of the software that make a real difference in a retail business. Each one runs 30 to 60 minutes. They are free. You can attend live or watch the recording when it suits you.
Free POS software training helps indie retailers thrive.
We welcome training topic suggestions from our customers. In fact, some of our best sessions have come from customer suggestions!
The topics are not chosen at random. They come from what we see retailers struggling with, and from what separates businesses that thrive from those that tread water.
Loyalty programs are a good example. Most retailers know they have one in the software. Far fewer have it set up in a way that actually drives repeat visits. Our loyalty webinar covers discount vouchers, loyalty points, catalogues, and gift cards — not as a feature tour, but as a practical guide to keeping customers coming back.
Reporting is another. The data is there every day — every sale, every return, every slow-moving product sitting on the shelf. Our reporting session shows you how to read it, what to act on, and how to stop dead stock from quietly draining your cash flow.
We also run sessions on AI tools, stock accuracy, smart ordering, e-commerce integration, quotes and invoices, and more. Each session is built around a specific outcome, not just a list of features.
For retailers who have been using Tower Systems for years, these sessions often surface tools they did not know existed. For newer customers, they accelerate the learning curve considerably.
Good software pays for itself. But only when you know how to use it.
Our next sessions are coming up soon. Check the schedule and register for the ones that match where your business needs attention. It costs nothing and takes less than an hour.
POS Software Support in the Language of your Choice
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Human Based Help Desk: Achieving a Win-Win in Technical Support
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Effective communication is the foundation of a successful partnership between a retail business and its software provider. When a technical issue arises, the quality of the interaction with a help desk determines how quickly a solution is reached. Adopting a collaborative approach ensures that both the retailer and the support team achieve their goals efficiently.
Respecting the Value of Time
In a busy retail environment, customer service is always the priority. However, technical support calls often occur while a store is open. This can lead to situations where a staff member must pause a technical discussion to serve a patron. While understandable, these interruptions can hinder the troubleshooting process.
Frequent pauses disrupt the flow of a technical investigation. It makes it difficult for the technician to maintain focus on the root cause of an issue. When a call is fragmented, it takes longer to re-establish context. This delay can lead to frustration for the retailer and impacts the performance metrics of the support team. A win-win approach recognises that time is a shared resource.
Strategies for Efficient Resolution
To ensure a more productive experience, retailers can adopt a few strategic habits. These practices help the support team provide the best possible service.
Prioritise Email Contact: Starting a support request via email is often the most effective method.
Provide Full Context: Emails allow for the inclusion of screenshots and detailed descriptions without the pressure of a live conversation.
Faster Resolution: With all the information available upfront, the help desk can often find a resolution before a phone call is even needed.
Dedicated Focus: If a phone call is required, try to call when you can focus entirely on the conversation.
Managing Interruptions: If the shop becomes too busy, it is often better to offer to call back later.
A Collaborative Partnership
A successful relationship relies on transparency. If a store is understaffed, letting the help desk know you will call back at a quieter time is helpful. This allows the support team to manage their queue effectively. It also ensures that when you do speak, you receive their undivided attention.
By following these guidelines, retailers and software providers work together more effectively. This approach respects the professional requirements of both parties. It keeps retail operations running smoothly and ensures technical issues are resolved with minimal stress. When we value each other’s time, everyone wins.
Here at Tower Systems we strive to provide professional customer service that respects our whole community.
ANZAC DAY
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We’re closed today for Anzac Day. Customers with an urgent query can use our ChatBot which is live 24/7, or call the office and it will be forwarded to someone on call.
Navigating Data Conversion in Your Retail Business When You Switch POS Software
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Moving to a new Point of Sale (POS) system is a significant step. It offers the promise of better efficiency and modern features. However, the process of migrating years of information can feel daunting. Here at Tower Systems we help make switching POS software easy.
Bad data is the foundation of bad business decisions.
The Challenge of Inaccurate Data
A common hurdle for retailers is discovering that their current data is incomplete. This often happens because of inconsistent business processes. For example, a shop might have generated custom barcodes rather than using manufacturer codes. They may have also failed to use standard supplier stock codes.
Many business owners acknowledge they have “bad data.” They view a software switch as a valuable opportunity. It is a chance to clean up records and start fresh with a reliable database.
Modern Solutions Through AI
Modern POS software has evolved to solve these historical issues. The integration of AI tools now allows for the electronic processing of invoices. This significantly reduces the need for manual data entry.
By automating the capture of descriptions, barcodes, and stock codes, businesses can eliminate the primary source of errors. Tasks that once took hours of manual administration can now be finished in a fraction of the time. This allows staff to focus on serving customers instead of managing spreadsheets.
Transparency in Conversion Costs
Transparency is essential when discussing the financial side of a software switch. At Tower Systems, we allocate specific time for data conversion and one-on-one training. This usually covers standard stock and customer information.
Some requirements are more complex. For instance, importing several years of historical sales data involves extra work. In these cases, additional fees may apply. We believe in being open about these costs from the very beginning. This ensures a professional partnership without unexpected financial surprises.
Tower Systems is focused on supporting local specialty retailers. We develop software that helps small businesses manage their data with confidence and clarity.
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The right POS system or website for any retail business depends on the specific needs of the business. Tower offers POS software and websites made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
What Happens When You Switch to Tower Systems
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Changing your POS software is a serious decision. Here is exactly what the process looks like, from your first conversation with us to your first day trading with confidence.
We know that switching software is not something you do on a whim. Your stock data, your staff, your customers, and your daily trading are all involved. The risk of getting it wrong feels real — and it is.
That is why we have built a process that is structured, transparent, and personal. More than 3,000 independent retailers across Australia and New Zealand have made the move to Tower Systems. Many are trading within a day or so. Most tell us they wished they had done it sooner.
This post explains exactly what happens, so you can decide whether switching is right for you — without any pressure from us.
The questions we hear most often
Before we walk through the process, here are the six questions retailers ask us most when they are considering a switch.
Will I lose my data?
No. We work with you to migrate your existing stock, customer, and supplier data into Tower Systems before you go live. What we can bring across depends on your current software.
How long does it take?
Many retailers are trading in a day or so. It depends on your data and business needs. We work with you on the timing that best serves your need.
Will my staff cope?
Training is part of every setup. We do not hand you software and walk away. We train your team and stay available when questions come up.
Do I need new hardware?
Not necessarily. We assess your existing equipment during the process and let you know what is compatible and what, if anything, needs upgrading.
What if it does not suit us?
We rent our software month to month. There is no long-term contract. If Tower Systems is not the right fit, you can cancel with 30 days notice.
Is support available when I need it?
Yes. You speak to a person in Australia or New Zealand who understands your type of retail business — not a chatbot or an offshore call centre.
The switching process, step by step
Every retailer is different. This is how the process typically unfolds.
STEP 1 — FIRST CONTACT
We learn about your business
The first conversation is about you, not about us. We want to understand your business type, your current software, what is working, and what is frustrating you. This helps us assess whether Tower Systems is genuinely a good fit.
If we do not think our software suits your needs, we will tell you. We would rather be honest than waste your time.
STEP 2 — FREE DEMO
We show you the software in action
We run a free, no-obligation demonstration tailored to your retail type. If you run a gift shop, we show you gift shop workflows. If you run a bike shop, we focus on the tools that matter to bike retailers.
This is your chance to ask every question you have. There is no time limit and no pressure to decide on the day.
STEP 3 — DECISION
You decide — on your terms
After the demo, take the time you need. Some retailers decide quickly. Others come back with more questions. Both are completely fine. We do not use countdown timers, limited-time offers, or high-pressure follow-up calls.
STEP 4 — DATA MIGRATION
We bring your data across
Once you sign up, we assess what data you currently hold and work with you to migrate it into Tower Systems. What we typically bring across includes:
- Your stock file — products, barcodes, descriptions, and pricing
- Customer records and loyalty balances (where applicable)
- Supplier details
- Historical sales data, where your current system allows export
We will give you an honest assessment of what can and cannot be brought across. We have migrated data from a wide range of systems including MYOB Retail Manager, Lightspeed, Square, Shopify POS, Counter Intelligence, and Epos Now.
STEP 5 — HARDWARE CHECK
We assess your equipment
Tower Systems runs on standard retail hardware. In many cases, your existing computers, receipt printers, barcode scanners, and EFTPOS terminals will be compatible. We check this early so there are no surprises on go-live day.
We also do not lock you into a specific payment provider. We work with Tyro and Linkly-compatible terminals, and you choose the EFTPOS rate that suits you — we do not take a cut of your transactions.
STEP 6 — TRAINING
We train you and your team
Training is not an optional extra. It is part of the process. We provide structured training covering the tasks your staff will use every day — processing sales, managing stock, running reports, and handling customer accounts.
You also get access to our online knowledge base: step-by-step guides and video tutorials for every feature in the software, available 24 hours a day.
STEP 7 — GO LIVE
You open the doors on Tower Systems
Go-live is planned carefully. We work with you to choose a time that minimises disruption — often after hours or at the start of a quiet trading period. We are available during your first trading sessions to support you and your team.
Most retailers find the first day easier than they expected. Having well-migrated data and trained staff makes an enormous difference.
STEP 8 — ONGOING
We stay with you
Switching software is the beginning of a relationship, not the end of a transaction. After go-live, you have access to our help desk, our knowledge base, regular software updates, and our customer community — including the ability to suggest and vote on software enhancements.
When you contact us, you speak to someone who understands your type of retail business. That is one of the clearest differences between Tower Systems and larger, more impersonal competitors.
“The thing that surprised me most was how smooth the whole process was. I had been putting it off for years because I thought it would be too disruptive. It really was not.”— INDEPENDENT GIFT SHOP OWNER, VICTORIA
Ready to find out if Tower Systems is right for you?
The best next step is a free, no-obligation demonstration. We will show you the software as it applies to your specific type of retail business — and if it is not the right fit, we will tell you that too.
Book a free demo
No pressure. No time limit. Just a demonstration tailored to your retail business.
Australia: 1300 662 957 | New Zealand: 0800 444 367 | sales@towersystems.com.au
Helping small business retailers master POS software: Enhancing retail performance through collaborative learning
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Already in 2026 we can see retail changing, local small retail especially. It’s exciting and challenging all at once for small retailers.
We understand the challenges of keeping up with technology for small business retailers. For years we were retailers ourselves. That lived experience helps us understand.
Small business retailers need a partner who understands the nuances of local retail and provides the tools to navigate a competitive market. Tower Systems addresses this need through a structured series of free POS software customer training meetings designed to help retailers extract maximum value from their point-of-sale technology.
These meetings are professional, interactive webinars. We focus on practical outcomes that affect the daily operations of a shop. The sessions are concise, typically running for thirty to sixty minutes. This allows busy store owners and managers to participate without significant disruption to their trading day. Each session includes dedicated time for questions and answers, ensuring that specific business concerns are addressed.
Mastering the essentials for business protection
Initial meetings in the series focus on mastering the Retailer software and support resources. These sessions cover essential shortcuts and backup protocols that protect the business from data loss. By understanding these technical fundamentals, retailers can reduce operational mistakes and ensure their systems run efficiently. This technical proficiency provides peace of mind and allows staff to focus on serving customers.
Driving growth through data and insights
Data is one of the most valuable assets a small retailer possesses. However, data is only useful if it leads to better decisions. Tower Systems hosts POS software training sessions on unlocking growth through leveraging data. These meetings help retailers identify their most profitable products and uncover hidden trends. By using evidence-based insights, business owners can stop dead stock from draining cash flow. This approach allows for more strategic investment in inventory that genuinely drives revenue.
Innovating with artificial intelligence
POS software embedded artificial intelligence is essential in retail today. In our training we explore how AI integrations within our POS software can improve efficiency. Participants learn how to automate product descriptions and blog posts. They also see how AI can assist with supplier invoices and complex reports. Implementing these tools helps a small business operate with the sophistication of a much larger competitor while saving significant time on administrative tasks.
Strengthening customer loyalty and retention
A sustainable retail business relies on repeat customers. The meeting series covers various strategies for building loyalty that lasts. This includes the effective use of discount vouchers, loyalty points, and gift cards. Retailers learn how to create discount profiles that reward their best customers without eroding margins. By deepening the value of every visit, stores can improve brand awareness and ensure long-term stability in their local community.
Streamlining inventory and online sales
Managing complex stock is a common pain point for many specialty retailers. Sessions on building bundles, kits, and variants provide a solution for structured inventory management. This is complemented by training on smart ordering strategies. By using automatic orders and reorder reports, retailers can eliminate the guesswork of manual purchasing. This ensures that popular items are always in stock, preventing missed sales opportunities.
The integration between the physical store and the digital world is also a priority. Meetings on e-commerce connections help retailers manage their webstores with confidence. This ensures that online stock levels accurately mirror what is on the shelves. A reliable online presence allows a business to win sales at any hour of the day.
Continuous improvement for the independent retailer
These customer meetings represent a commitment to ongoing education. They are available to join shortly before the scheduled start time through a simple online interface. By participating in these sessions, Australian and New Zealand retailers can stay updated on the latest software enhancements. This collaborative environment fosters a community of informed business owners who are better equipped to thrive. Investment in knowledge is the most effective way to ensure a retail business remains resilient and profitable for years to come.
These regular free training sessions in our POS software are another way we are helping local small business retailers benefit from their use of our POS software.
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The right POS system or website for any retail business depends on the specific needs of the retail business. Tower offers POS software and websites made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
Supporting the Mental Well-being of Small Business Retailers
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Mental health is a significant challenge within the small business retail sector. Local business owners often face an overwhelming amount of pressure from various directions. Financial concerns, the evolving landscape of the high street, and complex supplier relationships all contribute to this burden. Additionally, managing staff and day-to-day operations can leave retailers feeling isolated and swamped.
A Conversation-First Approach
At Tower Systems, our POS software help desk operates differently. We don’t follow rigid scripts because we view every interaction as a meaningful conversation. Sometimes, a retailer calls not just for technical support, but because they simply need to be heard. Our team is trained to listen first. We understand that by providing a listening ear, we can help ease some of the immediate pressure a business owner is feeling.
Many of the calls we receive involve issues that are only loosely related to our software. Regardless of the topic, our priority is to offer support and guidance wherever possible. We believe that even a slight reduction in stress can provide a retailer with the clarity needed to make important decisions for their business.
Strengthening the Retail Community
Our commitment is exclusively to small business retailers. We believe in the vital role that independent shops play in local communities across Australia and New Zealand. Whether it is a newsagency, a garden centre, a toy shop, or a pet store, these businesses are the backbone of our towns.
Running these businesses can be a lonely experience. By acting as a comforting voice or a helpful resource, we aim to strengthen the small business community. We want retailers to know they are not alone in their journey.
Beyond Software
While we are a software company dedicated to delivering high-quality point of sale solutions, we are also people helping people. If a retailer is concerned about the health of their business, we provide the tools to help them understand their current position. By offering data-driven insights, we help owners see the steps they can take to improve their situation.
Improving the health of a business is often the first step toward improving the mental well-being of the person running it. We are here to provide professional, courteous, and gentle support to ensure our customers can find enjoyment in running their retail businesses.
We Help Small Business Retailers Find Their Next Step
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For a small business retailer, the most difficult challenge is often deciding what to do next. Daily life in a shop is a whirlwind of immediate tasks: cleaning, stocking shelves, managing staff, and negotiating with landlords or banks. These responsibilities pull owners in a hundred different directions every single day.
Having a viable next step helps local small business retailers thrive.
By the time the doors close, a retailer might feel exhausted from a hard day’s work. However, there is often a nagging sense that while they were busy, they did not actually make progress on the business itself. This feeling of defeat stems from focusing on maintenance rather than on actions that provide genuine value for the future.
A Different Approach to Retail Software
At Tower Systems, we recognise this cycle. While point-of-sale software is common, we focus on providing tools that help retailers identify valuable next steps. It is not just about pushing buttons or reading dense reports that take hours to analyse. It is about identifying specific actions a retailer can take today to benefit their business tomorrow.
The Insights Dashboard
We have designed our software to provide a clear path forward through an Insights Dashboard. It uses simple categories to highlight opportunities that are often overlooked:
- What’s Working?: Owners often believe they know their best performers, but this data frequently surprises them by revealing hidden strengths in their inventory.
- What’s Not Working?: This identifies areas where the business is stagnant, allowing owners to address inefficiencies they might have otherwise ignored.
- What Am I Missing Out On?: This is perhaps the most critical insight. It tracks items that were out of stock which customers would have purchased.
Uncovering Hidden Value
The financial impact of these insights can be significant. In one instance, a retailer discovered they had missed out on $25,000 in revenue over a 12-month period simply because certain items were out of stock. That represents roughly $12,500 to $13,000 in lost gross profit.
Our mission is to help local, independent, small business retailers thrive. We are not interested in serving large franchises or big corporations. We believe that by providing clarity and identifying real opportunities for growth, we can help small businesses succeed in a competitive market. When our customers grow, we grow with them.
Through our work, we help local small business retailers find that next step.
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The right POS system or website for any retail business depends on the specific needs of the retail business. Tower offers POS software and websites made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
Listening to the Front Line: How Customer Ideas Drive Our Software Development
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POS software should not be a static tool. As the retail landscape shifts, the technology you use to manage your business must evolve alongside it. At Tower Systems, we believe the best insights for this evolution come directly from the people using our point-of-sale software every day in their shops.
For 16+ years, we have maintained a dedicated platform called Software Ideas for our POS software customers. This facility is a core part of our development cycle, providing every customer with a direct line to our development team. It is a transparent, collaborative space where the future of our software is shaped by those who understand the practical needs of retail best.
A Transparent Process for Real-World Solutions
The concept is straightforward: any Tower Systems customer can submit a suggestion for a software enhancement. Once a suggestion is posted, it becomes visible to our entire user community. Other retailers can then view these ideas and cast their votes for the features they find most valuable.
This process serves several vital functions:
- Direct Feedback: It provides us with a clear, data-driven resource to consult when planning our next software updates.
- Prioritisation: Voting helps us identify which enhancements will have the most significant positive impact on the broadest range of businesses.
- Community Knowledge: Sometimes, a user might suggest a feature that already exists. In these cases, our software development manager provides feedback to show the user where to find that specific tool.
- Refinement: If an idea is new but needs more detail, we engage in a two-way conversation with the retailer to fine-tune the concept before it moves toward development.
Innovation Through Collaboration
Every update we release includes enhancements that originated from our customers. We take pride in this collaborative approach and make it a point to credit the retailers behind these ideas in our update notes. It is our way of saying thank you for helping us build a more robust and effective tool.
We believe this level of openness creates certainty. Our customers know their voices are heard and that they have a genuine stake in the tools they rely on to run their businesses. If you find that your current software provider is not listening to your needs or providing a way for you to influence the product’s direction, it may be time to consider a different approach.
Good point-of-sale software must be agile. By listening to the retailers on the front line, we ensure that Tower Systems remains a practical, evolving, and human-centred solution for the modern retail environment.
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The right POS system for any retail business depends on the specific needs of the retail business. Tower offers POS software made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
The Human Advantage: Why Personal Service Matters in Modern Retail
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In an era of automated phone menus and outsourced call centers, many businesses have lost sight of the human element. You have likely experienced the frustration of navigating a complex push-button system only to wait in a long queue. Perhaps you were eventually connected to an offshore agent reading from a rigid script, or forced to use an email system that does not allow for replies. This shift towards automation often creates a barrier between a business and its customers.
Retail is Inherently Personal
At Tower Systems, we believe that retail is fundamentally about people. When a customer walks into a local shop, they are looking for more than just a product. Whether they are buying a new game, a book, a piece of jewellery, or pet supplies, they have many options for where to spend their money. Often, the deciding factor in where they shop is the quality of the personal interaction they receive.
A positive retail experience is built on connection and service. Customers value the opportunity to speak with someone who understands their needs and can offer genuine advice. This human connection creates loyalty and trust, which are essential for the long-term success of any independent business.
Our Commitment to Real Interaction
We understand that our point-of-sale software customers—who are small, specialty retailers across Australia and New Zealand—rely on providing excellent service to their own communities. It is only fitting that we provide that same level of care to them.
When you contact Tower Systems, you will not be met with a machine or a script. If you call us, a person will answer the phone. If you email us, a human will write back. Our team is based locally in Australia and New Zealand, ensuring they understand the specific environment in which our customers operate.
Better Support Through Conversation
True support requires active listening and a two-way dialogue. Our help desk staff do not follow rigid scripts or rely on technical jargon. Instead, they engage in a natural conversation to understand exactly what is happening in your business.
If you encounter an issue with your software, we want to know the details:
- What were you doing when the issue occurred?
- How did it affect your workflow?
- What specific outcome are you looking for?
This approach treats our customers as colleagues and equals. By fostering open communication, we can provide more effective solutions that help your business thrive. We are proud of our dedicated team and their commitment to maintaining a high standard of personal service in everything we do.
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The right POS system for any retail business depends on the specific needs of the retail business. Tower offers POS software made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
Advancing small business retail efficiency: Insights into the latest Tower Systems POS software update
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The release of our Tower Systems Retailer 3.4.4 POS software last week marks a significant step forward in how specialty retailers can leverage technology to simplify daily operations. This update introduces further advanced artificial intelligence tools and refines essential product lookup integrations, particularly for those in the book and newsagency trades.
This update, our first for 2026, sets us on a path of expansion of benetfits and services for our small business retail customers. Our development team has focused on practical features that save time and provide profit-focussed business insights and assists.
Sophisticated AI tools for everyday tasks
A major highlight of this version is the expanded AI integration. We have introduced support for Anthropic’s “Claude” model, giving retailers more choice in how they utilise AI within the software.
The new AI Report Analysis feature turns data into action. When previewing a report in Retailer, users can now select an AI Analysis button. The system reads the report and provides a concise summary of key insights. This allows retailers to identify trends or issues immediately without manually auditing every line of a spreadsheet.
The AI Invoice Import has been enhanced with a file upload option. Rather than just sending extracted text, the system can now send the raw invoice file to the AI model. This improves the accuracy of reading images and scanned PDF documents. In our testing, this method is often more cost-effective and delivers superior results for complex invoices.
Improved integrations for book retailers
For bookshops and newsagents, managing bibliographic data is a core task. Retailer 3.4.4 introduces a unified “External Feeds” screen. This combines several product lookup integrations into one interface, including:
- TitlePage (now updated to the latest API)
- Nielsen BookData
- Bowker Books
- Barcode Lookup
The update to the TitlePage API is particularly important. To maintain this connection, users will need to request a new security token from TitlePage. This ensures a more secure and stable data flow for your book inventory.
Refinements across the system
Beyond the headline features, this update includes numerous improvements driven by user feedback. These changes target various areas of the software to ensure a smoother experience:
- Customer Management: When searching for a customer, the search term now prefills the “Add Customer” screen, saving time during new registrations. We have also added the ability to hide “Please Pay By” dates on statements for those who prefer a different layout.
- Point of Sale: We have reinstated the print button on receipt previews and improved the speed of adding items to quotes.
- Invoice Arrivals: A new “Save & New” button allows for a quicker transition between processing multiple invoices.
- Stock Management: An “Author” column has been added to the Stock Manager, providing better visibility for book-related inventory.
This update reflects our commitment to providing Australian retailers with tools that are both powerful and easy to use. By integrating AI and refining our core database connections, Retailer 3.4.4 helps you focus less on administration and more on serving your customers.
There are plenty of enhancements in this update that link directly back to suggestions from customers, for which we are sincerely grateful.
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The right POS system for any retail business depends on the specific needs of the retail business. Tower offers POS software made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
Australia Day holiday
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Our offices are closed today for Australia Day. If any customer has an urgent need, call the office and our phone system will connect you with an after hours team member.
Can you help me understand this? When POS software help desk support goes beyond the software itself
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The quick (TL;DR) take: A POS software help desk can do more than fix errors; it can provide clarity. At Tower Systems, we move beyond technical troubleshooting to help retailers understand the “why” behind their data. By leveraging local expertise and human conversation, we empower you to find the insights necessary to run a more valuable and enjoyable business.
Now, let’s get into it.
“Can you help me understand this?” is a question we do get from time to time on our POS software help desk. A retailer or someone working in a shop where our Tower Systems POS software is being used asks us for advice, understanding, context for a report from our software or maybe an insight from our AI powered business performance insights platform.
Since our help desk is staffed locally by humans with retail experience and terrific knowledge of our POS software, we are often able to provide the understanding being sought.
We don’t people what to think. That’s up to them. We can, however, help them understand for themselves and from this comes a better understanding of the performance of their retail business.
We love doing this, helping small business retailers better understand their business for it is from this understanding that they can run a more enjoyably and more valuable retail business.
This engagement with POS software customers is different to the usual POS software help desk experience.
- No scripts: We do not force you through a rigid series of questions.
- Human context: We listen to your specific situation and provide advice based on Australian and New Zealand retail conditions.
- Institutional knowledge: Our long-term team members bring decades of specialty retail experience to every call.
As we navigate 2026, the ability to have a meaningful conversation with a partner who understands your trade is a competitive advantage. Whether you are looking for clarity on stock performance or navigating a change in your business, having a path to follow makes the journey easier.
Retail is personal after all. The service you provide customers in your shop is what you’ll be remembered for. The same is true for us and our POS software customers. We understand it and do the best we can in our engagement with our customers.
Good POS software is more than a repository for data; it’s a gateway to success for the business and those who rely on it.
When you ask us to help you understand a report or a specific insight, you are engaging with a team that values your growth as much as you do. In an era where many software companies hide behind automated ticket systems and offshore scripts, we choose to invest in human expertise and unscripted conversations. By taking the time to provide context and clarity, we ensure you have the confidence to make the decisions that keep your business unique and profitable.
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The right POS system for any retail business depends on the specific needs of the retail business. Tower offers POS software made specifically for local small business retailers in a selection of retail channels. To see if we might help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
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