CategoryCustomer Service

Unlike many businesses, we are open today, the day before Australia Day. Some of us are already in and hard at it.

While many companies in Australia are closed this morn ing Monday, the day before the Australia day holiday, we will be open and at full strength serving our customers and helping them enjoy their POS software.

Tower Systems is the only POS software company in each of its marketplaces to attend and meet with senior HP executives at the NRF Big Show in New York this week. The opportunities flowing from the attendance and discussions are valuable to Tower and our customers as we gain even more comprehensive insights we can leverage for our customers.

The value of overseas travel to seek out the best for our customers is evident.

It is in this Christmas / New Year period when software companies that are actually open carry the load for others. We have taken calls that ought to have been handled by others yet could not be as they are closed.

Suppliers to small business retailers are notorious for this – for being closed when they should be open providing the customer service they claim to provide.

While we are happy to help, it is frustrating that lazy suppliers get a free ride from our generosity and the forgiving nature of our customers and their customers.

Small business retailers using the Tower Systems POS software have access to our after hours help desk network today.

With Boxing Day Sales already in full swing, having access to assistance is important for retailers. Too many retailer suppliers are closed. Tower Systems is not, we’re here to help.

While our offices may be closed for Christmas, to give our team members time with their families, our support services are still available – as several customers found out today already. While none of their queries were to do with issues with our software, that we were available to provide advice on internet and other issues was a comfort to them. We are grateful to be of service.

Our POS software help desk has closed for the Christmas break. We re-open December 29 at 7am. All our after hours contact points are operating right through the Christmas period.

Have a wonderful Christmas.

These last few days before Christmas are proving to be busy for us on our POS software help desk. The type of calls we are receiving reflect a business in retail. This is good news as most of our customers are independent small retail businesses. Their business is important to us.

To ensure we make these last few days before Christmas calm and producing we have all hands on deck assisting customers, providing training and other help so they get the most from their Tower software. By all hands, we mean everyone. Tower is a very flat company with people across the business tasked to provide the excellent customer service for which we are known.

Tower Systems has implemented enhancements to its CRM, Customer Relationship Management System that provide team members in the company with better tools for serving customers. The enhancements provide new facilities commensurate with the growth we are experiencing and with changes in technology delivery platforms worldwide.

Software companies need quality tools if they are to deliver quality service to their customers.

Our work with the Sugar CRM system and the integrations we have made provide us to excellent service opportunities.

We appreciate the thoughtfulness of suppliers and colleagues as they thank us at Christmas time. This year already we have received an abundance of gifts we are sharing with colleagues in-house.

This beautiful box of Krug Vintage 2000 will be especially appreciated. It is a fine drop.

While we are thrilled to work with so many wonderful companies and people in those companies in what we do here at Tower Systems, this special appreciation of the bottle of Krug from them is something for which we are most grateful.

Christmas cheer is in full taste.

Here are tell-tale signs a POS software company fails its customers:

1. Software is updates without advance notice and without allowing small business retailers to choose whether to use the update or not.
2. Support calls take hours or days to be responded to.
3. No regular free training.
4. No user meetings.
5. No easy to navigate plain English online advice.
6. No comprehensive video training library.
7. No transparent process for choosing what is in software updates.
8. No easy ace to senior management or the ownership of the company.

POS software companies that fail in these and other ways damage the reputation all software companies. They make our job harder.

Small business retailers love being able to talk directly with our software development experts.

Our customers love being able to find out more about the software, discuss future plans and explore opportunities beyond what may be covered in a help desk discussion.

Too many software companies hide their development experts away from customers. Not Tower Systems.

Our leadership team and out software development team are accessible to our customers, giving our customers an advantage over retailers using POS software from companies that do not provide such transparency.

This is a Tower systems difference, an advantage for our retail partners over others, a way we help our retailers and how they help us as we have a shared goal of providing the best solution for we know that will help us grow market share.