The POS Software Blog
News from Tower Systems about locally made POS software for specialty local retailers.
Here is a new video from us made especially for those who have purchases a retail business that is already running our POS software. This video is one of many new videos we have produced in house for our customers.
The POS software developed by Australian POS software company helps retailers pursue better customer service experiences.
From fast and accurate processing of sales to easier reordering to easy handling of customer queries, retailers are able to use the software to drive outcomes that focus on the customer experience.
With customer service being a key differentiator for retail businesses, having access to customer experience centric tools can be a competitive advantage.
Tower Systems goes beyond providing access to excellent customer service tools. It provides training and personal business integration assistance to help retailers themselves leverage the benefits Tower promotes as being in its software.
Owning and operation retail businesses ourselves, we understand the demands for better customer experiences and the commercial value to a retail business.
Every week we offer free training opportunities, access to useful articles and access to training videos all designed to help retailers improve the customer experience in their shops.
Tower Systems is thrilled to announce details of a national POS software user meeting tour in capital cities. We will be offering free training, insights into the latest released software and previews of what is coming. This will be an exciting interactive event where our customers will have access to senior management of our business.
For many years Tower Systems have offered the option to its customers to pay for software support on a monthly basis. This offer continues today. We see it as respectful good customer service.
Our support fees are transparent with the same price for all customers using a software package. This transparency builds trust and trust is important to us.
We won a customer last week on the back of them calling our help desk and posing as a customer. They were thrilled a human answered the phone and wanted to hear from them about their query regarding our software. Their experience with another software company has been struggling with a computerised phone system to log a call and wait for someone to call back who runs through a script from which they cannot deviate to find out what the question is about.
We refuse to do this at Tower Systems.
Since retail is personal, so to should a retail software help desk experience be personal. We do this well and enjoy our personal contact with our customers.
The Tower Systems POS software help desk is open to 6PM AEST with after hours coverage being 24/7 through our network of mobile phones. The office based help desk being fully staffed to 6pm enables us to help customers with any end of shift queries and we know from shopper feedback this service is appreciated.
Between 5pm and 6pm is when we get most queries about end of shift from queries from a new staff member through to backup queries if they have switched media or made some other change.
Being here to answer these queries is an important part of the service we provide our customers. It is a service they would not get from a remote overseas located help desk that is only accessible by email.
When it comes to help desk support, retailers get what they pay for. We are proud to provide the personal premium service our customers love.
Tower Systems is proud of the personal service it provides to small business retailers using its POS software.
Retailers engaging with the Tower Systems POS software can expect to increase sales, cut mistakes, save time and make fact-based business decisions – all thanks to high-level personal service provided by the company through its professional team.
Tower Systems has been in business since 1981. The software we sell today is fresh, designed for today’s needs. Use it and expect to reap rewards. We are a trusted Aussie success story working only with independent small business retailers, providing personal service you can trust.
When you call us you speak with a human, every time. We don’t hide behind a general email address or an overseas call centre. We don’t sell through agents. We make the software we sell. We are here to personally serve you.
Attention to personal service matters to small business retailers as it is through your personal service that you define your business.
We own retail shops ourselves where we use our software. We walk in your shoes.
Travis, the new Tower Systems help desk team member next week passes through the next phase pf training with several days on site in the field installing a new system and providing training – under the guidance of our longest serving POS software trainer.
Our structured training process of new team members provides for far more experience than in-office training. The result is practice shop floor reference points in how to use the software.
This is a valuable point of difference at Tower Systems. Our help desk people do not follow scripts. Rather, they draw from experiences through which they can help customers not only with how to software queries but also the why.
Retailers using the Tower POS software love that they have office based help desk service from 7am AEST. Most early morning questions are more about training and business advice than your usual help desk calls. Being able to get these addressed early in the day helps with productivity with and enjoyment of the software.
The Tower help desk has opened at 7am AEST for many years. It’s a point of difference for us.
While our after hours service is 24/7, it is through an office-based help desk service where we have access to the full deck of services through which to answer questions, provide access to additional resources and log into client systems. It is the best platform for service.
Our Sydney office is in the middle of a region hit by power outage today. While the power company is working on this, all our NSW customers can call any other Tower office or email us and we’ll call right back. We did email this information to all customers earlier.
Retailers are saving time and money by using Tower cloud Backup service to back up their POS software data safely and securely.
For more information on how the Tower Cloud Backup Service works click here.
Ten days ago a new IT professional joined our help desk. Following comprehensive training, Travis has started taking calls under guidance with a mentor from our team. We take care with new help desk team members and slowly add to the types of calls they can handle. The training process is comprehensive and structured.
One of the most important activities for service business is listening our customers. This is what we have been doing this weekend at the Melbourne Gift Fair. We have caught up with plenty of users of our POS software. We have been actively listening to feedback on what they love about us and our software and what we can improve.
It is important for any business to put itself in front of customers for this type of interaction. Hiding from them is not good customer service and will multi,lately see more of them flee from you. We do this regularly at trade shows – sixteen this year. We appreciate the opportunity.
The last thing small business retailers want is POS software that changes without warning. They need to control when their software changes and the extent of the change they introduce in their business.
This is what retailers tells us and why here at Tower Systems our customers have control over when updates are loaded and which updates are loaded.
It is a point of difference for us in some niche retail channels, a point of difference driving sales.
Retailers using the Tower Systems POS software have access to 626 knowledge base articles. This is an extraordinary resource for small business retailers.
Each peer-reviewer knowledge base article is a step by step guide to how to use part of the sPOS software. Combined, the articles are a how to make your business more valuable as a result of using the software.
Accesses through an easy to sue search facility or searched using plain English searching, the knowledge base is a valuable resource for Tower customers.
Each week we refine content in articles and work on new articles to be added. We also remove articles that are no longer relevant.
The knowledge base resource is better than a user manual. It serves the 3,000+ Tower Systems customers well and acts as a valuable reference resource our customers can tap into at any time.
This is another example of the Tower AdvantageTM.
Ww are experiencing a massive day of calls to the help desk today with retailers doing stock takes and other EOFY tasks. We have everyone taking calls and helping in every way humanly possible. It’s days like today that test any software company dealing with small business retailers.
In another show of customer respect and service, Tower Systems confirms that it does not record help desk calls. We refuse to be part of the process of recording calls and keeping these for future reference.
While those recording them say they do for training and coaching purposes, we think they hold them as a reference against customers in the event of a dispute. We don;t want to be part of that culture.
We make notes about advice and provide feedback and advice to customers in writing by email if warranted as a result of a call. We also share links to appropriate knowledge base articles to help retailers as a follow up to a call.
We don’t like our calls being recorded when we make them so we think why do it to our customers. Customers agree.
A retailer who shifted to our POS software commended last week to us on our comprehensive video training library and the technology platform we developed for providing access to this training library.
I love it! I love that I can watch a video over at home. I love that I can get my staff to watch videos of the parts of the software they use.
The Tower Systems video training library is a unique and valuable resource, enabling retailers using the software to be able to access training as they want, as they get further into the software.
The investment by Tower Systems in creating the training resources reaps dividends for the company as it enables us to demonstrate a valuable point of difference.
The Tower Systems sales team provide access for business owners considering the use of our software – to show first hand the value of our training facilities.
This advice seems simple, obvious – yet it is advice that must good POS software companies repeat daily. Here at Tower Systems we take this seriously we offer advice on how to use the software well, how to run a better business with the support of the software
Going beyond what is traditional in POS software support, Tower Systems helps its customers get more. Here are some of the ways retailers can use their POS software well:
This list is just a start on how to use your POS software well. Too many retailers use their software as a glorified cash register and we don’t like that. There are plenty more ways retailers can use their POS software to run more efficient and valuable businesses.
The employee theft advice Tower Systems provides its users goes beyond our smart POS software and well into the area of small business management. Offered as part of our comprehensive Knowledge Base, our advice is based on years of work with business owners, police in various jurisdictions and prosecutors to bring people to account for theft in retail businesses in which they work.
This type of advice covering business management goes beyond what is typical for a POS software company. It demonstrates a level of commitment from Tower Systems that is unique, a commitment of which we are proud.
The best feedback we have received is from those following this advice who have successfully detected earlier than otherwise might have been the case theft by an employee, detection that enabled them to gather the necessary evidence to act.
Every day here at Tower Systems we are involved with our customers beyond what is traditional for a POS software company. While we are happy to help with POS software queries, we are equally happy to help with business management advice beyond the software. As our motto say, We’re here to help.
And how can I use that information in the business?
This is a question that can stump someone working on the help desk as a POS software company as it goes beyond the what and how and delves into the why. The answer to this question is a chink of gold that can be mined using smart POS software.
This is a questions the Tower Systems help desk team members can answer because the understand the why: why the software matters, why the data harvested is valuable, why a business owner wanting to grow the business will want to use the data.
This information is vital in small business as it is information that unlocks the real value of POS software for these small independent business users.
We can help small business owners understand data on reports as they relate to their specific businesses. Context is everything as they say and we know POS software cannot be one size fits all. A datapoint could be used by three different businesses in different ways depending on other metrics and KPIs. This is where our help desk team is smart and engaged.
Beyond the shat and how, our POS software help desk team loves to delve into the why.
We are thrilled with the feedback from our customers about the ever expanding Knowledge Base accessible framer POS software support website.
Packed with proprietary information, this Knowledge Base is a wonderful resource as we can share with customers in response to queries where documentation supporting an over the phone answer helps.
What is especially good is the feedback from customers that helps us enhance the Knowledge Base experience further.
This is another benefit of the proprietary and exclusive Tower AdvantageTM program.
Tower Systems offices are closed today for the Queens’d Birthday public holiday in the majority of states. All our after hours numbers are up and running.
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