Saturday support for small business retailers

In addition to our after hours 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.

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.

Does your POS software have a mandatory weekly, monthly or annual fee?

We are welcoming another customer this week who is switching from another POS company because they were told, when they purchased the system several years ago, that there would never be a mandatory support fee.

Despite the promise, they have been hit with ever an increasing mandatory software support fee. This year, the fee approached $4,000.

The company has never responded to their complaint. It was only through a chance meeting with another business owner that they released they could switch software companies and not have a mandatory software support fee.

Tower Systems does not have a mandatory software support fee. Customers can continue to run the software if they are not covered by support. This has always been the case with us.

Any time a POS software sales rep makes a claim on which you rely, get it in writing on their letterhead with a person in authority signing. It is the only way.

While we are thrilled to welcome another customer, it is disappointing for them they have had such a bad experience.

Customers love the transparency of POS software help desk call traffic

Our customers are telling u they love that they can see our POS software help desk call traffic data live at our web site.

We show the current active call number along with the number of calls closed in the data.  The data is updated every fifteen minutes.

Transparency equals a clear commitment to customer service. That is why we have made the necessary changes to our internal call tracking system to provide easy access to current data.

A common complaint we hear about POS software companies is poor customer service. Good service starts with showing our busy thou are. This can fluctuate through the day – the live shows this and can therefore help customers to consider alternative sources of answers.

We are grateful to our customers for the feedback they have provided on this initiative.

Free POS software ecommerce workshop for small business retailers in Sydney

We are bringing our free workshop: Connecting online and in-store, how to make ecommerce work for your small business to Sydney next month. Click the links below to book. each session will run for 2 hours. Refreshments provided:

  • August 10, 8am. Figtree Conference Centre: Mission Room, 5 Figtree Drive, Sydney Olympic Park NSW.
  • August 10, 11am. Figtree Conference Centre: Mission Room, 5 Figtree Drive, Sydney Olympic Park NSW.

We will demonstrate live websites that are connected to our Retailer software in local businesses. we will also show how to transfer stock to a website and how to manage images. We will answer all your website related questions. Bookings are essential.

Tower Systems small business POS software frequently asked questions

Where are you based?
Our head office in in hawthorn, Victoria – 3A Lynch Street. We’d love you to visit! We also have offices interstate.

Who owns Tower Systems?
Mark Fetcher. Ph: 0418 321 338 or email: mark@towersystems.com.au.

How many customers do you have?
More than 3,500.

Do you sell to big business?
No.

Why do you only sell to small business retailers?
There is a difference between the needs of small business owners and big business owners. We prefer to have manny customers than a few big customers. We understand small business retail and we love helping small retail businesses flourish.

How can I find out more about your software?
Contact one of our sales people and they will show you our software for your type of business. This demonstration can be online or in your business.

How often is your software updated?
Constantly. We usually release three major updates a year.

What is in the updates?
The majority of enhancements are determined by our customers through a transparent suggestion and voting process.

Do I have to pay for software updates?
Updates are included in our software support package.

How can I get support for the software?
You can call or email our help desk. Plus, our comprehensive knowledge base is available online 24/7.  Plus we have a user Facebook group.

Do I have to buy hardware from you?
No. We have a hardware spec sheet that is freely available from our website.

Do I have to keep paying to access your software once I purchase it?
No.

Is software support coverage mandatory?
No.

How can I tell how busy the help desk is?
If you log into our website, the first screen you see shows the current call queue as well as how many calls we have handled so far today.

Can I rent your software?
Yes, for as long or as short as you want.

Can I lease the software?
Yes.

Your software is more expensive than other software I am looking at – why?
It could be that the other software you are looking at is not as comprehensive as ours. It could also be you have not been informed of the total cost of ownership of the other software. We think our pricing is fair based on what we have invested in our software and the comprehensive services with which we back our software. We believe in the maxim – you get what you pay for.

How can I learn more about your software once I have it installed?
We run weekly online live training workshops. They are free. Supported customers can have as many telephone based one on one training sessions as they want. 24/7 you can access our knowledge base that includes training videos.

What does “off the shelf software” mean?
It means the software3 offered for purchase is sold as is at that point in time. Unless your contract states otherwise, no customisation is offered.

What if I want a facility that is not in your software?
If you already use our software, suggest it via our transparent Software Ideas facility. If you do not currently use our software, please outline your requirements to your sales person, preferably in writing.

Can I backup to the cloud?
Yes. We offer a safe and secure service for this.

Can I use the software for a pop-up shop or outpost?
Yes.

Can you covert data from other software?
Usually we can. Let us see your data first before you provide a certain answer for you.

Do you sell through agents?
No.

Saturday support helps small business retailers

For years our POS software company serving small business retailers has offered office based support on Saturdays, 7:30am to 3pm.

This is a service in addition to our mobile after hours support.

Customers love the service as it can provide a more detailed level of service than a mobile service. We know they love it because they use it, often to ask about things they did not have time to get to through the week.

Office based Saturday support that is based in Australia by people who know our software well is a differentiator for Tower Systems.

Awesome free POS software training for small business retailers

Here at Tower Systems we are grateful to the small business retailers and those who work in small business retail who support and engage with the weekly free live online training workshops we run.

Thank you!

We love sharing insights. Better still, we love your questions and feedback as they provide fertile ground for enhancements to our POS software and to the services we provide.

Here are free POS software training opportunities for the rest of this month:

Tower Systems regional meetings a hit with small business retailers

Too often POS software companies hide from customers, offering little in the way of face to face engagement.

Tower Systems is different. We actively participate in trade shows, group conferences and more. Plus we host our own sessions around the country – l capital city and regional centre face to face sessions were our POS software customers can meet with us, learn more about our software and provide feedback.

Over the last two weeks we have run sessions in Tamworth, Coffs Harbour, Newcastle, Rockhampton, Mackay, Townsville and Cairns.

Its was terrific to see so many customers as well as many prospective customers there. We had a terrific time exploring the new software, the new web strategies and plenty more in the open forums and discussions that followed.

We are an engaged POS software company. We believe in the value of personal contact supporting personal service.

Security warning for small business retailers

2017 has seen an extraordinary spike in attacks on computers and on websites. Our ability to help will depend on the care you have taken. Our advice is that you use a cloud backup service, like the Tower Backup service we offer. It works in the background, backing up without you having to do a backup. If your business is attacked, getting back to a clean and safe place is easy. Any reputable backup service should be able to offer similar to you.

Please do not put this off. Get protection for your business and your business data. You don’t want to be the person who does this after you have been attacked.

At the very least, backup every day, onto a USB stick for that day. While this is an old-school approach, it is better than nothing at all.

But let’s be clear, cloud backup is our recommendation. Our service provides you with a local backup and an offsite backup, in the cloud. This gives you two backups, excellent protection. We monitor the backups to ensure they are working. If we find an issue, we proactively call you. This is rare from a cloud backup service provider.

Here at Tower Systems we take data security seriously. We provide best-pracie advice. Our customers are welcome to use our service or another, our recommendation, however, is that they do something – to be protected.

Too often small business retailers think about data security after they have been affected. Hence this advice here and in our weekly emails and elsewhere in our touch points with customers.

Stock file updated for small business POS software users

Last week we released updated and tested stock files for retailers using our POS software:

  1. Big Balloon June 2017
  2. Spirit Publishing June 2017
  3. Newsink June 2017
  4. Hallmark June 2017
  5. Henderson Greetings June 2017
  6. Ancol Mid Year Promotion 2017 Catalogue
  7. GNS Officesmart May – July 2017 Catalogue

These and more stock files are accessible from ur website.

POS software update feedback

We are thrilled with the feedback we are receiving for our latest POS software update. Here is one message we received this week.

We love the update. Thank you for acting on our suggestion. When I put it on Software Ideas and saw others voting it made me feel good, that other people using the software liked my suggestion. I love that you listen to us.

Software Ideas is a publicly accessible place where our customers can make suggestions for software enhancements and have others vote on these suggestions. This is an exclusive platform of which we are most proud.

More retailers using our POS software integrated websites

We are thrilled to welcome more websites that are integrated with our small business POS software, offering real-time stock on hand data.

Each new site we bring on enhances the portfolio and further demonstrates our capabilities of linking online and offline retail and bringing to life facilities small business retailers look to offer from their websites:

  1. Online LayBy, interest free.
  2. Paypal payments.
  3. Click and collect.
  4. Single stock data feed, showing g real time in-store stock.

Mastering these and other facilities for single store and multi store situations is a powerful solution. Doing it also for multiple businesses to one site is stunning.

This is all part of the Tower Systems web development / POS software integrated solutions package. It is another Tower AdvantageTM.

Note, all our web development is done using e-commerce platforms that are widely used. Indeed, the three we use account for three quarters of retail e-commerce sites in the world.

Office based POS software help desk open

It’s just gone 7:30am and our office based POS software help desk is open for business. Being office based enables the level of service to be more comprehensive as they have access to the full suite of tools.

Customers love our office based Saturday support.

This service is in addition to our easily accessed multiple mobile phone based after hours support.

Why our POS software help desk is open at 7am

Our office based POS software help desk is open from 7am every day so we can help our customers with start of the day queries.

While we have a mobile phone based 24/7 help desk service run by our professionals, the office based help desk is where the heavy lifting is done.

We have opened at 7am for office based calls for as long as we can remember. Customers rely on it.

Frankly, we don’t understand how POS software companies can justify opening later or closing at a regular 5pm time.

We do the hours we do here in the office because we think it is the best way to serve the needs of our 3,500+ small business POS software customers.

The 7am calls are terrific as we have customers starting their day and we can usually help them with something that was bothersome and get it resolved quickly.

Good customer service is a thrill to provide. We appreciate our customers reaching out early in the day for our help.

Some days, like today, we are in even earlier enjoying quiet time to get some other tasks of our own done/

Helping small business retailers deal with the global ransomware attack

We have shared practical advice with our small business POS software customers this weekend to help them protect their businesses from the global ransomware attack that started two days ago.

Our advice is comprehensive and consistent with international best-practice. Our messaging is being repeated to ensure maximum reach in our big user community.

WARNING RE GLOBAL CYBER ATTACK.
The global cyber attack story has been dominating news services over the last 24 hours. The best way to ensure you are not hit is to follow our computer use advice. The fastest way to recover is if you use our Tower Systems cloud backup service. Be careful. Be proactive. Make sure everyone who uses your computers are aware.

We share the advice by email and are supporting it with personal advice through our help desk and business management teams.

Any internet computer is vulnerable. Here at Tower Systems we have been on the front foot with advice for our small business retail customers on steps to take to reduce the opportunity of attack and harm to the business.

One POS software user travels twelve hours to attend face to face user meeting

Just about every day recently we hear a story of wonderful customer engagement with our POS software and services we provide.

Today we have a story about a customer who drove for twelve hours for the free training we provided at a recent face to face user meeting. They did this to tap into the training, to learn more about the software, ask questions and help plan the next steps for their business through the software and services we provide.

The commitment of a twelve hour drive is extraordinary. We are grateful for this.

We learnt so much from such a unique and remotely located businesses. Plus we were able to add value by training them in parts of the software they had time to investigate. It was a terrific joint experience.

This story shows the commitment of a good POS software / user relationship, how both parties benefit and respect each other through time and others commitments.

Here at Tower Systems we love the passion of our customers. Our commitment is to serve and help…

The value of one on one training for small business POS software users

This photo shows a group from our Perth POS software user meeting late last week. Like all our sessions we had a good group of retail businesses represented. This works well as people learn from each other.

The latest round of face to face POS software user meetings have provided us excellent feedback on the latest software update and insights into next steps as well as wonderful learning opportunities for customers ho attended.

Offering these face to face user meetings its a genuine point of difference for us.

That we continue to offer the sessions today speaks to us honouring our commitment to our customers as well as our focus on providing personal customer service.

Too many POS software companies hide from their customers and make contact difficult. We don’t. We embrace are real human to human contact. The face to face user meetings are a good example of this and our commitment.

We appreciate the support form our customers and support for face to face training and engagement.

POS software office hours that matter to small business retailers

Another way small business retailers can compare POS software companies is by the hours they keep.

Here at Tower Systems, our office is open from 7am Monday to Friday and 7:30am on a Saturday. Our office closes at 6pm Monday to Friday and 3pm on a Saturday.

Outside these hours our help desk team is accessible by mobile phone along with our leadership team.

Retailers need extended hours support access and that is what we provide here at Tower Systems.

Tower Systems launches more free POS software training for small business retailers

Here at Tower Systems we love providing free training opportunities for our small business retailer customers. Thanks to customer engagement, here we a4e years after starting the service maintaining it, week in, week out.

The training sessions are often more like business mentoring discussions as it is not so much about how the software works but more about how to leverage greater business success using the software.

Here is the training for March:

How to discount easily for seasonal sales

Wednesday 1st March 2:00pm

Quickly and easily setup automatic discounts for seasonal sales using catalogues

How to prep for a meeting with a supplier

Wednesday 8th March 2:00pm

Be more informed than the supplier rep, make fewer mistakes, get more from the relationship.

Loyalty Programs. What works best for you.

Wednesday 15th March  2:00pm

There are 4 ways to do loyalty in retailer. Find out which will work best for your business.

10 ways to save time and money using Retailer

Wednesday 22nd March 2:00pm

10 different ways you can free up time and  money in your business using retailer.

How discount vouchers work

Wednesday 29th March 2:00pm

Come with us on a deep dive into discount vouchers and assess whether this fresh approach to loyalty is right for you.