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Evaluating service levels while choosing
a POS system
When POS software is
being purchased the trader enters into a
long-term relationship with the vendor.
It is essential for traders to know that
there is nothing called “fool-proof
software”. While making the decision of
selecting a particular POS firm, it is
necessary that there will be continual
contact between the trader and the
vendor for consulting, hardware,
software updates and training. The POS
firm’s support level will be the
distinction factor between having a good
experience or a bad one. It is advisable
to take some time out to find out about
the level of support provided by a POS
firm. If a firm is not in a position to
provide certain support services, then
it is best not to consider such a firm
seriously.
The following questions
need to be asked so that the service
levels can be evaluated –
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Does the firm offer support 24 * 7,
all round the year?
It is necessary to get
support which works at any time of the
day. Hence, it is advisable to find a
firm that will provide services whenever
assistance is required.
-
How does the firm diagnose issues?
With the help of
web-based solutions, it is easy to
diagnose support issues immediately.
This will allow support teams to resolve
the issues immediately. With on-site
solutions, time is wasted since someone
needs to come to the location and access
the problem first. After this, measures
can be taken to fix the problem.
-
What is the average wait time to
provide support?
It is essential to know
how long one has to wait before the
support phone is answered. It is abysmal
if the waiting time exceeds 30 seconds.
A firm that does not answer support
calls immediately shows that they have
no care towards consumer issues.
-
What is the pick-up level of the
first call?
Usually, firms say that
the pick up calls are taken within 30
seconds. However, it is vital to know
the time taken to get to speak to the
support person. In most cases, support
lines are answered by automated systems
that place a caller in a call-waiting
pattern or send the caller to voicemail
directly. This could get time consuming
and frustrating for the caller when
he/she wants to talk to the actual
support person when the call is made for
the 1st time. When the pick
up level increases, the chance of
speaking to a support person also
increases.
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What is the uptime of the system
performance?
A point of sale system
needs to be up and running for 99.9% of
the instance. If the promised uptime is
98%, then this implies that the system
could be down for twenty-nine minutes in
a day, which is unacceptable.
By asking these
questions, it is possible evaluate the
service levels before selecting a POS
system. By purchasing a POS system after
evaluating the service levels, a trader
will not only eliminate headaches for
the present, but also for the future.
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