Service Lifecycle Management For Point of Sales: Servicing The Service Industries

A call comes into the call center. The early rush is over, and a key point of sales device at one of your customer’s sites went down during peak time. The manager asked his team to work around the problem until things settled down, but now he wants your team to service the equipment and get it back up and running before the next busy period. Your company may only have a few precious hours to get to the customer, diagnose the problem, correct it and be out of the way when activity start to pick up again.

Providing service to the service industries — whether it is a retail shop like a drug store, auto parts store, grocer, or big-box retailer or a hospitality company like a restaurant, hotel or even a sports arena — requires top-notch customer service. When Point of Sales (POS) equipment goes down, it impacts the ability for your customer to provide service to their customers. Customer service is critical to the retail and hospitality industries, and therefore the service that keeps the POS equipment running is critical as well. Servicing these industries, however, is not an easy task. Service is required at all hours of the day or night, and point of sales activity can’t be delayed until the system comes back up. The customers are coming whether the equipment is working or not.