For any customer facing business, whether in retail, leisure or hospitality, Point of Sale equipment is one of the most important assets you can own.
With the ability to make customer service faster and more agile, to manage finances and even to help automate stock control, the evolution of POS systems has helped millions of businesses the world over become more efficient and respond better to customer needs.
However, POS systems or terminals are not simple, straightforward pieces of equipment.
Comprising a variety of hardware terminals, processing software and networking protocols, most customers require technical assistance in setting up, configuring and maintaining EPOS products and solutions.
That is why service agreements make sense both for POS customers and vendors. From the vendor’s perspective, a service agreement represents an acknowledgement of the value an POS system has to the customer, that its value is only realised in its performance over the course of its lifetime, and that quality customer service does not end the moment the sale is processed.
For customers, a service agreement provides peace of mind and trust in the product for the duration of its operational life.
Minimising Risk, improving Value
Here are five benefits service agreements offer to POS customers and users:
- Staging, configuration and installation of a new system customised to the needs of the business
- Ongoing customer service and help desk support at specified times
- Warranties on all equipment, including parts and repairs
- Optimized repair times and maintenance
- All of the above guaranteed by contract, including third party peripherals
So a service agreement extends support for the POS user beyond the salesroom door. This helps to minimise risk on their behalf - purchasing a POS system is a major investment, so clients are looking for reassurances that they will get the best value possible from it. These reassurances also act as a safety net for a customer’s entire business operations.
POS systems are critical tools, a system failure can prevent a business from processing sales, and hence effectively from trading. Customers and users need to know that in the event of a problem, support is on hand, and it will be resolved quickly.
It makes sense for vendors to offer the best levels of service possible. For a vendor, a service agreement is a means of forming lasting relationships with customers. Instead of waving them off following the sale, a service agreement establishes a lasting point of contact. If you deliver on the promises you make, you build trust and loyalty. If you deliver exceptional levels of service, word soon gets around and becomes a point of difference for your brand.
The long term relationship offered by a service agreement is a win win for customer and vendor. For the former, if they enjoyed the levels of service they received, they know where to go next time they are looking for a POS upgrade. For the vendor, well, every business knows the value of a return customer.