Solugenix had an intimate knowledge of the QSR’s operational blueprint having previously provided support for point of sale (POS), drive-thru technology, store network, intranet and back-office technology support. The QSR’s team felt this made Solugenix a preferred choice to take over the POS technical support relationship.
In collaboration with the QSR, a Solugenix site manager set up a bench system of the POS system for training purposes. This allowed support specialists to observe the POS systems functionality in a live store setting. Solugenix worked with a preferred supply partner to source and supply the legacy hardware to meet the challenges of the aging legacy system.
Solugenix also set up a team of technical support professionals that would provide support between the hours of 5 AM – 1 AM, 365 days a year for all components of the POS system. After a successful pilot program, where real world issues were presented to the support specialists in order to give them deep experience troubleshooting the system. At the end of the program, the QSR expanded Solugenix support to over 1,100 locations.