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Frontline support means more than simply answering the phone
At a time when brands have very little time with customers, quality of interaction is critical.
In our world, backing up the front line is job number one. Complex environments require a proactive approach to monitoring and fixing issues. We believe in taking care of people, so they can take care of customers.
Because frontline roles require good morale plus the right tools to make customers happy. Nothing is more frustrating than wanting to help someone, only to be held back by technology issues or murky support processes.
Let’s face it — when you incur an IT problem, it’s a distraction that you don’t need. Revenue hangs in the balance for every minute a company cannot function due to IT issues.
An internal help desk has a capacity for interactions that are limited to the number of team members, the hours they work, and the training they’ve had to resolve issues as efficiently as possible.
If a company faces a major crisis, such a flawed software update affecting all locations, the help desk may be overwhelmed, with delays creating even more customer dissatisfaction.
With technology integral to business success, a well-run service desk is no longer a “nice to have” – it’s a necessity. Among companies already outsourcing their service desks, a staggering 95% plan to increase or maintain their level of service.
Exchanging “break and fix” support for proactive service desks drives end-user satisfaction and productivity by ensuring smooth operation of core business services.
But arguably most important, at a time when IT executives face mounting pressure to innovate faster, outsourcing frees internal IT talent to focus on what matters most to your business.
For restaurants and QSRs looking to gain a competitive advantage and deliver the type of experience today's customers expect, it is imperative to use every strategic advantage. An outsourced help desk is a key way enterprises are refocusing their IT teams to better plan and work toward business objectives.
Using an outsourced help also desk helps IT leadership to bring increased focus on innovation. Instead of dumping tons of time into trying to figure out why one outlet or store is having repeated connectivity resources, for instance, they can create strategies for rolling out a new, cloud-based customer interface.
It's difficult to imagine getting the best of both worlds: having all your technology run seamlessly without the burden of managing it. But a managed help desk model makes this dream a reality.
Whether you need a team to handle customer service, internal support, or back-office operations, we have team members who can step in immediately to support your operations.
By having a holistic view of your retail technology, our support professionals can reduce escalations while leveraging data to prevent future issues.
Technology support may not be your primary business — it has been ours for over 50 years. We offer support center experience that results in faster issue resolution, so you can operate efficiently.
Our expertise in the recruitment, training, and management of talented people enables us to take the risk and pain of hiring away from our partners.
As your strategic support partner, we provide the management oversight and operational metrics needed to ensure that jobs are performed at the highest possible quality.
We specialize in the technology and core systems your business needs to operate at maximum efficiency. When we step in to help, we bring the tools and resources needed to get the job done right.
The structure we provide dramatically cuts down on the necessary layers of management support and provides the leadership team with the key performance metrics they need to lead your organization forward.
Complete the form to schedule a call with Chris
We understand that retail tech & support are big challenges, and are committed to helping you untangle all that complexity and find solutions that stick.
As soon as you complete the form, you'll get an email confirming we've received your request. Then a member of our team will reach out to schedule a time that's convenient for both you and Chris, our VP of Customer Experience & Support Services.
Chris works with our QSR brands and can help you quickly zero-in on a plan that makes sense for your business.
One thing your technical support center must have is experienced professionals who understand your retail locations and their customers. We ensure all your retail locations are fully operational so they can service customers and drive revenue.
VP of Retail Systems Management