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Put success in the bag with unified IT support with data intelligence that is integrated & optimized for retail customer experience.
Frontline retail IT support means more than simply answering the phone.
Customer experience is increasingly important today, as is adopting new technologies that help an organization grow. As a result, retailers are keenly aware of just how much is riding on their technology.
But relying on so many interconnected systems and processes means troubleshooting your average tech issue can quickly overwhelm frontline employees. Nothing is more frustrating than wanting to help someone, only to be held back by technology issues or murky support processes.
To ensure systems and applications are always ready to support a great customer experience, retail companies are increasingly choosing to utilize a managed help desk model.
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 multi-unit retailers 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.
Not sure what you're looking for?
The structure we provide dramatically cuts through the typical 'red tape' of IT support. Our purpose-built services are tailored to deliver the key metrics & insights your leadership team needs to keep the organization moving forward.
We promise to treat your information with respect. You can review our privacy policy to learn more about our practices.
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 restaurant & retail brands and can help you quickly zero-in on a plan that makes sense for your business.
A quick lube auto service provider sought an experienced partner to fulfill the ongoing technical and service desk needs of thousands of locations via a remote support model.
We believe transparency is crucial for any successful partnership. If you have any questions, please reach out and we'll be happy to provide the clarity and confidence you need.
At Solugenix, we specialize in enterprise brands with hundreds or thousands of locations. With different technology and support needs at such a massive scale, we're simply unable to provide pricing details until we've learned about your unique challenges and the ways we might solve them for you.
We're confident, however, that our approach will ensure a lower total cost of ownership in the form of greater efficiency, not to mention improved employee and customer satisfaction.
Larger organizations are presented with a unique opportunity, but they first must overcome a big challenge.
The opportunity are efficiencies and experiences that scale and delight frontline staff and customers. Not to mention the ability to convert big data into actionable insights using both artificial and human intelligence. Most of our clients are chasing this dream, but it feels like more darkness at the end of the tunnel, right?
The challenge we help you solve, is integrating all those technology and data streams, then maintaining it so it never breaks. But we're way more than just an "IT company," because we also provide all-in-one support services to truly bridge the gaps between "tech" & "support." The result is improved uptime, faster resolution times, and the elimination of countless future headaches.
At the risk of tooting our own horn, we are the only service provider in our class. The level of service and expertise we provide would, frankly, be wasted on a smaller organization. That's why we choose our partners carefully, only working with those that have at least five hundred locations or more. This not only ensures we're able to return great value, but also that we're able to keep our focus on a smaller number of long-term relationships.
In our experience, the biggest challenge is getting the entire team committed to forego further "patching" and instead seek a permanent solution. It's never easier to fix what's not working, and it can seem painful to fathom the scope of changes required. Fortunately, you have us! Our team can handle that complexity, from communicating our value to actually building systems that work.
First, you'll receive an email confirming that 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. She works with our QSR brands and can help you quickly zero-in on a plan that makes sense for your business.
Have more questions?
VP of Retail Systems Management
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We're eager to share how we can help...
Solugenix
Technology & Process for Growth
601 Valencia Ave, Suite 260
Brea, CA 92823
Call us: 1-866-749-7658