THE SERVICE OPERATOR
We offer an automated phone system that provides a direct line to a service operator. The service operator will log your call and create a work order. The work order is then dispatched to a field tech. If the service is software related, we have a manned software help desk that can dial directly into your store in most instances. The help desk is open extended hours to better service you.
THE SERVICE
Retail Data Solutions offers standard and extended-hour service contracts. We have Techs on call 7 days a week with 24 hour coverage. We will have someone available to answer your questions but normally will log the call after hours and put it in the cue for the next business day, unless it is an emergency situation. Our normal response time is 4 hours but most are handled in less. We track all calls electronically and can review the usage at your convenience. All of our Techs are factory trained and are encouraged to continue their training. RDS rewards our technicians that continue their education through prepaid costs and bonuses upon completion.
THE INVENTORY
We have an automated inventory system to better track our parts stock. We strive to keep 95% of the most used parts on hand. If we do not have the part, we will give the store an estimated date to fill the order. If that date changes we will keep the customer informed. We have an expansive on-site warehouse to ensure we can provide you with the most available parts.
THE TECHNICIANS
When our service tech goes to your store, he will present himself to your staff. He will review with your store the issue, and proceed to complete the service call. If he cannot repair the issue on-site, he will first attempt to provide a "loaner", if available. Next, he will give the store an estimate of when he expects the issue to be resolved. If this date changes once he contacts our parts department, the store will be notified. Many of our customers have established a strong relationship with our support staff and are very appreciative and impressed with the work they do. We take great pride in our customer service and our technicians reflect this!
THE MAINTENANCE FLEXIBLITY
RDS offers flexible and affordable maintenance contracts for both hardware and software. This gives customers the assurance their store will be taken care of. All of our maintenance customers are given top priority and all products listed on the detail maintenance summary are covered. This is an annual contract with flexible billing methods. There are 3 levels of support contracts for you to choose from, depending on your company’s needs. We use only factory-authorized products to repair or replace your equipment. Our technicians are also factory-trained and have many years of hands-on experience. We have someone available from our support staff 24X7 as your needs are not limited to normal work hours. We have been in this business for many years and understand that purchasing new equipment can be a big investment. You will want to make sure it’s taken care of through-out the time you use it!
THE CUSTOMER SUPPORT MANAGEMENT
Jason Forrester, the Director of Customer Service, coordinates all service activities including new installations and service issues. He will offer a project management plan to ensure a smooth and comprehensive installation. Project management includes: site surveys, program surveys, delivery coordination, training, installation, on-site support, and follow-up after the install. Each project is individually set up to be tailored to your particular needs. We ask each of our customers to fill out a customer satisfaction survey after each installation is complete as we are continually striving to improve our service to meet your needs. Our years of knowledge in the industry will ensure your satisfaction.
