Preferred Retail Systems

Customer Support generally falls into one of the following categories:

1. Training and System Operating Support: Learning to operate your system and take advantage of the automation it provides. This would include all POS (Point of Sale) functionality, Inventory Management, Purchasing, Customer Records, and Supplier transactions.

2. Hardware and Network Support: Resolving hardware and connectivity issues that arise, usually from unintended changes made by you or another service provider (such as your ISP or an employee). This would include printers, network connections, scanners, Pin Pads, etc.

3. Software and Program Upgrades: Installing new releases and patches or hot fixes identified by Microsoft. Adding functionality from RMS compatible programs to extend or enhance RMS capabilities (Mobile Sales, Marketing Systems, Ecommerce, Etc)

Training and System Operating Support

Learning to use all of the features of your newly installed Retail Management System can be a challenge, even if you are computer savvy. And if you are not a regular computer user, the challenge might be slightly more difficult. But rest assured that in every case, thus far, store owners have quickly adapted to the efficient processes delivered with Retail Management System and Point of Sale with excellent results.

Your training will begin with one full day of onsite live training with one of our technicians. During that time we will inventory your store items, demonstrate back-office manager functions, and help you conduct daily sales as part of a complete daily cycle.

Training begins once your system is fully functional with all hardware installed and you have a current and accurate list of inventory items. The process of setting up your store will provide a learning environment that is practical and relevant. Normally, the process will introduce you to these five concepts, which will build upon one another until you have a complete overview of the system. They include:

1. Store Setupa. Cashiersb. Securityc. Reason Codesd. Tender Typese. Register Options2. Store Inventorya. Item Propertiesb. Purchasingc. Receivingd. Pricinge. Cost Management3. Supplier Managementa. Supplier Propertiesb. Purchase Ordersc. Payables (QuickBooks integration)4. Customer Recordsa. Customer Propertiesb. Customer Engagementc. Custom Fieldsd. Email Marketing5. Point of Sale Functionsa. Function Keys b. Daily Cycle–Open, Close, Batchc.  Sales Transactions

Hardware and Network Support: Most hardware issues are resolved during installation, but in rare cases problems can occur weeks later. Since most components are common PC based peripherals, they can usually be replaced quickly and inexpensively. Our Acer Brand computers come with a one year manufacturer’s warranty with an optional three year extended warranty.

Network issues are generally not related to RMS/POS, but will affect functionality if they occur. The most common cause of a network issue is the introduction of additional network hardware into the environment, such as a new wireless access point, hub, or other IP based devices. It is also common for your Internet Service Provider to make unannounced changes to your DSL or Cable connection that might impact your system.

Software Program Upgrades: Updates to your system are included in your annual support agreement with Microsoft Dynamics. This annual subscription service is called Software Assurance and is included in your Support Contract with our Premium and Basic support options. It is essential that you keep you support contract in place to ensure the latest software version and hot fixes are installed. Failure to do this may result in system downtime should a failure occur.

Summary

Keeping your Retail Management System or Point of Sale operating optimally requires effort on your part. Proactive maintenance is required over time to ensure that you have the latest software improvements, good backup & disaster recovery plans, and a reliable computer from which to conduct business.

We encourage you to keep a Support option in place, do your routine PC maintenance, and be proactive about your store backups.  This will help reduce computer and hardware problems, and keep your POS running smoothly and effectively