Vista Retail Support, the independent EPOS maintenance services company, has launched its "Virtual engineer" product, a remote software support service for its Subway customers.
The service sees Vista install a Kasaya monitoring node onto the customer's POS systems which monitors a number of predefined key system activities. This can spot any potential problems that may cause issues at the till point often before they occur. Vista's internal technical support group have built on the basic monitoring software and have developed and automated a number of software fixes which can be initiated when an issue is identified, the software can be used to update windows applications and monitor the system performance of many individual stores. The system can flag any minor issues that arise and these can be scheduled for repaired at a convenient time with the customer, so there is no impact upon service.
Vista can manage CCTV issues, system data back up's and product file or price changes all remotely.
Richard Cottrell, Sales and Marketing Director at Vista Retail Support, said, "We are delighted to be able to offer this remote software support service to Subway customers. The customer's system status can be viewed from a central dashboard monitoring system, which flags up if there are any problems. It can ensure that any updates are made on the system at a suitable time with the business so customer service is not affected."
James Pepper, Operations Director at Vista Retail Support, said, "This is an ideal solution for the single PoS retailer and quick service restaurant (QSR), the Virtual engineer product allows the Vista's technical specialists to take care of the systems whilst the restaurant or retail staff concentrate on selling their products. Vista's monitoring centre is also able to identify hardware failures often before the operator has even noticed, this alerts our contact centre and an engineer or part is despatched."