- POS customer support help resolve long-standing issues that take longer to resolve during normal business hours when the system cannot be shut down for support. So, look for a POS vendor that offers 24/7 support.
- Look for products and services that include support as part of a yearly relicensing fee or a monthly subscription allowing customers the flexibility to plan for their budgets appropriately.
- Look for vendor products and services and proactively identify issues with SLA response time. Also, look out for the vendor’s support attrition track record. This could tell you volumes about how fast or slow their future support will be.
- Identify vendor tools for troubleshooting issues and training tools to help them train customer personnel on an ongoing basis. Also, ensure training is part of the yearly POS customer support contract.
- Research POS vendors that can provide customer examples of how their products could be standardized through customer acquisitions, mergers, and divestitures.
- Also, research vendor’s revenue growth – net new business versus growth in their existing business. Major revenue growth in existing businesses tells a story about how well their support is for customers to continually buy from the vendor.
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Author: Blake Bell
