Helpdesk POS

A leading U.S. fast food chain seeks Apex to help implement a new POS system that results in better response times and overall customer satisfaction. 

SCOPE AND OBJECTIVES 

Our client implemented a new foodservice software system and engaged Apex to provide level one helpdesk support for their new foodservice point-of-sale software in restaurants across the country.  

SOLUTION 

Apex’s industry and skill-focused recruiters created a team of IT professionals with technical and soft skills required by our client. The team was responsible for resolving our client’s issues with the new point of sale system operating in each location. These systems are vital to our client’s daily operations and are used for transactions, scheduling, and time reporting. Additionally, Apex provided an expert in the point-of-sale system to lead the team and be an escalation point to help finish the transition for our client’s stores. 

“Partnering with Apex Systems to support the deployment of POS systems to 1000+ restaurants has been a big success… They found creative ways to maximize our manpower while staying within budget.  Several of the resources provided are potential long-term employees for our team.  They have exceeded our expectations and provided service that is a cut above.”

RESULT 

Apex is currently ranked as the number one vendor for our client, with over 80 placements since 2012. Our team has achieved the following performance metrics:  

  • Reduced the average response time by over 30% 
  • Doubled the percentage of calls answered in 30 seconds to nearly 80% 
  • Decreased the number of abandoned calls by over 50% 
  • Issues open over 48 hours decreased by 15% 
  • Average days open per ticket decreased in 4 out of 5 categories   

As a result, Apex has been asked to provide additional resources and deliverables for our client, including a project manager and monthly scorecards designed to track performance.