The African office of DigiPoS Systems based in Kyalami today announces its new Pit-Stop service programme to the local ePoS industry. In essence, Pit-Stop is an industry first guaranteed two-hour repair turnaround applicable to all DigiPoS products purchased in South Africa regardless of whether or not the item is under warranty.
Unlike in America and Europe, where there is a trend to a three-year replacement cycle policy, the retail and hospitality industries in SA typically still try to sweat hardware assets for as long as possible which puts great pressure on our local ePoS solution and service providers to support aging equipment that is required to operate in the field for at least five years. In order to meet these Africa-specific demands, solution companies need suppliers that support their ePoS brands comprehensively and general feedback from the channel suggests that this has not always been the case.
DigiPoS has worked hard over the past 10 years to differentiate its global hardware and services offering by supplying its resellers and end customers with reliable ePoS technology that stands up well to the harsh environment of busy retail and restaurant applications.
"But of equal if not greater significance is the backup service underpinning the reputation of our brand and that`s what brings customers back to us," says Mike Foonk, head of service and operations at DigiPoS in Kyalami. "Creating that all important sense of security in the minds of your clients doesn`t happen over night," says Foonk, "and of course ROI is sometimes quite difficult to quantify and explain to customers but no one will deny that reliable hardware that is well supported manifests into a comparably low cost of ownership over the life span of the ePoS system or connected peripheral. Our new Pit-Stop service initiative will change the way South Africans view the PoS market and we expect it to alter their expectations in a way that drives industry service levels in the right direction."
Pit-Stop two-hour turnaround is being offered in Kyalami to start with and will be extended to the company`s Milnerton office in the very near future. According to Foonk, resellers have complained about the time it takes to get a quote for a repair so a Standard Repair Price (STREP) quotation system will be introduced for all DigiPoS equipment.
"By fixing the repair price, our principal resellers will be in a position to quote their customers upfront and give an immediate green light to the DigiPoS technical crew to ahead with the job - we may never achieve an eight-second pit-stop like Ferrari but in our business, two hours really is an achievement and we`ve already had tremendous feedback from some key business partners during a three-week trial phase."
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