Ringing tills

Citation

(2001), "Ringing tills", Work Study, Vol. 50 No. 5. https://doi.org/10.1108/ws.2001.07950ead.008

Ringing tills

Ringing tills

Responsible for the supply of point-of-sale equipment to the hospitality and leisure industries, Zonal has chosen helpdesk software from FrontRange Solutions to track and monitor customer calls to its customer service department. The helpdesk solution will also be used to field internal queries. Steve Carre, director of FrontRange Solutions commented on both the internal and external functionality of the system. "Traditionally helpdesks have been seen as a way of solving a company's internal IT problems. But as shown by Zonal, the helpdesk is a strategic tool in their after sales strategy. If a till is not working it has a serious impact on a company's income so till 'up time' is vital," said Carre. James McLean, customer service director at Zonal commented that "Previously we used our in-house software to record all incoming calls. However, we found that this limited what we could do. For instance, as we didn't have Web access, there was no facility for keeping field service engineers up to date with customers' requirements. Similarly, as our knowledge base was fragmented in different systems, there wasn't an effective way of logging and keeping track of calls. More calls are now being resolved first time, and no call ever gets overlooked." Zonal's customer service department supports more than 3,500 sites across the UK, which include pubs, nightclubs and stadiums.