Qcom provides a flexible outsourced technical service and support solution for a leading specialist in EPOS systems for the retail and hospitality sectors.

At a Glance

  • 7-day 4-hour response break-fix support for EPOS systems in retail and hospitality sectors.
  • Flexible partial outsource solution that supports an existing in-house engineering team.
  • Responsive to both ad hoc and cyclical demand patterns found in these sectors.
  • Support for installation, deinstallation and system upgrades as required.
Customer Helpdesk Customer Helpdesk
Field RepairsField Repairs
Inventory & Logistics Inventory & Logistics
Installation Installation

The Need

Our client provides retail and hospitality businesses throughout Europe with specialist solutions for their till and payment systems.

To support operations throughout the UK the company required a technical support specialist able to meet 7-day 4-hour response times for break-fix support, as well as support on-demand installations, decommissions and upgrades.

The Solution

This partial outsource solution has been designed to provide a flexible solution, supporting the client’s own engineering team and ensuring the required high level of response and end-user experience.

A voucher-based system supports the 7-day 4-hour call out break-fix support requirement, and Qcom’s nationwide field engineering team has been fully trained to support both break-fix and ad hoc installation/deinstallation requirements as they arise.

The Results

Qcom has created a bespoke partial outsourcing solution which supports this EPOS specialist and allows it to maintain the highest level of responsiveness and customer service for retail and hospitality businesses throughout the UK.

The service is flexible to support the unpredictable and cyclical nature of technical service demand in these sectors, and fully scalable to support further business growth in this territory.

In retail and hospitality settings, the cost of each technology downtime incident can be staggering. This flexible, quick-response technical support solution has been designed to reflect the fact that every single EPOS system and unit is absolutely mission critical to the customer.

Neil Anderson
Qcom Managing Director

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