Application Support
our approach is always: 'get the customer working'
Our goal is to get our customers back up and working as quick as possible. However, the service doesn't end there. Often it requires a work-around or temporary fix to overcome an immediate problem. All too often these 'temporary' fixes can become permanent.
PMC's approach is to understand the underlying cause (once systems are working) and provide a permanent resolution, properly developed and tested prior to final implementation. That's why we structure our contracts to include a commitment to drive down incident volumes backed up by commercials that do not reward us for extra incidents from you. For example, all PMC contracts employ a defined end date to deal with the common application support 'bell effect'. This effect occurs because there's invariably an early rush of incidents such as usability, bugs in the system and lack of training, but over time that should decrease.
PMC provides application and technical support for Retail-J, Retail Manager and IntelliQ Loss Prevention. As well as providing support for the application, we also provide database support. Databases are integral to an application but often excluded from support agreements. That's why PMC application support includes looking after the database.
Retail-J Dashboard:
Retail-J is a powerful and complex application. From our experience supporting Retail-J it can require significant amounts of skilled support time to keep it running optimally. To help you we created the PMC Retail-J Dashboard which makes the status of your entire estate visible on a few simple screens. The PMC Dashboard has built-in help functionality and tool-tip prompts. Simply installed at your head office, the PMC Dashboard is accessible through a web interface.
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Unless it’s a 24x7 problem many retailers consider it acceptable - Huw Thomas, COO, PMC
“If staff are grumpy because they can’t use the system effectively, and customers are unhappy because they can’t checkout at the tills effectively and quickly, unless it’s a 24x7 problem many retailers simply consider that acceptable. However, when a system failure means the retailer has to shut up shop then the problem becomes business-critical. If the store is full the retailer could be faced with charging every customer a token amount for what they have in their basket.” Huw Thomas, COO, PMC
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