What UK-based support really means when service is on the line

Running a busy restaurant is non stop. Your phones are ringing with reservations. Walk-ins are coming through the doors. And you need the food to flow out of the kitchen without a hitch. Nowadays with dietary requirements and special requests, orders are more complicated than ever, so you need to know you can rely on the technology running your restaurant. And – god forbid – if something goes wrong, you need to know someone will be there to help you. Fast. Not several hours later when service is over and the problem has snowballed out of control. 

Many restaurant managers are tech-first when it comes to choosing an EPOS system, but the team behind that technology are equally as important too. 

When service is on the line, let’s review the difference a fast, reliable UK-based support team can really make:

Scenario 1

It’s Saturday night and your booking system goes down – you have several reservations at 8pm but you can’t remember how many tables need to be reserved, and a group of eight has just walked in asking if you have any free space. 

Without support you’re left guessing which tables are available, and have to resort back to pen and paper to manage your reservations, with no idea when the booking system will come back online. 

With support you can reach someone who knows your restaurant in minutes who will identify and begin to fix the problem with your booking engine. Whilst this is being resolved, they’ll confirm bookings for you so you have all the information needed to tackle the evening rush while the issue gets fixed.

Scenario 2

You’re pulling performance figures at the end of the month and you find a discrepancy in your reporting, but the system doesn’t show you what’s missing. You need to submit the figures to the head office before midnight, and it’s already after 6pm… 

Without support you’re left with missing revenue or spend that you can’t account for. The books won’t balance and your boss is going to be questioning whether you’re running a profitable branch of their restaurant. 

With support you can reach a reliable representative out of hours, who’ll be able to identify the error in your reporting and provide the missing information you’re searching for. They’ll also troubleshoot the rest of the report to ensure everything is accurate and you’re dealing with all the correct figures needed to prove your ROI.

Scenario 3

The new menu just launched, but on closer inspection you realise the allergens have been flagged incorrectly. The restaurant is about to open for lunch and you need to make updates quickly, but the system is only showing the incorrect information, and you can’t find what used to be logged in the old menu. 

Without support you can’t confirm allergen information to customers and risk losing them as they can’t order safely and damaging your reputation. Plus you need to waste hours searching for the old menus to confirm exactly what mistakes have been made. 

With support someone will answer your call on average within 3 minutes and 14 seconds and they’ll be able to access the missing information and update your system so you can go live during the lunch rush without any missing information. The support worker on the end of the line will have access to back-up’s and previous information because they know your restaurant and have worked with you before, meaning no customer will go hungry and your reputation remains intact.

The TISSL difference

Support like this isn’t just nice to have, it’s a function that keeps your restaurant running during every service. 

If you’re unhappy with your current support, TISSL EPOS comes with expert support from a reliable UK team, available 365 days a year from 9am to midnight, so someone is always available when you need them. The team is available via phone or email and gets to know your restaurant so no question catches them off guard, acting as an extension of your team. 

For more information about TISSL EPOS and the quality support that comes with it, speak to a member of our team today.