Halo POS Client Support with Restaurant Experience
What’s unique about our customer support team is the hands-on restaurant experience. Herman, a Technical Support Analyst who started at Vivonet in 2011, owned an Opa! Souvlaki restaurant in Vancouver, after spending nearly 10 years in a call center as a Team Lead, and then head of Customer Service for a new product division at a telecommunications company. Opa! is a Vivonet customer and this is where Herman was first introduced to Halo Point of Sale (POS), which he found to be “great,” and “really easy.” He taught everyone to use Halo: from a teenager working for the summer, to his 75 year-old father, and it was easy for them to pick up and use. Even when in Europe on his honeymoon, Herman would log into Enterprise Manager to track the performance of his restaurant.
We know what it’s like to be a server or manager during a rush, and the importance of the POS terminal to the restaurant. Josh, a Customer Success Manager who has been with Vivonet since 2010, tells the story of helping a customer in Cincinnati on their go-live date with the Halo system - when one of the cashiers did not show up, he helped out by running their terminal, serving customers, and even making pizzas. Working in the restaurant was something that came naturally to him - as a teenager he washed dishes at a British-style fish ‘n chips restaurant, and then worked his way up to become Manager. He gained a tremendous amount of insight into running a restaurant, but, unfortunately also an allergy to seafood from eating and handling too much of it. Josh hired Courtenay at the fish n chips shop; she is now a Customer Success Manager as well who has been with Vivonet since 2011. Prior to this, Courtenay worked in the restaurant industry for 10 years: as a bartender, a server, and a floor manager. What she loves most as a Customer Success Manager is being a problem solver who is personally accountable for helping clients succeed.
Responding to our customers quickly and efficiently is really important to us. According to Yasmin, a Customer Success Manager with Vivonet since 2009, our attitude is to do whatever it takes to help clients succeed - even run their POS terminal. Yasmin tells a story of helping a client during a lunch rush, when she happened to be there working on their printer for the POS terminal, “They were short-staffed, there was a line-up and I just jumped behind the counter to run the terminal and help out.” The goal is to provide excellent customer service; there is no alternative but success.
Our team understands the importance of the POS system, and that it is critical to a restaurant’s business. Prior to joining Vivonet, Herman did restaurant consulting, based on his experience as an owner. Josh spent over two years doing implementation, installation, and training for another POS company. He then spent a year in Australia as a re-seller of POS systems. After returning from Australia, he spent a year at POS Canada as a reseller of three different POS systems. It was at this time that he started to hear more about Vivonet and their POS solution from the awards and accolades they were receiving in the market. Having worked with multiple POS providers, Josh said that Vivonet is the only POS provider with a mature reporting tool that is easily accessible within the system. As he describes, “the biggest ‘aha!’ moment for Vivonet clients is the information they gain from reporting, realizing the potential of how, with this information, they can sell better.”
It’s that restaurant and POS industry experience that Josh and others in the Customer Support Center rely upon to help Vivonet customers succeed. It’s these reasons and more that clients give us an A+ for support. In 2011, an independent 3rd party surveyed a random sample of thousands of our clients who scored their Vivonet support experience an average of 8.31 out of 10.