Onsite hardware / Software maintenance
24 hour Help Desk Services
Tri-lingual | Retail Help Desk
Project Management installation, renovation
Roll-outs | Governance | Staging | Assembly
IT Outsourcing | Hosting Services | EMV Adoption | Large store technology rollouts | IT Legacy | Cloud
PCI | Protection | Loss Prevention
Pick | Pack | Stage | Ship | SPAM | E-Mail | POS Apps | E-Commerce Hosting
Onsite Advanced Exchange for Hardware and Software
We utilize our nationwide network of expert technicians to perform on-site advanced exchanges of your hardware. Our tech shows up at your location, removes the old hardware, and installs an entirely new system. This is the most comprehensive, full-service exchange program we offer. We repair the defective unit at our warehouse locations and restock the client's parts depot store.
The result is very fast problem resolution that brings the store back online as soon as possible. No finger-pointing, just real results.
Next Day Exchange
The next day exchange option is a good fit for businesses that are not in need of having pre-installed software or drivers on their new hardware. When issues arise, you send us your old hardware and we repair or exchange your equipment within 24 hours of receipt of the defective part.
Our straight exchange option gives our customers peace of mind that when things go wrong, a working unit is on its way. As issues arise, you send us the old, non-working unit. Immediately upon receipt, we send you a new, pre-staged unit of the same model so that it will be as if the original unit never failed in the first place.
24-hour Help Desk
The RSG Help Desk is a comprehensive and reliable solution available 24 hours a day, seven days a week, to answer technical questions and provide support for our clients, all levels of users within their organization, and their customers. Each help desk professional is cross-trained in a multitude of areas and takes pride in assuming ownership of questions or problems until they are successfully resolved, even if it requires bringing additional help desk professionals into the process toward resolution.
Our help desk professionals are friendly, knowledgeable and courteous. Since we are a live around-the-clock operation, our response time is immediate. We monitor the system 24/7/365 and are able to make rapid staff changes to deal with any overload emergencies should they occur. All help desk professionals are fully trained and prepared to work as if they were in your shoes to rapidly solve any problem. Additionally, a number of our help desk professionals are multi-lingual, enabling us to offer English-Spanish-French-German-Italian-Russian language user support. Whether you prefer telephone, live chat, or email support, our help desk gives you confidence that all technical issues will be taken care of. You can spend your time more productively focusing on your business!
New store installations, move/add/site changes, and and technology refreshes.
Our Project Managers start and finish all projects — cradle to grave project management — guiding RSG resources toward completing every job, and keeping the client up to date about all activities.
On-demand Reporting and Statistics
Our project management tools offer our clients with the ability to generate on-demand reports and statistics for a particular project. This detailed reporting provides clarity and can aid in the decision-making process of your project going forward.
Track materials needing to be returned or materials loaned out by utilizing our RMA tracking system. No matter where your products and materials are in the business cycle, the RSG system for RMA tracking is a highly effective way to track product returns to vendors or receipt of returns from customers.
Repair Status Tracking
Monitor the status of products that are being repaired with our Repair Status Tracking system. At a moment's notice, our customers are able to track the repair status of all products within our maintenance department while viewing estimated lead times for repair.
Tech Status - Check In / Out
On all RSG-managed projects, the status of technicians is consistently monitored with our Check In / Out tool. This tool gives our clients the ability to plan for future needs by providing an efficient and cost-effective method for tracking the amount of time and resources needed to complete a project.
Inventory Management / Search
We create true partnerships, providing inventory management and search solutions specific to each retailer's needs. Our team works closely with our clients to understand historical and forecasted inventory requirements, and based on this analysis, the RSG team develops a plan to stock inventory according to your business's expected needs.
WIP (Work In Progress) Reporting
Accurate, timely Work In Progress (WIP) reporting is essential to completing jobs on time and on budget. Work In Progress Reporting allows us to list the WIP jobs that are associated with a particular project, as well as track the overall progress of the project for our clients' planning needs.
RSG's state-of-the-art facilities link expert retail staging capabilities with short-term warehousing and extensive logistics distribution support. This integrated process ensures cost effective management of retail inventory, staging, and distribution. Our staging approach not only ensures a successful rollout of your in-store systems, but also provides a foundation for increased availability and productivity over the life of your retail hardware.
Retail Hardware Configuration and Imaging
Our 20,000 sq. ft. staging and integration center provides us with the ability to design, assemble, integrate and configure your entire in-store retail POS system prior to store shipment. With our imaging capabilities, all necessary software and operating system updates will be installed and fully functional upon deployment.
Storage Logistics - Pick, Stage, Pack, Ship
RSG stocks client equipment in regional parts depots, picking, packing, and stocking based on clients' requests.
The next day exchange option is a good fit for businesses that are not in need of having pre-installed software or drivers on their hardware. When issues arise, you send us a request, and we follow up with the store to confirm delivery and whether a tech is required for installation.
The first step in determining your optimum solution is to conduct a complete review of your current and future requirements. We conduct a comprehensive assessment of current technologies and processes to identify gaps and opportunities.
We review your current technology goals and ensure that they are aligned with your corporate mission and mandate with a strong focus on how technology impacts the customer experience. Our team of technology professionals will conduct a gap analysis in order to create an opportunity matrix for maximum impact. A key component of this phase is a full situational analysis that includes an on-site assessment in order to identify your hardware, software and data requirements. The goal of this phase is to understand your current situation in order to determine your technology requirements for where you want to be.
We take what we have learned in the Determine phase, and convert our key learning into an effective and actionable plan.
Our team works with you to define the budget, timeline, preferred technologies, and key deliverables to complete the work. We offer best in class technologies that are customized to meet your unique needs with respect to:
- Requirements & recommendations
- Standard versus Cloud
- New technology versus upgrades
- Hardware, software, connectivity
- POS, debit / credit
- Service Level Agreements
With the implementation strategy in hand, we develop an executable plan that leverages best in class technologies and solutions. We are constantly evolving and pride ourselves on leveraging the combined strength of our capabilities until we’ve found the best possible solution with our best in class solutions and partners. We understand retail and the technology that drives performance. We only deploy state of the art technologies that have been tested with a proven track record and the highest standards of quality control. Only when all development and testing is complete do we go live. The following list highlights our core capabilities and deployments:
- Current technology deployments
- Payment processing and polling
- Supply chain Integration
- Cloud-based solutions
- Kitting and assembly
- Configuration and integration
- Asset tagging and management
- Training and knowledge transfer
Once the project is launched, we establish a complete roadmap for continuous improvement and future enhancements. We work hand in hand with you to monitor performance. We offer a fully integrated, totally managed solution with 24/7 support for all hardware, software and network solutions. Retail Services Group Inc. sets the industry standard for effective and efficient rollouts and we have a complete customer support team dedicated to in-store, on-site, and remote support.