Here’s a technology solution that promises to make retailers’ life easier by providing a single point of contact to fix a range of glitches. Point of Purchase gives you more details on this.
Let’s face it - technology today is an inevitable aspect of our lives. And when it comes to retail the range of needs is pretty long - right from monitoring shoppers to maintaining and upgrading technology, managing assets and backend systems, etc. to name a few. To understand each new technology and implement them on a constant basis is a huge task for retailers what with their hands being full already. Stepping in to make their lives easier is NCR Total Premise Services, a comprehensive solution to help retailers maintain high customer service levels, while managing costs.
Quite simply put, this software will help the retailers by providing a single point of contact for all types of issues. Says Jaivinder Gill, MD, NCR Corporation, India, “NCR’s Total Premise Services (TPS) conveniently provides comprehensive coverage to maximize system availability of retailers, airports and bank branches. Leveraging a combination of remote problem resolution, help desks, hardware maintenance as well as vendor management, NCR’s TPS will enable reduced downtime and cost thus improving operational efficiency and a better return on investment. NCR’s Total Premise Services includes Total Store Services for retailers, Total Branch Services for bank branches and services for the travel sector i.e. airports.”
Previously when an interruption was caused, retailers used to go to the vendor who provided the infrastructure. But with this service, they can simply connect with NCR, and get their glitches fixed in less time. They also have a dedicated customer care centre in India to assist the retailer with their SOS.
Besides, NCR also offers services which are predictive in nature; which ensure that the devices are always available when customers need them. According to the company, this is the first managed service that predicts failures on assisted and self-service terminals. Over a period of time, NCR also plans to look at expanding this to other sectors i.e. retail and travel.
Going by the benefits offered by the solution, we can expect the retailer to benefit in a number of ways. To begin with, with a single point-ofcontact responsible to manage the entire retail infrastructure, disruptions could be solved quickly. Also, with the help of NCR Total Store Service, the retailer can command higher solution availability. Retailers are also expected to benefit from NCR’s strong support infrastructure, round-the-clock availability of dedicated engineers, remote resolution capabilities and worldwide parts.
To lead smoother transition with improved operational efficiency, NCR also promises to deliver a team to manage operation from start to finish. They also help in providing a service partner who helps retailers in implementing solutions in a faster and in a more effective way along with managing effectively service costs. This service partner is, according to the company, a trusted partner appointed by NCR Total Premise Services who will know the business closely. They would also give process improvement ideas to the retailer in the various levels of business on a continuous basis. This obviously means less disruption for the retailer.
NCR plans to provide these services in a mix of both retainership and as a package, depending on customer requirements. The pricing will depend on size of technology required by the company and the extent of IT infrastructure that NCR will manage.
The facilitating of Total Premise Services will be done through direct sales and channel route to reach more customers, more markets and coinnovate.
Still in the nascent stage, NCR services do promise to change the way retailers approach their problems. Says Jaivinder Gill, MD, NCR Corporation, India, “NCR’s strong support infrastructure, round the clock availability of dedicated engineers, remote resolution capabilities and worldwide parts to drive higher solution availability enables quick provision of services. The dedicated Managed Services centre and extensive services foot-print across 260 service support centres in India will help management and execution seamlessly.”
Well, obviously for NCR there is a huge market to be tapped. According to the Business Maps of India report, the retail industry is currently growing at a great pace. It is expected that by 2013, the retail sector will go up to US$ 833 billion. This exponential growth in retail sector is taking place not just in major cities, but also in Tier-II and TierIII cities which the NCR is planning to target. Meanwhile, retailers now have some good reasons to cheer
Jaivinder Gill Managing Director NCR Corporation