Many Racktime clients outsource their helpdesk for example for technical displays, client portals or in store demo units
At Racktime there are 2 levels on which you can outsource your helpdesk:
First-line helpdesk; our employees function as a contact for phone calls and/or emails. They respond to the simple questions, refer people and if necessary inform you about substantive questions or issues
Second-line helpdesk; our employees respond to both the simple as well as the substantive questions (by phone and/or email), solve issues and give feedback to the notifier. At the same time, the second-line helpdesk signals points of improvement and actively thinks about structural solutions of regular issues.
Racktime offers this service by means of exclusive or shared helpdesk employees. In this way we can present an appropriate solution for any budget.
Every hour a POS system does not work is devastating for sales. At Racktime we have a big team of engineers available that does preventive maintenance on POS systems. Thus minimizing any chance for malfunction
Maintenance is planned periodically and the outlet concerned will be informed in advance if requested.
While at the shop, we can also perform other activities such as an audit, replete the POS materials and list the questions and/or remarks that come up in the shop!
A malfunction is disastrous when it comes to critical systems and a quick follow-up is necessary. Racktime has a team of commercial as well as technical people on the road. In all of the Benelux countries, they are able to solve the problem within 2 hours time.
The FieldCare agent identifies the malfunction well in advance and looks which engineer is close by and disposes of the necessary materials. In this way, 95% of the malfunctions are solved within the agreed Service Level.
Racktime provides in commercial people with technical know how. It is a unique combination in the area of Installation Services to combine sales skills with technic! It is not just a mechanic that your clients are interested in. Surprise them with truly customer orientated service. We help your retailers to sell more and we can switch fast.
Because of this we are like an extension of our customers in connecting them to new sales points, helping them with the preparations of exhibitions or events or launching big numbers of technical displays or in store demo units.
We immediately share the results of each installation with our clients by means of a report with pictures.
Een instore display heeft een belangrijke functie in de winkel om een merk onderscheidend te laten zijn en zichtbaarheid te creëren. Om onderscheidend te zijn, is het belangrijk dat de display meerwaarde biedt aan de shopper.
Door het toevoegen van een stukje hardware kan de functie van een display eenvoudig uitgebreid worden. Zo kan de content die de display toont op een scherm bijvoorbeeld starten wanneer het product wordt opgepakt. Door deze software te installeren is het tevens mogelijk om data te verzamelen over de effectiviteit van en de traffic rond de display. Ook eventuele issues zijn op die manier vroegtijdig te signaleren.
Racktime is de partij als het gaat om het beheer, plaatsen en onderhouden van technische displays.
Wij voorzien alle displays van een QR code waarmee de retailer gemakkelijk service requests kan doen. Uiteraard zijn de gegevens van de displays ook inzichtelijk in de online retail tool.
Voor het produceren van een display brengen wij u graag in contact met onze partners die hier in gespecialiseerd zijn.
Racktime takes care of the entire maintenance for De Nederlandse Staatsloterij/Dutch State Lottery and De Lotto of their sales terminals at over 4,600 shops in The Netherlands and solves malfunctions within 2 hours.
Racktime arranges installations, preventive maintenance and solves malfunctioning, thus taking care that sales terminals are always sales ready. Since 2010, Racktime disposes of a team of commercially trained FieldService marketeers with fully equipped vans, who are stand-by 6 days a week. For any possible malfunction, the retailer can call the 1st line help desk that will perform an initial trouble shoot. If this does not work out, the call will be forwarded to the FieldService marketeers that will solve the malfunction within 2 hours.
Over 7,000 visits a year and all malfunctions that impeded sales have been solved within 2 hours.
Racktime got the assignment to arrange a new shelf presentation for audio devices at 250 toy stores in the Benelux countries within one week and to provide this with security.
Racktime’s FieldService team was trained by the client about product information and all details. Subsequently all locations were scheduled and sent a letter in which the visit was announced. The FieldService staff visited the shops according to schedule, set out the new products according to the shelf planner and mounted the product protection. After everything was finished, the shop staff got a short training about how to use the security. A survey was filled out in order to gather some more market details and pictures were taken that were uploaded immediately in the online retail database. The leadtime from assignment to reporting of the project was four weeks.
In one week time, all sites were visited according to schedule and sales figures were far beyond forecast.
Field Service expert @Racktime
+31 6 21 27 60 30