Your call is important to us, because it’s important to you. Our Call Center handles an average of 150 calls per day. Here’s how we manage to do that:

The Call Center

The Abacus Customer Solution Call Center philosophy is simple. The Abacus Call Center:

• Identifies and manages customer mission critical challenges immediately on a “one touch” basis. (Customer mission critical challenges are those that adversely affect the customer ability to service his customers.)
   
• Routes and escalates non-mission critical issues to the appropriate resources within the company.

Calls are segregated into four major groups to enable us to respond as rapidly as possible to any customer need:

» Mission Critical. Our highest priority. If you have a challenge to your business—for example, credit cards or a terminal down—we make it our business as well. Mission critical calls are immediately identified and corrected or escalated to the proper resource.

• 74% of our calls are handled with no wait
• 25% of our calls are handled with an average hold time of less than 20 seconds

» Field Service. By offering the full range of Radiant products, Abacus can offer its customers the Radiant Advanced Exchange Depot (AED) program, ensuring the replacement of all system hardware.

» Higher Level Aloha Consulting. These calls are scheduled changes to your business; for example, if you want to switch to a new credit card processor. These calls also involve training programs and Aloha programming changes.

» IT Management. Abacus manages technology. These calls involve such issues as virus infections, system slowdowns, spooldown, and redundancy. IT calls can also involve such environmental issues as electrical cabling, DSL, and VPN.

»Call Center Support. 24x7 phone support for a fixed yearly cost that is affordable and dependable.  Over 80% of our incoming calls are actually answered by a qualified support technician without going into a call queue or voice mail box.  Getting actual live support will reduce your downtime and allow us to work your issues when you are ready to.

»Maintenance Support:

Call Center Support. 24x7 phone support for a fixed yearly cost that is affordable and dependable.  Over 80% of our incoming calls are actually answered by a qualified support technician without going into a call queue or voice mail box.  Getting actual live support will reduce your downtime and allow us to work your issues when you are ready to.

Radiant Hardware Maintenance (Advanced Exchange Depot). Full unit replacement on hardware lowers total cost of ownership and reduces downtime.  If you have a hardware failure a reconditioned unit will be sent to you.  These replacements are reconditioned utilizing Radiant’s ISO certified quality management systems; the highest level of quality is embedded in every step of the repair process.

Aloha Software Membership. Aloha software membership gives you the opportunity to take advantage of cost savings and enhancements built into new software releases.  In this age of heightened security concerns, Aloha is committed to providing clients with solutions that assist them in avoiding financial and reputational losses as well as safeguarding their customers’ information.  You will have the opportunity to upgrade your system each time a new software version is released

Maintenance Agreements:

Abacus Service and Maintenance Agreements are available to customers who want that
extra piece of mind knowing that there equipment is covered for a specified time period
regardless of the amount of service needed.
Abacus recommends three levels of support allowing you to
choose what best fits your companies needs.

Complete Support Plan

24 hours/7 days a week Call Center Support
Radiant Terminal Replacement (same day with technician)
Radiant Fileserver Replacement (NBD with technician**)
Epson Printer Replacement (same day with technician)
Aloha Software Membership
Aloha Software Membership

Extended Support Plan

24 hours/7 days a week Call Center Support
Radiant Terminal Replacement (NBD)
Radiant Fileserver Replacement (NBD**)
Aloha Software Membership
Aloha Software Membership

Basic Support Plan

24 hours/7 days a week Call Center Support
Radiant Terminal Replacement (NBD)

MULTI YEAR PRICING IS AVAILABLE

** Includes Fileserver & Peripherals
Same day on-site technician hardware replacement
NBD refers to Next Business Day
Aloha software membership refers to having access to any Aloha version releases

Please note that the above service plans are the recommended Abacus service plans.
Other options and combinations are available upon request

Who else measures their speed of service?

Abacus. You can count on us.