Point-of-SaleTechnology and Service Provider Relies on Kaseya for Greater Control Over Growing Global Network Subtotal POS prides itself on fast service. Catering to the Quick Service Restaurant (QSR) industry, the company develops, sells and remotely manages Point of Sale (POS) systems to fast food restaurants worldwide, providing them with a robust and intuitive platform for their franchise businesses.The systems combine menu ordering, credit card transac- tions, cash register, receipt printer and display as a single integrated system, allowing cashiers to quickly take food orders, collect money and make change. Speed is not only expected.
It is required. One of the company 9s largest customers isTaco Del Mar, a Mexican fast food restaurant with 100 locations in NorthAmerica. Several Subtotal Supreme systems are deployed in each franchise that Subtotal POS remotely manages from a central Network Operations Center (NOC) at its headquarters in Nova Scotia, Canada.There, IT technicians regularly update the systems 9 POS application and resolve any help desk issues that may arise.
In the fast food business where time is money, it is critical that administrators are able to seamlessly and quickly gain access to the systems without disrupting normal business operations. However, the existing remote management solution used by Subtotal ... more. less.
POS required initial on-the-fly configuration to initiate a session, requiring administrators to key in an IP address for each client. Often, the IP address wasn 9t known, and the administrator would have to look it up or ask a person on-site 4who typically wasn 9t a trained IT technician.<br><br> Just to log on to the system to do a basic task took up to 20 minutes, often longer than the time it took to do the actual maintenance.With franchises expecting reliable availability of their POS systems during business hours, the long time-to- resolution was not ideal. cWe needed a way to quickly remote in, identify the problem, troubleshoot it and get the system back in operation as soon as possible, d said Kenny Marsters, IT technician, Subtotal POS. cOur customers base their business on fast service, so we need to mirror that in the services we provide them. d Integrated IT Management Subtotal POS deployed a remote and automated IT management solution from Kaseya, giving technicians the ability to gain access to and control over any of their POS systems deployed inTaco Del Mar franchise locations from the company 9s NOC in Nova Scotia.This continuous access and transparency into the systems allows technicians to conduct regular software updates and resolve availability and performance issues as they arise. Now, the fast food restaurants have reliable access to the POS systems that run their business, enabling them to serve more customers more quickly.<br><br> cIt really is amazing how fast we can remote in to these remote systems and troubleshoot issues, d Marsters said. cKaseya has effectively cut our time to resolution times in half. d > Kaseya.com CASE STUDY Company Profile: Subtotal POS is a leading provider of advanced Point-of-Sale (POS) technol- ogy and services to the quick service restaurant industry. Subtotal has sold more than 7,000 systems in 19 countries. Website: www.subtotalpos.com Business Challenge: Subtotal POS needed a reliable IT management tool in which to gain access to 100 POS systems deployed inTaco Del Mar franchises across NorthAmerica.With speed and a low time to resolution critical components of its services, technicians have to be able to quickly update software and resolve help desk issues.<br><br> Given these mandates, the company can 9t rely on IT management solutions that require complex or manual configuration or take too long to make a reliable connection to remote clients. Solution: Subtotal POS deployed a remote and automated IT management solution from Kaseya, building the management agent directly in its Subtotal Supreme POS systems.The solution gives technicians the ability to quickly and non-disrup- tively remote in to systems deployed inTaco Del Mar restaurants, making sure they are updated with the latest POS software updates and the systems are working reliably. > kaseya.com Technicians install the Kaseya client in each Subtotal Supreme POS system before it is shipped to a newTaco Del Mar restaurant.<br><br> Once the terminal goes online, technicians have immediate visibility into the system without having to manually create a session each time 4the ma in reason regular maintenance took so long in the past.Through aWeb-based management console, technicians can push out software updates and troub leshoot help desk issues from anywhere with an Internet connection. Technicians can also track the status of each system, knowing whether it is online, and flag any availability issues in real-ti me without having to wait for busy franchises to call in the problem. Everything is available on one screen, giving Subtotal POS a complete snapshot ofTaco Del Mar 9s POS systems at any time and ensuring consistency between franchise restaurants.<br><br> Quick, Reliable IT Service Equals Fast Food The ability to update software on the fly 4including menu additions, price changes and discounts 4and resolve help desk issues qu ickly and in a non-disruptive manner, enablesTaco Del Mar to provide fast, consistent and quality service to its customers.This convenience al lows each franchise to serve more customers and makes it more likely those customers will return.This commitment to excellence starts with cashiers having reliable access to the POS systems that run the restaurants. cThe ability to provide fast, reliable and consistent IT service through the Kaseya agent is such a valuable commodity, d Marste rs said. cWe 9re a word of mouth business, so we need to make sure our customers are taken care of in a consistent and timely manner. d This value sometimes manifests itself in unexpected ways. EachTaco Del Mar franchise is required to send weekly sales figures t o headquarters 4a process done automatically through the Subtotal Supreme systems.<br><br> Sometimes, the numbers do not arrive at the end of the week, g iving the Kaseya solution an early indication that a restaurant 9s Internet connection is down or inconsistent. In many cases, this early detecti on has led the restaurant to move to a new, more reliable Internet service provider, serving as a best practice approach for finding and resolving connec tivity issues. cThe ability to provide fast, reliable and consistent IT service through the Kaseya agent is such a valuable commodity.<br><br> We 9re a word of mouth business, so we need to make sure our customers are taken care of in a consistent and timely manner. d -- Kenny Marsters, IT technician, Subtotal POS The Kaseya solution has also provided a valuable training tool for cashiers. Subtotal POS representatives can take control of a POS system in a new franchise and walk employ- ees through the process of taking an order, registering it on the touch screen, taking payment and making change.The cashiers can simply stand in front of the system and a speaker phone, watching the cursor move through each feature. Contractual obligations prevent Subtotal POS from implementing Kaseya in all their customer environments, but Marsters says that he would recommend that future POS deployments be supported through the software.<br><br> cKaseya gives us a consistent framework in which to manage our POS systems from a single, consolidated NOC, d he said. cIt 9s led to greater control over our growing global network and has dramatically improved the services we provide our customers. d Key Benefits " The 100Taco Del Mar franchises are able to deliver quality fast food to customers in a timely manner " System software is updated regularly 4including changes to the menu, prices and discounts 4 ensuring consistency between restaurants " Help desk resolution times have been reduced in half, getting failed systems back up and running more quickly " Training sessions can be conducted remotely as technicians are able to walk cashiers through each process " Technicians are able to see when systems boot up, identifying and addressing potential availability issues as they occur About Kaseya Kaseya is a global provider of IT automation software for IT Solution Providers and Public and Private Sector IT organizations. Kaseya 9s IT Automation Framework allows IT Professionals to proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. Kaseya 9s technology is licensed on over three million machines worldwide.<br><br> 09/08