Outsourcing Helps POS VAR Meet Needs Of National Clientele

As program manager for the TSI Division of NewBold Corp., a national POS retail solutions company, John Eibes often coordinates the opening and closing of specialty retail stores around the country. After trying several options to streamline that process without compromising its quality standards, this POS solutions provider has landed on a reliable system. The company uses OnForce, an online marketplace for more than 12,000 service technicians, to augment its staff, both in number and geographic location. “The most significant part of our relationship with OnForce is that while I am using a partner I have identified through OnForce, I still have full access to them as if they are my own techs,” says Eibes. “I can talk to them before, during, and after a job — whenever I need to. That one-on-one communication provides better service to the customer, and that is our goal.”

A perfect example of how TSI uses OnForce is the opening and closing of retail stores, which is often done under a tight timeline. “A challenge early on was getting the POS equipment boxed up and shipped back to us at a reasonable cost and in good shape,” explains Eibes. “Now, we create packing instructions that we send to the outsourced tech, who goes to a local shipping store, buys the materials, boxes everything up, and ships it back to us.” Eibes says techs not only understand how and why certain materials need to be handled, but they also can ensure nothing is damaged while it is being disconnected. The same process works when a store opens. “We stage the equipment here and do as much as possible before we ship, but we still need someone there who can understand our documentation for setting up and connecting the equipment, and then troubleshooting the system,” says Eibes. With OnForce, TSI gets that level of technical knowledge and reliability. www.onforce.com