A Day In The Life – GS Systems – Support

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GS System is made up from a team of hospitality industry experts, which enables us to understand the wants and needs of your business.

We are a professional Epos and business solution system provider, with over 40 years expertise in the provision and management of Epos Solutions for both the retail and hospitality industries. We will work with you from planning, implementation and continued support in order to provide a industry leading solution that fits seamlessly into your business.
Our experience encompasses the latest hardware and software applications backed up with our own in house account, implementations, support and development teams; all of our experience will prove invaluable in implementing the best solutions for your business.

Andrew Elliot is head of support & projects at GS Systems. Andrew has worked in both the hospitality and retail sectors before specialising in IT and working with the likes  JW Lees, Joseph Holts, Samuel Smiths,  Oxfam and the RSPCA, giving him first-hand knowledge, experience and understanding of the challenges faced within the industries.

GS Systems’ support division tends to differ from day to day depending on clients wants and needs. Having said that, here is a brief overview of A Day in the Life of GS Systems Support!

Do you have a routine at GS or is every day different?

In Support, we start off each day by having a morning overview meeting to coordinate projects, support and implementations.


Each day from there is very different with all team members being multi-skilled. All of our team are also product masters within their field of expertise. This allows us to provide industry leading products, services and support.


Our days often contain multiple components which include:


  • Training inhouse – To keep up to date with the latest technologies and features
  • Telephone/remote support – Where we provide both technical and operational support
  • Nationwide system implementations – Our team provide installation, training  and live cover nationwide
  • Callout support – We have strategically placed engineers to provide onsite assistance when required
  • Project management – Site survey’s, project plan’s, technical specification documentation


What is the most enjoyable part of your job?

Seeing the smile on our customers face or the look on their face when we demonstrate what our systems can do. It’s very similar to watching my 3-year-old in the toy shop, Magical!


Being able to provide products and services that have a positive impact on people’s lives – it’s why I have worked within the industry for 15 years and counting.


I have a shelf at home that is filled with trinkets and “thank you” items from the customers I have worked with. One of the most memorable moments in my early career was when I was presented with a Glass Paperweight inscribed with “Thank you”!


Why is the support at GS better than what anyone else offers?

Many of our team members have been on the other side of the fence and worked in hospitality/retail. This gives us first-hand experience of what it’s like to be in our customer’s shoes – we simply understand, we care, and we have the drive. It’s what we are passionate about!

We live by our vision of “Being the Best, making a difference and having fun”.


Why do you feel customers would choose you over anyone else?

Our customers choose us as we help them to improve their GP’s, streamline operations and provide solutions that not only meet their expectations but smash them! Our systems work for you, you shouldn’t have to work around your system!


What issues do you often find yourself helping customers with?

I often find myself making our customers aware of other services and products we can provide to increase their productivity and profitability. Examples of this are labour and scheduling or Max bookings [LINKS]


Do you think customers benefit from the training you provide?

Upon completion of our training, our customers are able to utilise our solutions to their full capabilities and take advantage of our operational experience.


How important is the support you offer your customers?

When our customers need us, we are there for them. We are seen as an extension to our customer’s teams. We don’t just provide technical support, we are here to help even on operational queries! We are also the team you can rely on in the unfortunate event you have a major fault. We will be on hand to get you operational again.


How long does training on your equipment take?

Our systems and services are very intuitive. Learning how to use our front-end system takes minutes and mastering the range of MAX suite products are often split up over 3 half day sessions.

In all honesty, we provide our customers with solutions and as such, our training packages are built around the customer and the solution that is right for them.


If someone needs support, how long is it before you contact them?

We are available on our support number 24 hours a day, 7 days a week, 365 days a year, or via email which is monitored during normal working hours.


Do you only offer remote support, or do you provide on-site support too?

We provide telephone, remote, video conferencing and onsite support


What is the follow-up procedure when a customer’s issue is resolved?

We will contact the customer to provide an update, we will ask if there is anything else we can help them with. We also follow up a completed Job by sending out a feedback request. This allows us to monitor and ensure we are providing an excellent service.


If you have a support query about your EPoS system, get in touch today! Email info@gs-systems.co.uk or call us on 0161 483 5595