The 2017 season is well underway. If you asked me 26 years ago when we started writing the first version of Pro-ShopKeeper (now Club Prophet Systems) if we would be where we are today… I could never have imagined it. This spring, we added about 170 new customers. That alone is a monumental task as we physically go onsite to set up and train each new customer. While the majority are in the USA and Canada, we had a few trips to the far east (Japan and Vietnam) and a visit to Mexico that can really challenge the expertise in logistics. This is in addition to getting the current customer sites back up and running for the 2017 season after the winter lull.
We know that the phone wait times increase during the spring. While we staff around 35 Technical Support people at our corporate headquarters in Pittsburgh, many of those folks are traveling doing new installs at the same time call volume increases. We have installed new technology and reorganized our support department, which has helped a great deal. Still, we know that at times the hold queue can be frustrating.
The “busy season” for CPS starts around the PGA Merchandise show in January and lasts until mid‑May. So, the good news is that we are starting to slow down and most of the trainers will be back in the support office full time for the duration of the 2017 season. This translates to more bodies in the seats to answer the phones. At the same time, the number of calls from new customers decreases as they get more comfortable with their new POS system.
This past week, we sent out two customer surveys. One for the CPS Product (Software) and the other for CPS Service (Administration, Sales and Technical Support). If you did not receive the surveys (there are two of them) and would like to participate, please use these links:
We are going to allow a couple of weeks for the surveys to come in and then we will tally up and share the results. We have about 175 responses so far and there is a lot of great feedback. We are also going to raffle off two $100 Amazon gift cards to those who respond. Results will be shared on our Facebook page so if you have not already done so, please LIKE our Facebook page by clicking here.
There is also a lot going on with our technology including the new “CPS Air” app which is a completely mobile POS system that runs on an iPad. We are now beta-testing this at a couple of customer sites and there will be much more info on this as we fine tune the app. You can see a video of the product here.