The customer always comes first. And TelWare certainly had this old adage in mind when it tailored telecom solutions to meet retailers’ needs. From two-person mom-and-pop shops to 200-store nationwide retailers, stores of all sizes rely on TelWare to build a dependable infrastructure, exceptional customer service and first-class contact centers.

How Can We Help?

Challenges
  • Out-of-date equipment
  • More employees than phones
  • Roaming employees
  • Multiple locations
Applications
  • Phone systems (single site or multisite)
  • Installation of point-of-sale (POS) equipment
  • Music – overhead and music on hold
  • Paging, including register microphones and phone-system integration
  • Cordless phones
  • Call routing
  • Wireless access points
  • Toll-free or local phone numbers
  • Call recording
  • Customized automated attendant
  • Voicemail to email – ensures you never miss a message
  • Drive-up call boxes for pharmacy or parcel pickup
  • Customer Wi-Fi
  • Surveillance equipment
  • Structured cabling
  • TV and digital signage installation
  • Cordless phones for managers or sales floor clerks
  • Door chime notifying employees that a customer has entered the store
  • Equipment monitoring (HVAC, refrigeration control, etc.)
  • Merchant services (credit-card machines)
Benefits & Impact
  • Paging system: marketing announcements or overhead music
  • Improved customer satisfaction
  • Durable and easy to use
  • Employee mobility
  • Call routing sends calls directly to desired department or person
  • Reduced costs
  • Minimize overhead and maintenance costs with our included remote maintenance
  • Tailor customer journey with custom call routing
  • Co-location allows multiple stores to be on the same system
  • Measurable data identifies customer preferences
  • Hosted solutions need very little on-site equipment
  • Unified shopper experience
  • Scalable when your business grows
Important Infrastructure

The first step to a successful store is establishing the necessary infrastructure to function effectively. TelWare provides reliable and scalable structured cabling – the backbone of your communications and networking systems. Your store’s next priority is a quality single-site or multisite phone system, which can include cordless phones for mobile managers and sales floor clerks. Additionally, paging systems, fully integrated with the phone system, allow staff to communicate privately via cash-register microphones or publicly with overhead speakers. Our team of highly trained professionals can also install surveillance equipment to prevent theft, digital signage to display advertising or informational content, and point-of-sale (POS) or merchant-services equipment for quick customer checkout. Lastly, if your store contains systems that require regulation – such as refrigeration or heating, ventilation and air-conditioning (HVAC) – TelWare can provide the network connections required for remote access to the control-and-monitoring devices used to manage worrisome fluctuations.

Customer Service

TelWare makes it possible to provide a pleasurable shopping experience with outstanding service and convenience, thus building long-term loyalty. Imagine each customer visit beginning with a friendly employee smile and greeting – made possible by a door chime that alerts staff to arriving customers. The customer’s positive experience continues with popular overhead music, selected by the store to create an upbeat atmosphere. While browsing, the customer accesses uninterrupted storewide Wi-Fi to look up product information. When the customer approaches the registers for checkout, staff notice lines starting to form and immediately call for additional cashiers using the Telware-installed paging system. The customer quickly checks out with a new cashier using TelWare’s merchant services.

The next time the customer returns, she doesn’t have time to browse, so she utilizes the drive-up call boxes to pick up her pharmacy and parcel orders. Because the pickup takes just minutes, the customer drives away pleased and decides to use the service again next time.

Call Management

Call management is the last integral piece of the customer-service experience. With TelWare’s contact-center solutions, retail stores can easily alter auto attendants, seamlessly transfer calls to partner stores, and route calls to specific recipients or departments.

TelWare can also deploy both mobile and stationary solutions in a co-located system, so workers aren’t tied to registers or offices; if employees need to check the back of the store for a product, they’ll never miss a call, since the Find Me/Follow Me feature forwards calls to mobile phones.

With so many retail solutions to choose from, TelWare makes it easy for stores to put customers first.

Client Testimonials

  • "As usual, the technician (Larry) was pleasant, knowledgeable and professional. He always goes, what I feel, is above and beyond! We couldn't trust our phone system with anyone else."

    - Robert Newman, This End Up Furniture
  • "The technician, Scott D., was very helpful and friendly. He took care of all of the changes and crazy update requests with a great attitude and in a timely manner."

    - Brooke M. Horton, Smith Rowe LLC
  • "Thank you, Brian A., for taking care of this issue in a timely manner. Great to have [a] company that partners with us in our communications needs."

    - Matt Trent, Costner Law Office PLLC
  • "Awesome! As always – a fast, courteous and wonderful response! Thanks to Cliff for helping me out and resolving our issue! As one of the receptionists here at Carmel Baptist Church, I really love this new [Avaya IP Office] phone system, and the customer-service team at TelWare is excellent! I so appreciate all of you!"

    - Melody McNally, Carmel Baptist Church
  • "We had thought the ticket would be taken care of [the following week], but the ticket was actually completed the same day we submitted the request. Getting this completed prior to the employee starting enabled us to complete her onboarding process prior to her start date. THANKS, TELWARE!"

    - Kathy Halsey, Finance Administrator, Good Shepherd United Methodist Church
  • "Professional and High-Quality Interaction, Communication, and Service from Every Single Person in the organization with which we had contact: Doyle Blalock, first contact Gil McLean, scheduling and coordination Cecil, onsite tech "

    - Duane Bryant, Absolute Graphics LLC
  • "TelWare did a great job training us on how to use our new phone system! They broke the training into smaller groups to ensure everyone got personal attention and ... everyone’s questions were answered. I would definitely recommend TelWare!"

    - Jeff Landon, Premier Alliance
  • "Your customer service in setting up the service call was great, making sure that all questions were answered before hand. Your tech was personable, knowledgeable and very helpful!"

    - Debra Bell, Whole Family Chiropractic
  • "[TelWare's] support team is awesome. Every time!"

    - Christina Fairbank, Price Brothers Plumbing
  • "Our needs were addressed quickly and without any effort on our part."

    - Heather Phillips, Action Food Sales
  • "Johnny and Matt continue to be fast at reacting to our 'need it now' issues and I greatly appreciate their presence here."

    - Paul Dyson, CaroMont Regional Medical Center
  • "Brian A. was very professional and very helpful. He was patient and took extra time to provide some training and highlight features of our phone system that are currently not being utilized. I look forward to our newly established relationship! Thank you for the support!"

    - Tina Philbrick, Country Club of Salisbury
  • "As a design engineer with 20-plus years of experience, I have had the privilege to work with some great installers, and he was one of the best I’ve ever worked with."

    - Tim Nichols, Senior Network Engineer, Oldcastle Materials
  • "You have an incredible team, and I hope you know how valuable they are to us [Harris Teeter]. I appreciate you!"

    - Mary-Alice Faulk, Systems Support Desk Supervisor, Harris Teeter Inc.
  • "Thanks for the great service. TelWare met the expectation of having new-hire workstations set up before their start date. We think a new hire feels a little more welcome when their space is ready and waiting."

    - Kathy Halsey, Good Shepherd United Methodist Church
  • "We love Stan; he could never do any wrong. We very much appreciate the promptness of everyone at TelWare with our service needs. Thanks for being on top of things!"

    - Christy Sellers, American Scale
  • "All my experiences with Jake have been outstanding! He always does great work and has very strong customer-service skills. I deal with a lot of vendors in the IT world, and Jake stands out to be one of the best I’ve dealt with ... Thank you very much for all the hard work, and I’m sure we will be talking in the future on other projects."

    - Douglas A. Benuska, Information Technology, STV Inc.
  • "Thank you for the excellent service that TelWare provided to us, and we certainly will recommend you any chance we can."

    - Bettye Garmon, Garmon & Co. Inc.
  • "Every time I call, TelWare is always on top of our needs in a very timely manner. Thanks!"

    - Andrea Whilden​, Southern Ag
  • "I know that even if I'm not present while work is being done that Telware will do the job right and will handle all the details as requested. You guys are just awesome! all of you :)"

    - Carolyn Kirkley, Foundation of Shalom Park
  • "Prompt and accurate service as always."

    - Vincent Saelzler, Financial Research Associates LLC
  • "The guys (Kevin M. and Greg) finished up [relocating our network gear] this a.m. and did a fantastic job. Please pass my kudos along to their manager."

    - Matthew Evans, Chief Information Security Officer and Director of Network Technology, Alpha Theory
  • "You provided notice to us that you probably weren't going to be able to help on Friday due to the holiday week, but our job would be pushed to Monday. The technician called ahead of time [and] showed up first thing Monday morning. He was polite, pleasant and efficient. The problem was resolved quickly. Thank you!"

    - Toni Hagerman, Episcopal Diocese of NC
  • "TelWare was prompt and very professional. They went above and beyond to provide us great customer service. The installer we worked with was quite impressive with his knowledge, work ethic and follow-through. He went above and beyond to ensure we had everything we needed and ahead of schedule."

    - Tim Nichols, Senior Network Engineer, Oldcastle Materials
  • "TelWare made our last move as pleasant and seamless as could be. The quality of their work is outstanding."

    - Andre Bergeron, M.A. Stewart & Sons (USA) Ltd.
  • "Cecil gave me prices, discussed various options, & was patient with my questions. He also showed me several features on the phone should I want to make some changes such as ring tones. Thanks for excellent service!"

    - Julie Hester, Owner/Office Manager, North Mecklenburg Plumbing Co Inc
  • "Brian A., Cliff and Mike — thanks, guys! Without you, [our line trouble] wouldn’t have been resolved as quickly as it was. Everyone at TelWare has my utmost respect! Keep up the great work, guys!"

    - Jason Howie, Sys. Admin/Support Engineer, Financial Resources Group
  • "I just want to extend a well-deserved and not-expressed-enough thank you to ... the entire TelWare team for the exceptional job your guys and gals do taking care of Harris Teeter."

    - Jordan Walker, QA and Support Specialist, Harris Teeter Inc.
  • "Very knowledgeable and willing to help. [TelWare] was very patient in dealing with our issues with our phones. I would recommend you highly to anyone!"

    - Lisa George, Ketchie Houston Inc.
  • "My experience was great because the techs arrived on time and resolved the issue quickly. They also explained what caused our problem so that we could prevent a recurrence."

    - Chris McGroder, International Minute Press
  • "Sumner did an awesome job addressing my question about call listening. Troubleshooting errors was easy, and he was very friendly and professional."

    - Andrew Hall, Horizon Investments LLC
  • "You all are wonderful with response time and resolving issues quickly. Thank you so very much!"

    - Christy Sellers, American Scale
  • "Larry is the best technician ever! Knowledgeable and patient. Thank you, Larry!"

    - Ruthie Tart, Movin' On Movers Inc.
  • "Brian Andrews took over and got Windstream to my office and their equipment was replaced hopefully resolving the problem. Brian continually checked back with me to be sure it had been handled."

    - Kathy Hybarger, Southern Shows
  • "You rock! Thanks :)"

    - Gabe Stefanescu, Integra BMS
  • "Awesome support like always!"

    - Chuck Young, Flow Automotive Corp.
  • "Brandon was awesome and got us up and running quickly!"

    - Dave Ford, AVP Productions
  • "Jimmy was in and out in no time. He also showed me how I can fix this [problem] in the future."

    - Marc Phillips, Autism Services of Mecklenburg County
  • "Everyone at TelWare is so responsive and helpful. It doesn’t matter how big or small our requests, TelWare is always there to help right when we need it. I really appreciate your help with this [phone-relocation] project. Thanks!"

    - Carolyn Kirkley, IT Coordinator, Foundation of Shalom Park
  • "TelWare techs are great. They know their product and are always personable."

    - Jeff Tomich, Woodward Compressor Sales Inc.
  • "I would absolutely recommend TelWare! They replaced our old, antiquated phone system with a new Avaya IP Office system, and we couldn’t be happier!"

    - Rick Smith, Threadline
  • "Please let Gil know the guys (Travis and Tom) who came today [to install new cabling in our warehouse] were very professional and completed the job in a timely fashion. Thank him for us!"

    - Debbie Clay, Industrial Battery and Charger Inc.
  • "Due to the expertise of your team, you can rest assured that we will continue to utilize your services as our needs grow in the near future."

    - Kristine Maniscalco, Administrative Manager, B2R Finance
  • "Kevin M. and Cole were pleasures to work with today. They completed the work order with expertise and swiftness. I just wanted to take a moment to applaud the professionalism they extended to West Charlotte High School today. Thank you for sending them our way!"
    - Melissa Millner, Sr. Administrative Secretary, West Charlotte High School, Charlotte-Mecklenburg Schools
  • "The technicians for TelWare are outstanding! Cecil ... and Brandon ... came by and resolved all the issues over at the Mooresville store. Everyone’s very pleased over there."

    - Juan Rivera, Cannon Pharmacy
  • "I didn't have to do anything. I tell Doyle what I want and then I get an e-mail from Support saying it was done. Doesn't get much easier than that."

    - Tom Smith, Triad Radiology Associates
  • "It is great working with TelWare. The work is grade A and [Matt is] very knowledgeable."

    - Linda Bennet, Small Business Administration
  • "Tech was friendly and knowledgeable. Great Service!"

    - Greg Adams, National Aviation Services
  • "I just wanted to THANK everyone who came out last Thursday and was a part of installing our new phone system. You all did a great job! You were very professional, knowledgeable about the system and phones, and helpful to our employees. It was a pleasure working with you."

    - Vickie Funderburk, Info Systems/Human Resource, Parker Medical Associates LLC
  • "Excellent execution. Quick response. I highly recommend TelWare for all phone and network needs."

    - David Myer, Portrait Innovations Inc.
  • "We’re very happy with TelWare’s service! They installed the system in a timely manner and worked with us to make the customizations necessary."

    - Shannon Allmon, QEMS
  • "Jimmy Woods was great to work with. Very nice and helpful. Seemed generally glad to help me."

    - Cathy Batten, Hubert Whitlock Builders
  • "Fast, friendly and thorough."

    - Julia Melerine, Crosland Southeast
  • "Thank you for your prompt service ... by Jake and Micah to install our internet drops for our EMR installation process! Your service techs did a quick, thorough and undisruptive installation as was requested, and they kept the areas clean and neat!"

    - Veva Moss, Charlotte Ophthalmology Clinic P.A.
  • "Just wanted to let you know that Brian H. was awesome the last few days helping us ... He was happy and willing to do whatever was necessary to get the solution working. He came up with ideas and solutions to assist us and also stayed late to ensure that [the project] reached a successful conclusion."

    - Gary Crocker, Network Engineering Manager, Harris Teeter Inc.
  • "Stan is always awesome and a pleasure to work with.”

    - Christy Sellers, American Scale
  • "Thank you for sending Brian H. out today to address a voicemail issue. Not only did he address the voicemail problem, but he answered several other questions as well. Very helpful and pleasant to work with ... Thanks again for responding so quickly."

    - Debbie Sharpe, IT Support, New Garden Landscaping and Nursery
  • "The technician (Matt) went far and beyond with solution for our service. Finally, we got all figured out. Thank you Telware!"

    - Luis Varela, Statesville Country Club
  • "Would not call anyone else to help with our phone needs."

    - Lisa George, Ketchie Houston Inc.
  • "Thank you for providing great, consistent customer service over the last 13 or so years ... The level of excellence that TelWare provides is one that is truly exceptional. Thanks again for being such a good partner that we can count on for all our communication needs!"

    - Tim Owens, Engineering Manager | CTO, AE Global Media
  • "What was needed was done very quickly! Excellent!"

    - Karen Russell, Mint Hill Cabinets
  • "I would absolutely recommend TelWare! They have been dependable, and their team has been very professional and responsive."

    - Richard Kelly, Plant Manager, Fleming Laboratories
  • "Polite, great customer service."

    - Sabrina Perry, Thermo King
  • "Johnny and Matt M. always do a great job without complaining. They go above and beyond to complete the job on time."

    - Mark Huffman, Gaston Memorial Hospital

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