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  • Out-of-date equipment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)
  • SureCall Cell Boosters
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

  • "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
  • "Whenever we have an issue it is resolved fast and everyone is so pleasant to deal with."

    - Raymond Breakfield, Fourway
  • As always, fast & curteous response! Appreciate TelWare and the customer service team! Thank you for your continued great services!

    - Melody McNally, Carmel Baptist Church
  • "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.
  • "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.
  • "Very fast response to the request. We are truly pleased with the outstanding customer service provided by TelWare. Thank you again."

    - Tamara Williams, Presbytery of Charlotte
  • "Jimmy was great to give me the time and expertise that i needed to make the decisions that I am trying to make for planning some new work. He is always great to work with."

    - Tammy Hawn, Town of Maiden
  • "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
  • "What was needed was done very quickly! Excellent!"

    - Karen Russell, Mint Hill Cabinets
  • "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
  • "Tech was friendly and knowledgeable. Great Service!"

    - Greg Adams, National Aviation Services
  • Fred was very quick to send someone out to help us! The tech's sent were very friendly and in the end we were up and running more quickly then expected. Thank you!!

    - Kathy Bowles, Guard-One Protective Services
  • "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

  • "Brian was very responsive and informative. He was able to resolve the issue in a timely manner. Thank you!! "
    - Cailyn Carroll, ComplianceLine Inc.
  • "I just wanted to send you both a note about Wendy. I’m not sure of her last name, she answers the phone when I call in to place a service ticket. She has helped me several times in the last few weeks and always goes above and beyond to help me with what I need. Wendy is so pleasant and helpful and I just wanted to let someone know what a great job she does. "

    - Dawn Haithcock, NBFSA Administrative Solutions
  • Great customer service as always! - Fast response and always good! - Sincerely, M. McNally

    - Melody McNally, Carmel Baptist Church
  • "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
  • "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
  • "TelWare techs are great. They know their product and are always personable."

    - Jeff Tomich, Woodward Compressor Sales Inc.
  • "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
  • "Larry is the best technician ever! Knowledgeable and patient. Thank you, Larry!"

    - Ruthie Tart, Movin' On Movers Inc.
  • "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
  • "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
  • "Technician was very nice and could spot the problem quickly. I appreciate how fast your company responses to our issues! Thank you! "

    - Waynette Adamczak, Clemmons United Methodist Church
  • "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.
  • "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
  • "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

  • "Cliff was very patient, professional and spot on with my many requests! Thank you very much Cliff! "
    - Karen Lucas, Mental Health America of Central Carolinas
  • "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
  • "You rock! Thanks :)"

    - Gabe Stefanescu, Integra BMS
  • "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
  • "Jimmy Woods was great to work with. Very nice and helpful. Seemed generally glad to help me."

    AND

    Went above and beyond to help. Great staff.

    - Cathy Batten, Hubert Whitlock Builders
  • "

    - Chuck Pease, Ryan Building 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.
  • "Lucas King continues to react to our requests and needs with urgency and professionalism. Customer service like this is why we selected TelWare for our telecommunication needs."

    - Wes Roan, Johnstone Supply
  • Johnny and Matt continue to impress with their ability to finish on time with the changes on our end that happen even at the last minute. Keep up the good work and thanks for not complaining over all the last minute changes as it frustrates me also.

    - Paul Dyson, CaroMont Regional Medical Center
  • "Great service every time. Well explained when given explanation of issue we had."

    - Cathy Batten, Hubert Whitlock Builders
  • "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
  • Fixed the problem after hours, Brandon that helped me was very pleasant to talk with and got everything fixed within just minutes. Thank you Mitzi Hutchens

    - Mitzi Hutchens, YVEDDI Public Transportation
  • "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
  • The technicians that arrived were very professional, communicated well, dressed in proper attire, had the right tools and parts, worked in a timely manner, made sure I was happy before they left. I wouldn't hesitate to contact TelWare for my future communication needs

    - Larry Brown, Northlake Mall
  • "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
  • "It is great working with TelWare. The work is grade A and [Matt is] very knowledgeable."

    - Linda Bennet, Small Business Administration
  • "Responsive and knowledgeable staff. Cliff is easy to work with!"

    - Scott Urban, NASCENT Technology, LLC
  • "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 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
  • "I am very pleased with the quick response and the options that were offered as solutions. Fantastic customer service by Taffy and Cecil. :-)"

    - Carolyn Kirkley, Foundation of Shalom Park
  • "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

  • "What made my service great was the response time. I initially missed Michael Fisher's phone call then before I looked up he was in my computer asking if he could assist me. Thank you for your prompt service!"
    - Natasha Brinkley, DecisionPathHR
  • "[TelWare's] support team is awesome. Every time!"

    - Christina Fairbank, Price Brothers Plumbing
  • "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.
  • "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
  • "Thanks again, you guys are doing great work for us. Sometimes we don't thank you all enough."

    - Chris Sheraden, Advanced Maintenance
  • "Polite, great customer service."

    - Sabrina Perry, Thermo King
  • "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
  • "Every time I call, TelWare is always on top of our needs in a very timely manner. Thanks!"

    - Andrea Whilden​, Southern Ag
  • "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.
  • "Excellent execution. Quick response. I highly recommend TelWare for all phone and network needs."

    - David Myer, Portrait Innovations Inc.
  • "Stan is always awesome and a pleasure to work with.”

    - Christy Sellers, American Scale
  • "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
  • Kevin was very helpful. I appreciate the time he took even though it was just to come install a small wireless headset for me. It gave us an opportunity to discuss future business between Crown Builders and TelWare.

    - Tara Taylor, Crown Builders
  • "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
  • "Brian was very helpful and handled the issue very quickly. He also followed up with me to see if he could help with anything else. I am very pleased with his service."

    - Victoria Hayes, Ted A Greve & Assoc
  • "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
  • "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
  • "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
  • "Brandon was awesome and got us up and running quickly!"

    - Dave Ford, AVP Productions
  • "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
  • "Quick and friendly service. I love being able to quickly get in touch with an actual person who is willing to help!"

    - Tracey Combel, Town of Matthews
  • "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.
  • "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
  • "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
  • "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 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
  • "Would not call anyone else to help with our phone needs."

    - Lisa George, Ketchie Houston Inc.
  • "You all are wonderful with response time and resolving issues quickly. Thank you so very much!"

    - Christy Sellers, American Scale
  • "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
  • "I would absolutely recommend TelWare! They have been dependable, and their team has been very professional and responsive."

    - Richard Kelly, Plant Manager, Fleming Laboratories
  • "Quick and friendly service. I love being able to quickly get in touch with an actual person who is willing to help!"

    - Tracey Combel, Town of Matthews
  • "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.
  • "What made my service great was the response time. I initially missed Michael Fisher's phone call then before I looked up he was in my computer asking if he could assist me. Thank you for your prompt service!"

    - Natasha Brinkley, DecisionPathHR
  • "Prompt and accurate service as always."

    - Vincent Saelzler, Financial Research Associates LLC
  • "Fast, friendly and thorough."

    - Julia Melerine, Crosland Southeast
  • "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 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.
  • "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
  • "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
  • "Awesome support like always!"

    - Chuck Young, Flow Automotive Corp.
  • "Our needs were addressed quickly and without any effort on our part."

    - Heather Phillips, Action Food Sales

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