Helpdesk, Hardware, EPOS, MDM and Instore Technology Support and Maintenance

The technology that is deployed in stores and restaurants has evolved significantly in recent times. Vista prides itself on keeping ahead of this technological curve and has a proven track record of being the first service provider to launch solutions to support and maintain new technology.

Whether a store, restaurant or pharmacy has an ageing EPoS estate or they have state of the art hybrid EPoS, Vista can provide cost effective maintenance contracts that deliver industry leading quality of service, efficiency and effectiveness.

Our maintenance contracts are not limited to the EPoS. Vista will provide a comprehensive one stop cover for all technology that is deployed in store, including routers, switches, servers, Wi-Fi access points, RFID, time clocks, tablets, digital signage and more.

Vista is the largest independent EPoS and in-store technology service provider in the UK and we have established relationships with hardware manufacturers. Many of them use Vista to provide the warranty support for their products.

Field Service Engineering

Our field service engineers are highly trained both in the technical and customer handling aspects of the role enabling them to respond to our customer needs, resolving technical challenges and maintaining excellent customer relations. Located across the length and breadth of the UK our engineers are dressed in Vista branded clothing, have company vehicles and are connected to the business via mobile tablets which ensure our business and customers are kept up-to-date with real-time information. 

Vista’s extensive secure logistics network systems and spares inventory ensure that our spare parts are always available to our engineers to meet our SLAs. This is achieved though analysis of call data patterns, trends and geographical demand. This enables our logistics teams to make the correct decisions when it comes to spares placement in FSE vehicles, our national distribution centres and forward stock locations.

Repair Centre

Our 33 strong repair team has a wealth of experience in the repair of retail technology. They all have a strong background in electronics, electromechanical, PC and I.T. services. Repairing to surface mount component level they are able to ensure we can extend the life of your legacy systems even if some providers have declared them end of life. We’re often repairing products that the manufacturers no longer support. 

Contact Centre

Vista has a highly experienced contact centre that is capable of handling technical calls for help from both in-store colleagues and customers' helpdesks. The contact centre team will manage our customers' fault calls from cradle to grave ensuring that our customers are kept up-to-date with the status of their fault calls. They are closely supported by our technical services group, assembled from some of the most experienced field service and repair engineers. TSG offers 2nd line support to our customers and the contact centre team and are able to calmly talk our customers through the issues that can be resolved over the 'phone or remotely.

Vista has created a culture of continuous service improvement (CSI), whereby our teams are actively encouraged to question the norm and analyse the data from our systems to ensure the decisions we make in the business have our customers' best interests at heart. Our CSI initiative, built in-house and based on ITIL principles have proven to reduce service calls, improve system reliability and uptime. This creates greater efficiency and service levels, all of which can be reflected in the price that our customers pay for their service.