SPECIAL EDITION: SUPPORT-A-THON ROUNDUP

What was the Support-a-Thon?

We care deeply about providing the best experience not only for our restaurants but also for our internal support teams, who play a crucial role in providing you with the best support possible. This week, our product and engineering teams came together to develop creative solutions that will provide relief and support to our hard-working support teams in our first holiday support-a-thon. We had a panel of judges who went through all of the accomplishments of the week to vote on one winner with the biggest impact!

Who won?

• First Place: Location Lookup (Restaurant BOH)

  • Until now, internal teams supporting BOH have spent 1-2 minutes at the top of 15-20% of calls trying to figure out who they're speaking with—and from what location. Now, callers can communicate their location to Support in seconds. A new "My Location IDs" button in the BOH footer enables callers to find their Location ID and read it to Support. Support, in turn, can then search for the Location ID on BOH's new Location ID Lookup page. We estimate that Support will save 556 agent hours per year at current volumes and reduce call times concerning BOH by an average of 2.3%.

• Second Place: Enable the share screen from the Dashboard (Express POS)

  • Speed up the connection between Support and the client, by adding a share screen button that is going to automatically share the screen of the device with Support.

• Third Place: Automate E-Gift Card Onboarding (Giftcards)

  • Avoid support having to manually set up the e-gift digital storefront in Dashboard by utilizing the necessary API calls needed to enable the e-gift interface in Dashboard and create a digital storefront.

What did we accomplish?

• Automate Legacy Gift Card Uploads (Restaurant Reporting): Reduce the time to onboard new merchants with legacy gift cards by increasing the limit row count from 2,500 to ~500,000 rows.

• Auto-send diagnostics (Express Kiosk): Developed an automatic diagnostic trigger for the Kiosk solution to provide valuable insights into the system's performance and potential issues, enabling us to address them promptly and efficiently, possibly even before a merchant notices it.

• Diagnostics Slack Integration (Express POS): Avoid support teams having to contact the customer and make time approximations to find diagnostic information by automating the process so the support team receives a message in a dedicated Slack channel with diagnostic information log file reference.

• Partner API Assignment (Integrations): Create an API that will allow the support team to forgo the manual MongoDB updates to assign API grants to save them time.

• Extended Reporting Tool (Restaurant Reporting): For merchants that move from TSYS to FIS, they will be able to view total sales data from all of their old accounts, which will reduce support volume for merchants calling in to see past data.

• Change history for BOH settings (Restaurant BOH): We created a tool that makes it easier to view fields and common configuration data that support frequent accesses and allow them to view change-level data. This will help with determining the root cause and tracing down an issue and if merchants are currently in compliance with financial regulation and, if not, for how long have they been out of compliance.

• Group or split existing locations (Hub): Further automate merging locations into a group or split existing locations out of a group, which involves a transfer/move of all customer and loyalty data under the new ownership by moving the code from a sync call to an async call to allow the Hub code to finish unimpeded.

• Merchant configuration visibility (Express KDS): Save time for support issues related to configuration problems reported by a merchant. Currently, the merchant configuration is never included in the support ticket, and there are thousands of settings in the backend. We’ve created a full backend server and client library, allowing us to save client configuration (app version, library versions, connect configuration) on every login.

• Change of Business Structure and Ownership (Dashboard): By implementing a self-service entry point on the merchant dashboard, we can automate the process of changing the business structure of an existing merchant account. We’re aiming to leverage SpotOn Signup to make this experience much smoother for both the merchant and our internal support teams.

• Changes to Organization Selector (Restaurant BOH): Render organization selection more efficiently with checkboxes on the left-hand side. The functionality remains the same, but the performance of the rendering organization selection is faster. We decreased the time of rendering from about 2567ms to 27ms.

• Pairing RPOSA with SOC automatically (RPOS Custom Hardware): Lower support/implementation team effort and ease pairing SOC with an already provisioned RPOSA station.

• SubGroups Training Guide (Restaurant BOH): Help educate by creating an interactive training tool to help the support team learn more about what SubGroups are, why they are needed for menu programming, and how to create them.

• Scroll Bar in BOH (Restaurant BOH): Implemented a scroll bar for all BOH pages to make menu edits faster & more efficient for the support team.

• Correct Spelling of Saturday (Restaurant Reporting): Corrected a misspelling of Saturday in Reporting -> Organizations -> Select a site -> Fiscal Start of Week.

• Scrollbar for bulk editor (Restaurant BOH): Implemented a scrollbar within the bulk editor to make it easier for the user to know their position on the list and quickly move around.

• Sync Payroll ID from BOH to Reporting (Restaurant Reporting): Allow merchants to manage their payroll IDs for their employees themselves. Now, this syncs with BOH so that payroll ID shows up in the merchant's payroll report and payroll export.