Astems maintains the No. 1 market share in the service industry such as franchise, fashion, distribution, and restaurant service in providing POS system (Point Of Sales system) and related e-Business total solutions in Korea.

50% of stores using POS system nationwide, including small domestic stores, are Astems customers. About 20,000 RemoteView’s remote control accounts are used to manage POS systems and business total solutions at home and abroad.

01 Background

Since the POS system is directly related to the sales of a store, real-time resolution of the issue is of utmost importance. For this, remote control system is the optimal solution for real-time problem solving and it became one of the most important elements of the company.

The need to identify problems in advance through monitoring of customer systems and to provide stronger support by integrating with internal systems became necessary.
In response, Astems decided to support the POS system, which should not be stopped under any circumstances, by introducing a remote control system to assist with customer (store) problems in real time.

02 Usage

When Astems sells the POS system to the store, it not only sells the simple POS system, but also sells solution equipment connected to the POS system for store operation. When a customer requests to troubleshoot the POS system, usually it is not a POS system device failure, but a communication problem with peripheral equipment, virus infection of the OS or removal of essential files required for OS operation.

The occurrence of a problem in POS is directly related to sales, and the support service in the POS industry is often requires urgency. In particular, those inexperienced owners have difficulty in using computers and most of the time they just ask to ‘Come right now’. Astems adopted a method to solve the problem by installing a remote control solution program on the POS device to avoid unnecessary trips.

03 Results

At a highway rest area, one of Artems’ main customers, up to 20 payment-related equipment are installed per location. If a problem occurs, it is just impossible to ask the customers who are having trouble with sales to check all 20 equipment one by one.

Astems, through the remote control solution RemoteView admin page, controls all dozens of devices in a store from a single website (batch setting), so even if a problem occurs, it can solve the problem at once with remote control without causing inconvenience to customers.

“If there is a problem with the POS, 100% of the time the first thing is to try remote access. This is because, if you do not accurately know the customer’s situation and provide real-time support, it may affect their sales. The remote control solution in the POS system is an essential element of our customer service.”– Ha Sang-won, Head of Astems Customer Support Team