Review Customer Service Process


 A $200 million company that provides technology solutions to the hospitality industry and the government. The hospitality segment serves restaurants, grocery stores, and specialty retail outlets with hardware, software, and a range of support services, including point-of-sale (POS) systems. The government segment offers intelligence, surveillance, and reconnaissance information technology/systems services to the U.S. Department of Defense and other federal agencies.

Project Goals

The company was experiencing a high level of customer dissatisfaction with its Point of Sale offering with its largest customer. There was a desire to determine and fix the problem in order to retain the business.


The project delivered: