When your grocery store POS system fails during peak hours, every minute costs money. Recent research shows retailers lose $855 per hour when POS systems go down at a single location, and relaunch can take nearly 5.5 hours. For small grocery stores operating on thin margins, this kind of downtime can eliminate weeks of profit.
The problem gets worse when you consider that 32% of consumers will abandon a brand after just one bad experience. When customers can’t pay with cards, they don’t just wait around.
That’s why grocers deserve support that truly understands their business. Creslane delivers exactly that, with support built for the realities of grocery stores.
Why Grocery Stores Need Specialized Technical Support
Grocery tech support needs to be faster, smarter, and more in tune with your store operations. Most POS systems treat grocery stores like any other retail business. They don’t understand that your system needs to integrate scales for produce, handle WIC and EBT transactions, manage deli printers, and process dozens of payment times.
When something breaks, generic support representatives ask basic questions that waste precious time while your customers wait in line. Generic support also operates on business hours, which doesn’t work when your store opens at 6 AM or stays open until midnight. Your peak sales happen on weekends and holidays when most tech companies are closed.
Creslane’s Grocery POS Support Difference
Actual Response Times That Matter
CresLane categorizes support requests based on business impact. If customers can’t check out, your system is down, or price changes aren’t working, we respond in less than 30 minutes. These are the issues that cost you real money.
For non-critical issues like training questions or minor adjustments, our Jira ticketing system provides responses within 4 hours. Hardware problems with printers and scanners usually get resolved quickly unless the equipment needs replacement.
Compare this to industry standard, where 87% of retailers wait up to four hours for any response, regardless of urgency.
Remote Problem Solving Without Store Disruption
CresLane uses LogMeIn remote access to diagnose and fix most issues without sending technicians to your store. We can access your checkout lanes, back office computers, servers, and connected systems remotely. This means problems get solved while customers continue shopping and checking out normally, and staff can focus on customers instead of troubleshooting.
Price changes that need to happen across your entire system typically get completed within a day. We help configure your coupon engine for promotions and provide specific guidance on fraud protection, including steps to prevent pinpad skimming.
Support That Understands Grocery Operations
Our support team knows grocery store workflows. We understand why a scale malfunction in the produce department is more urgent than a receipt printer issue at one checkout lane. We know that WIC transactions require specific PLU mapping and that deli operations need specialized label printing.
This grocery-specific knowledge means faster diagnosis and solutions that actually work in your environment. CresLane also provides full customer support in Spanish, including phone support, email assistance, and ticket responses from our bilingual team.
First Month Support
During your first week and month after going live, CresLane provides additional training sessions and regular follow-up calls. We want to make sure your store runs smoothly and your staff feels confident using the system.
We track support tickets and calls from new stores and proactively reach out when we notice patterns that suggest additional help might be needed. New stores send fewer tickets over time as staff become comfortable with the system.
POS Software Troubleshooting Without the Runaround
Most grocery store technology support involves long hold times, multiple transfers, and representatives who don’t understand your business. CresLane’s approach focuses on solving problems quickly.
Our remote diagnostic capabilities mean we can see exactly what’s happening with your POS system without you having to describe symptoms or run through generic troubleshooting steps. We can identify whether issues are hardware-related, software-related, or integration problems.
For supermarket point of sale software issues, this direct access approach eliminates the back-and-forth that wastes time during busy periods.
Support That Scales With Your Business
Whether you operate one small grocery store or manage multiple locations, CresLane’s support structure adapts to your needs. Single stores get direct access to our grocery-focused technical team. Multi-location operations benefit from centralized ticket tracking and consistent support processes across all stores.
As you grow from one location to ten or more, our user management system and support processes scale without requiring you to change how you get help.
Ready to See the Difference?
CresLane provides grocery POS support built specifically for independent grocery stores and small chains. Our response times, grocery expertise, and remote problem-solving capabilities are designed around the realities of grocery store operations.We’re so confident in our POS solution for grocery stores that we offer a 100% satisfaction guarantee. Schedule a demo to see how CresLane can reduce your technology stress and keep your focus on customers where it belongs.