Resolving the Point of Sale System Conundrum at Baskin Robbins

At the heart of Mount Druitt’s bustling Westfields, Baskin Robbins was facing a complex issue with its point of sale (POS) system. This problem had been persisting for six months, leading to operational inefficiencies and customer dissatisfaction. This case study explores the intricate details of the POS system’s issue and how SECURE A COM‘s expertise in telecommunications led to a successful resolution.

The Problem with the Point of Sale System

Overview

The point-of-sale system at Baskin Robbins was experiencing constant dropouts and communication failures between various devices. This was not just an internet issue; it was a complex problem involving hardware, connections, and configurations.

Detailed Breakdown

• Constant Dropouts: The internet connection to the POS system was continually dropping out, affecting sales transactions.
• Communication Failure: Devices like the “Cenor” were not talking to the EFTPOS system, leading to transaction failures.
• Multiple Interventions: Six NBN contractors, six Telstra technicians, and various hardware changes had not resolved the issue.

The Investigation of the POS System

Initial Assessment

The SECURE A COM technician began by assessing the entire system, including the connections between the POS, the “Cenor,” the EFTPOS machine, and the internet.

Troubleshooting Process

• Testing the Connections: All connections, including Ethernet cables, were tested to rule out cabling issues.
• Wi-Fi Dongle Experiment: A Wi-Fi dongle was used to test the wireless connection to the router, isolating the problem to the Ethernet ports.
• Router Problem Confirmed: The problem with the router’s Ethernet ports was identified as the root cause affecting the POS system.

The Solution for the POS System

Acquiring a New Router

A new, pre-configured router was purchased from the Telstra business centre, a crucial step in resolving the POS system’s issue.

Implementation and Success

• Router Replacement: The new router was plugged in, restoring the connections and bringing the POS system back online.
• Successful Communication: The POS system began communicating with other devices, and transactions were processed successfully.
• Integration Module Configuration: Specific configurations were made to ensure that the system was fully functional, including settings related to product selections and pricing.
• Happy Customers: The resolution brought an end to six months of frustration, with the POS system operating smoothly.

Conclusion and Reflection

This case study highlights the complexity of telecommunications issues, especially when dealing with intricate systems like a point of sale system. The problem at Baskin Robbins was not merely an internet dropout issue; it was a multifaceted problem involving hardware, connections, and configurations.

The lessons learned from this case include:

• Holistic Approach: Understanding the entire system, including the POS, internet, and hardware connections.
• Expertise and Persistence: Applying telecommunications expertise and persistence to unravel a complex problem.
• Customer-Centric Solution: Working closely with the customer to ensure a solution that meets their operational needs.

The Baskin Robbins outlet in Mount Druitt is now enjoying a smooth and efficient point-of-sale system, thanks to the dedicated efforts of the SECURE A COM team.

For expert solutions to your telecommunications needs, including fault-finding, installations, and data cabling, contact SECURE A COM at 02 9188 1577. Open Monday to Friday from 7 am to 5 pm. Let us help you with our deep industry expertise.