Hardware Procurement
Intura works with over 30 hardware and software suppliers to procure equipment for use in customer systems installed in restaurants around the U.S. Through the purchasing process, Intura works to balance the priorities for equipment selection based on several criteria including quality, reputation of supplier, supportability, compliance with industry standards and price.
Intura frequently analyzes new hardware platforms in order to stay current with new technology released to the marketplace. These platforms are put through a specific set of tests to determine their suitability to our applications and their intended environment.
Some of our primary suppliers of products are:
Computers: J2 Retail Systems, PartnerTech, Logic Controls, Panasonic, Posiflex and Dell Computer
Touch Screens: ELO Touch and Logic Controls
Printers: Epson, PartnerTech, Cognitive Solutions, Zebra Technologies and HP
Software: Microsoft, Symantec and Verifone
Systems Staging
As hardware arrives at our facility, it is received into our inventory system and serial numbers are captured for all applicable equipment. Sales orders print in our production facility and a picking list is generated for each order that includes all software and hardware to be used within a system for a specific customer.
All inventory items are then pulled out of inventory, unboxed and set up on a workbench to load images, software and perform quality control and functional tests to ensure the reliability of the equipment.
An Intura Systems Engineer maintains master images that are used to automatically prepare server and workstation hard drives for a particular product or customer. These images are carefully developed, documented, and reviewed periodically by our technical support and development teams. Images typically contain the operating system, Intura software products, 3rd party software programs, and utilities used by our Client Services team to provide service to our customers.
For restaurant sites in the United States, Intura will provide USPS generated street list information preloaded into the store system. Customers must provide Intura with a list of zip codes by store location. Intura will generate a list that includes standardized street names, directional information, carrier routes, and Zip+4 data. No sector information will be provided with this data.
Intura also offers customer lists that include name, telephone number, and address information based on a list of zip codes provided for each store location. Having a preloaded customer list will streamline the order taking process and increase customer satisfaction.
Installation and Training
Intura works with our customers to develop a plan for the installation of systems in their restaurants. At the same time sales orders are sent to production, the Client Services Manager (CSM) receives a copy of the system order that is used to start the planning process with our customers.
The CSM reviews the sales order and discusses any questions with the salesperson managing the account. At that point, the CSM contacts the customer to discuss potential installation dates and review the sales order to make sure that we are meeting the expectations of the customer.
Several factors are taken into consideration when planning a projected installation date including: time for equipment to be prepared and shipped, current installation schedules, and time required for the customer to prepare the site for installation. Dates are then established for the start of the installation, training, mock support if required, and live support.
An implementation schedule is created and packaged along with a Site Preparation Guide. This is mailed to the customer for review and approval. Once the approval has been received back by Intura, the CSM schedules the trip for a Client Services team member to install the system and train the customer on site.
A Client Services Specialist (CSS) contacts the customer to start collecting specific site information to begin working on application setup prior to traveling to the customer site. The CSS then travels to the site at the scheduled time and reviews the plan and schedule with the primary contact established for this site. Equipment and software installation is completed along with final database preparation. As the software is set up, the CSS will use hands-on-training techniques to teach the management team the specifics required for store management and operations training for the rest of the team.
After the installation has been completed, the CSM calls the customer for a review of the installation process and to determine the satisfaction that the customer has with work performed by the CSS. Any outstanding issues are reviewed with the customer and the Client Services team now owns the responsibility of resolving those issues.