Project Management Team
The ECRS Project Management team is experienced in preparing each client for their Catapult installation. This team works one-to-one with clients immediately after the signed contract is executed to schedule installation dates, ensure proper site preparation, coordinate database completion, provide training on the myECRS online training and support system, work through all concerns and questions, and much more. They can also help guide you through tough decisions such as selecting a credit card processor. Your assigned PM is your partner to success throughout the implementation process and are there to ensure a streamlined installation for all parties involved. Your installation success is their #1 priority.
Database Integrity Specialist Team
The Database Integrity Specialists analyze and manipulate enterprise, customer, and vendor-related data to secure accurate inventory, scan rates, and smooth transactions from day one. They will also assist you in importing data from existing systems and setting customer information for membership and/or loyalty programs. They help prepare your team by conducting training on the data within the ECRS database framework. A clean,accurate database is key to success.
Retail Consultant Team
ECRS consultants are leaders in their field of expertise and provide one-on-one guidance before and/or after installation. Many come directly from a retail background and combined bring over 35 years of collective consulting experience to help your store improve operational efficiencies and profits – whether it be across the board or specific to one area such as General Ledger integration. Consultants are available prior to your install or 10 years after.
Implementation Specialist Team
ECRS has a team of Implementation Specialists located throughout the United States.These are not third-party contractors, but rather, seasoned professionals with over 50 years (collectively) of experience installing Catapult systems for clients throughout the U.S. and beyond. They are experts at their craft and dedicated to serving each client with their technical ability and deep knowledge of retail systems.
Customer Care Team
Formed in 2015, the ECRS Customer Care team specializes in serving the needs of our existing client base. They are your team’s easiest point-of-contact and can provide immediate knowledge of ECRS software, hardware, and services. They are here to answer questions, provide insight, direct you to the correct party, and process add-on orders and service requests.
Technical Support Team
We are proud of our Technical Support team. Year-after-year this award-winning group of tireless, dedicated individuals bring in hundreds of customer and partner accolades. Our team is 100% U.S.-based and 100% trained on ECRS software, hardware, and services. Because we directly support what we develop, there are no long back-and-forth wait times or misleading answers. If one of our techs can’t find an answer, the issue is quickly escalated to our Development or Hardware management team. It is the most effective, most transparent support system you will find anywhere. All tickets are tracked through our online myECRS system where users can see updates and past tickets at any time. Through this system, customers can place feedback about their experience. Read more about the ECRS Technical support service offerings to understand how much we care about you.
Existing Customer Remote Service Team
Installing new equipment that includes an Operating System (OS), such as a store controller or point-of- sale (POS) terminal, within an existing store system can be complex and prone to complications. For this reason, ECRS provides remote installation services to get your new hardware up and running with minimal time invested, less frustration, and faster operational functionality. Customers may also elect to purchase onsite installation service for new hardware implementation.
- Pre-scheduled appointments – By pre-scheduling your appointment, there will be less disruption to normal business activity. Appointments can be scheduled Monday – Friday from 8 AM – 6 PM ET or after hours for an additional charge.
- Qualified technical assistance – You will receive phone/remote assistance from a qualified technical support team member experienced in hardware installation. The technician will be dedicated to your installation for a designated period of time without interruption.
- Only available to existing Catapult customers – This is a specialized service for sites that are already installed. New hardware is seamlessly integrated into an existing system and pre-configured according to site specifications.
- Low cost – One flat fee will cover your entire remote installation process. This service is provided at half the cost of typical support assistance.