The Value of On-Demand Tech Dispatch

Aug 10, 2023 10:03:15 AM | Field Services The Value of On-Demand Tech Dispatch

An IT device at your facility is offline or not working, now what?

With the amount of technology and connected devices in a restaurant/retail environment growing exponentially, it happens nearly every day. A device goes down and can’t be fixed remotely. Now what? Far too many restaurant and retail locations don’t have a great answer to that question.  

If this sounds familiar, then on-demand tech dispatch is an option you need to consider. Here are 4 reasons an on-demand dispatch service is a value-add and crucial to keeping your systems up and running, so you can continue doing what your organization does best: serve clients. 

Several devices fall outside a “service boundary” or maintenance contract

The most common example of this is cabling. Perhaps a receipt printer isn’t connected, or certain devices in your network stack are offline. If it’s not the device itself, chances are it’s the network run or patch cable.

In most cases, maintenance contracts do not cover one-off cabling incidents, especially the labor required for the repair. If, by chance, the labor is covered, you still have to wonder how soon a tech can get there to remediate. The delay leads to downtime, which is a disaster for your business. This brings us to the next point. 

“Mission critical” issues need to be addressed immediately.

These are the outages that prevent orders from being processed, cause delays in serving customers, or slow down drive-thru/curbside pickup. Your devices may be covered by an SLA, but is it same-day?

How often is the maintenance owner meeting this SLA? Are there penalties if they can’t meet it to offset the potential thousands of dollars in lost sales or the loss of an upset customer?

On-demand dispatch models are designed specifically for immediate action and provide 24x7 support. 

You may not know what the root cause of the issue is. 

When a device or system goes down, the exact cause is often not evident to the untrained eye. You know it is not working, but aren’t sure exactly who to call. And so begins the finger-pointing. Often a tech won’t be dispatched under a maintenance contract until the root cause/device is identified. Have you ever said to yourself “If only we had a technical resource on-site to identify the issue?” If so, you’re not alone. The truth is to correctly diagnose the problem, you need a skilled tech onsite On-demand tech dispatch can get a qualified tech to the site quickly to investigate and remediate as soon as the root cause is identified. 

On-demand tech dispatch is “pay-as-you-go.

Unlike monthly recurring charges for maintenance, on-demand tech dispatch is only charged as you use it. Once set up as a tool, you can arm your help desk/NOC with it for when they need it. You’ll only incur charges for dispatched events. No MRC’s, usage minimums, or volume commits, making it an incredibly cost-effective service. 

At Kinettix, we provide on-demand dispatch services to restaurant and retail facilities around the world. With our global coverage and 24/7 service, we can have a technician onsite anywhere in the world within hours. The client portal on our proprietary Dispatch1 operating platform makes getting a tech onsite quick and easy. Here’s how you can find out more about how Kinettix can be a single-source partner for all your break/fix needs

If you're considering strategies like outsourcing your IT support to better utilize IT field techs, Kinettix is here to help. Our expert team can provide tailored IT support solutions to meet your unique needs and budget constraints. Contact Kinettix today to start your journey toward cost-effective IT operations.


Download QSR Tech Guide

Scott Huetter

Written By: Scott Huetter

With over a decade working in the technology industry, Scott has extensive experience building reliable, scalable field service models. A Certified Food Service Technology Professional, Scott specializes in restaurant tech and has consulted major QSR’s with their digital transformation. He is passionate about creating sustainable partnerships and delivering seamless solutions for his clients. Scott has a B.S. in Marketing from Clemson University and MBA from Bowling Green State University. He lives in Cincinnati with his wife and three children.