Replies to This Discussion

Permalink Reply by Mike Spence on November 3, 2008 at 4:49pm

Hi! If you have a chance, give me a call and we can talk about this :)

Mike@SelbySoft.com
800-454-4434

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Permalink Reply by Steve on November 3, 2008 at 8:34pm

I ordered Coffee Shop Manager, you can make an argument for both Selby and CSM...they are both nice, however I prefered CSM due to some its capabilites and the service I recieved. If your interested drop me a note and I can give you my contact over there, great to work with!

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Permalink Reply by Lee Alexander on November 7, 2008 at 8:29am

Hi,

Lee here from Coffee Shop Manager. Please give us a call so we can discuss your specific needs. We can be reached toll free at 866-447-0033 ext 2. If you prefer, send me an email. lee@coffeeshopmanager.com

I look forward to working with you!

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Permalink Reply by Tammie Johnson on March 26, 2009 at 9:12am

We use CSM. After we installed it a year passed, and we didn't have any technical issues so let our techincal support lapse. Another year passed, no problems. Then we had a computer virus and had to re-install CSM. We couldn't get up and running without a little code needed from tech support. We had to renew tech support, which is understandable, but we had to back pay for the year of tech support we didn't use. Ouch. $900 later we got the code and are back in business.

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Permalink Reply by Lee Alexander on March 26, 2009 at 10:24am

This is Lee from Coffee Shop Manager.

The Coffee Shop Manager Annual Support Program consists of 2 areas. There is the "Live" active support that customers may need and there are "Program Updates" that we are continually providing to our customers to bring them new features or for instance maintain compliance with Credit Card PCI/DSS issues that are continually changing. If a CSM customer does not renew support once it is offered and then comes back sometime later they would be charged a 1 time catch up for the program updates. We are not charging for support that was not used. We do cap the amount at what would have been equal to a 1 year renewal amount.

Hopefully this clears up any confusion. Feel free to give me a call if you have any questions! I can be reached toll free at 866-447-0033 ext 4


Tammie Johnson said:

We use CSM. After we installed it a year passed, and we didn't have any technical issues so let our techincal support lapse. Another year passed, no problems. Then we had a computer virus and had to re-install CSM. We couldn't get up and running without a little code needed from tech support. We had to renew tech support, which is understandable, but we had to back pay for the year of tech support we didn't use. Ouch. $900 later we got the code and are back in business.

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Permalink Reply by Jason Shipley on March 26, 2009 at 11:29am

Sounds like crap to me, if you buy a licenses for a program you should have a reasonable expectation that required updates will be received, Support should be a separate issue and from a reputable company should be billed on a per occurrence basis. I don't see why a software provider should be able to out his hands in my pocket whenever they like.

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Permalink Reply by Kathy Fadorsen on March 26, 2009 at 11:31am

I have selby soft and have had it about 2 years now. The software runs great and I always recieve good customer service.The computer has only had a hand full of problems all of which where fixed very quickly. They also have a way to link with your computer and do the fix themselfs so you are not tied up trying to fix a broken computer when you are having enough problems because it is not working. We reduced our inventory by about 2000. a month because the computer keeps track of everthing.If you are planing to use gift cards or a loyalty program their are no fees it is all in house most cards have a per swipe fee the one from selby soft does not. I worked with Mile Spence at selby soft he is always there to help. We olso got a great price.

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Permalink Reply by Tammie Johnson on March 28, 2009 at 7:17pm

I understand what you are saying, Lee. It's just that however you word it, we still had to pay that $450 for the year before before we were able to get the code and get running, and pay the current $450. I would think long and hard between paying for support as you go, or being required to pay $450 a year.

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Permalink Reply by Kevin Kerkhof on March 28, 2009 at 7:35pm

We use Radiant/Aloha. The one thing I have learned:

It is all about the support.

And the normal rule of thumb:

You get what you pay for.

Support sometimes varies with different POS resellers, etc. I've heard CSM and ShelbySoft are both worth looking at, although I've never used them. Talk to the reps, get some quotes. Check around with the other businesses in your area and talk about the support they get with their POS system...you will be very happy you did.

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Permalink Reply by Jay Caragay on March 29, 2009 at 10:04am

Kevin Kerkhof said:

We use Radiant/Aloha. The one thing I have learned:

It is all about the support.

And the normal rule of thumb:

You get what you pay for.

Support sometimes varies with different POS resellers, etc. I've heard CSM and ShelbySoft are both worth looking at, although I've never used them. Talk to the reps, get some quotes. Check around with the other businesses in your area and talk about the support they get with their POS system...you will be very happy you did.

What are your thoughts on Aloha and how has the experience been? And considering the turn of this thread, what are the yearly maintenance/product update costs, if any? Also, how does the integration of credit card processing work? Can you use your current financial institution or are you forced to use their "preferred vendor" and locked into whatever rates they deign to charge?

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Permalink Reply by Kevin Kerkhof on March 30, 2009 at 4:21pm

I love the hardware and the software. It's really durable, and the software does all sorts of reports. Pretty easy to program, although I think any POS company makes their software (or tries to make their software) user friendly. We have a Qdoba across the street from us and they use Aloha/Radiant corporately. The manager there has had problems with their hardware, but loves the software. I think their bad hardware was probably a fluke, they are an extremely quality driven company and the service from their corporate has been great.

Our first year is free for everything. Software updates, support, etc. We can call as much as we want whenever we want and it's all covered. Most of our calls have been from just from us asking how to do this or that or figuring out a report. Only a couple of times did we have some weird things happen, but they are so fast to fix it seemed like nothing. They VP in to the system and fix it. I'm ever so thankful that if I need to switch some things around that I can just call them anytime and they change it immediately to my liking.

We use a POS reseller for our system and they provide all of our support 24/7 (Midwest POS is who we use). Our rewards card and gift card program is run through Radiant/Aloha directly, and then we have a separate credit card processing. Our reseller JUST started to offer credit card processing and we are getting quotes. Funny story, our credit card processing rep referred me to them, now they are trying to take his business...lol.

Our POS reseller sets up whomever we want for our bank and our credit card processing too. Since they do not offer those services (well, at least when we bought them) there was no pressure to use this person or that person. We can also negotiate rates then, which is also good.

That would raise a flag if they "force" you to buy their system then use this preferred vendor. Specifically credit card processing...they make such a killing on quick service business with all the transactions. They could give you a great deal on the system (or give it to you for free even), then make thousands of dollars off of you for the next 4 years +.

We will probably want to do a software update after year 3 or 4, although it's not required. I think the rate was around $1,500 or so. Hardware of course is another story. Hopefully 4 years down the road I'll have the same opinion.

Many successful chains use the Radiant/Aloha system which is why we went that direction. They have a very long and respectable history in the hospitality industry.

But as mentioned before, I give our reseller most of the cred. They have been super. Whether on the phone or stopping by, they are quick to help.

Hopefully this info helps a bunch of people...I spent so much time talking to POS people I thought I was going into POS processing and not coffee for a while before we opened. lol...




Jay Caragay said:

Kevin Kerkhof said:

We use Radiant/Aloha. The one thing I have learned:

It is all about the support.

And the normal rule of thumb:

You get what you pay for.

Support sometimes varies with different POS resellers, etc. I've heard CSM and ShelbySoft are both worth looking at, although I've never used them. Talk to the reps, get some quotes. Check around with the other businesses in your area and talk about the support they get with their POS system...you will be very happy you did.

What are your thoughts on Aloha and how has the experience been? And considering the turn of this thread, what are the yearly maintenance/product update costs, if any? Also, how does the integration of credit card processing work? Can you use your current financial institution or are you forced to use their "preferred vendor" and locked into whatever rates they deign to charge?

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