Customer Service

Zonal's Customer Service comprises our award-winning HelpCentre and mobile Service Engineering team.

Both teams are there for you 365 days a year - whatever the issue. The HelpCentre is open from 8am until 12am and the Service Engineering team is available from 8am to 8pm. We take care of most problems remotely so you can keep on working. In extreme cases, where a hardware issue means we cannot solve your problem remotely, one of our skilled service Engineers will attend.

Friday night, 9pm. The last thing you need is a problem with your system. So we engineer ours to be pushed hard. Round after round. Night after night. Year after year.

And if anything fails, we fix it. Fast.

HELP CENTRE CONTACT NUMBER 0844 815 6020

Our Service team carry out the following customer key functions:

• Installing, configuring and testing all Zonal hardware on site
• Participating in new site installs and rollouts
• Responding to customer calls ensuring timely resolution of all faults
• Responding to requests from Account Managers to upgrade hardware or software
• Responding to requests from the Helpcentre to fix hardware and software related issues

Customer Service Statistics

• On average, more than 7 out of 10 calls received by our Helpcentre are fixed by a Helpcentre Analyst, using remote diagnostic tools, without the need for any site manager intervention.
• Any issue that prevents you trading is dealt with on average within two hours.
• Any issue that affects system operation but does not prevent trading is dealt with usually in less than seven hours.
• Service Level Agreements set with clients are achieved with 92% of calls received.

Customer Service Testimonials

"100% happy with service". Clare from Fullers told her Operational Manager how excellent Zonal were and that they should switch to using Zonal! Thankfully, Fullers are now with Zonal!
Clare - Old Monk, Winchester

"Analyst who took the call was extremely helpful. Our Manager worked for McMullen's before Greene King, and Zonal service has always been excellent. Previous company who supported them before we installed Zonal had major attitude problems. Very happy with Zonal service."
Alex - Mitre, Southampton

"Our manager's contact was with Lisa from Zonal and service was great". "Can't improve on perfection".
Pauline - Hudson Bay, London

Manager does not think we could improve service, as it is excellent.
Trevor - Union Rooms, Plymouth

Manager wished everyone gave the same service as Zonal.
Derek - Moon Under Water, Leeds

Manager said service was perfect, "10 out of 10". "Was very pleased that staff phoned back to make sure the problem had been fixed and that everything was OK".
Karen - Matchmaker, Bow

"Site has never had any problems with service from Zonal. All the staff we have dealt with have been very friendly and efficient. We understand that Helpcentre staff can be busy and appreciate their help".
Manager - Prince of Wales, Chorley

"Never had any problems with analysts or engineers. Analyst today was very friendly, polite and helpful and talked the manager through fixing problems step-by-step. No improvement needed."
Damien - Full Moon, Dudley

"Never had anything but excellent service from Zonal staff".
Phil - Picture House, Sutton Ashfield

"No problems at all. We always get an engineer when we need one and whenever we phone up, the service is very good."
Martin - Frankenstein's, Aberdeen

"Service is excellent. Our Relief Manager needed to call Zonal more often than normal as he was not very experienced with the equipment. Analysts were always very friendly and helpful and fixed problem (even if it was not a Zonal one)."
Manager - Treble Bob, Chesterfield

"Service is fantastic. Analyst fixed problem immediately. Analysts always know the problem and what to do. Very impressed."
Craig - Plank & Leggit, Long Eaton

"Service is very good and efficient. We do not see how it could be improved."
Ash - Nile, Rochdale

"Analyst who took call was very patient and friendly and was in no rush to get off the phone. 10 out of 10 for service."
Nick - Wibbas Down Inn, Wimbledon

"We have used Zonal for years and service has always been excellent".
John - Atlantic Inn, Isles of Scilly

"Very happy with service which was quick and efficient. Most other companies make you wait."
Belinda - Red Lion & Pineapple, West London

"Was extremely impressed with Analyst. He was very helpful and talked manager through everything he needed to know." "Absolutely superb!"
Martin - Bung Hole Cellars, London

"Was very impressed with fix time. Engineer was very pleasant and quick."
Manager - Walkabout, Cardiff

"Zonal are the best call centre our manager has ever dealt with. Our previous EPoS supplier was awful. Zonal score 100% with him. Never had any problems with service as whenever we have had to phone, everything gets fixed straightaway and analysts are extremely helpful."
Craig - Barracuda Bar, Loughborough