How CrossCom Helps Businesses Minimize Disruptions

Today, more and more businesses are expanding their reach to customers by entering or expanding into the world of ecommerce and digital transformation. But, even with this technological growth, over 90 percent of retail revenue still comes from traditional brick and mortar stores. CrossCom aims to help those companies avoid interruptions to their systems that inconvenience customers and diminish the customer experience.

CrossCom provides end-user technical support and service solutions for geographically dispersed businesses in various industries including retail, automotive, grocery, hospitality, and restaurant establishments. With over 35 years of experience in providing customer solutions, CrossCom is dedicated to setting themselves apart from the competition by aligning with customers’ objectives and minimizing technological disruptions.

Greg Miller, CEO of Crosscom

Exactly how does CrossCom reduce those interruptions for their customers? According to President and CEO, Greg Miller, their strategy is twofold, “We minimize this in two ways. First is fast reactive – when something breaks, we get out there and fix it. And the second way we minimize disruptions is by using governance and predictive modeling to minimize future disruptions.”

The fast reactive mode involves making sure that when something goes wrong, CrossCom delivers the right technician, with the right knowledge and skill set, and the right parts and solutions to the store as quickly as possible, minimizing the time the store’s systems are disrupted.

Utilizing predictive modeling is about preventing future disruptions from happening. CrossCom takes the data from actual event history, analyzes it to determine the root cause, and then uses algorithms on their analytic platform to build predictive models, which will prevent future disruptions to the customer’s technology.

Predictive modeling is one of the things that sets CrossCom apart from other vendors who offer similar products and services. Many of those vendors simply address the point of failure. In other words, they are completely reactive. CrossCom takes it a step further, by considering the entire asset, environmental and interconnectivity issues and to avoid future problems, rather than just waiting for something to break and then reacting quickly to remedy it. This allows stores to focus on their customers, increasing revenue and improving their customers’ shopping experience without having to worry about and manage disruptive situations.   

CrossCom’s unique approach to improving their customers’ technology helps retailers lower expenses by extending the life cycle of their current technology. As technology ages, it becomes more susceptible to crashes and breakdowns. Businesses then face the challenge of maintaining operations while minimizing customer impact. CrossCom works not only to extend the life cycle of retailers’ technology, but to also provide consistent performance as the end of its life cycle approaches.

Over the years, CrossCom has been able to collect and analyze comprehensive historical data across many different environments. They understand what the behavior of those different environments looks like and where potential issues and failures may arise that are specific to each of the industries they serve. Differentiating the needs that one particular type of retailer may have that those in other markets may not, allows CrossCom to customize their service and support for each customer, rather than providing generic, one-size-fits-all solutions across the board.

Retailers need to keep their stores functioning at one hundred percent to maintain their customers’ satisfaction and continually improve the shopping experience. Through their vast experience serving customers for over three decades, their unrivaled approach to aligning themselves with customer objectives, and their superior technology, CrossCom helps customers do just that.