Frequently Asked Questions 2017-12-15T19:10:40+00:00

Frequently Asked Questions

There are many questions we hear over and over again, so we’ve detailed a number of them here for your easy reference. If you need further explanation or your question doesn’t appear here, please, contact us. We’d be happy to answer it and all your questions about Univex, our software solutions and how they can help you grow and manage your business while remaining relevant in a dynamic industry.

 

Company Background

Univex is an Australian company that designs, installs,  and supports software for retail businesses.

Read more on the About Us page.

Univex was founded in 1979 and was built on a solid foundation of customer care. We have evolved our products over the years to continue to meet the changing demands of small and medium businesses.

Univex is run by Mr Paul D. Filmer, who has been with the company since 1998.  More information about our staff can be found on our Meet The Team page.

Univex is known for its support of small and medium retail businesses. We have great software, and even better pre- and after-sales support. Our Unrelenting Service Oath explains more.

We are based in Melbourne, Australia, and support retailers both in Australia and New Zealand, both in cities and regional areas.

 

Assessing your Need for a POS/Retail Software Solution

If you aren’t getting the support you need from your current provider, the software isn’t able to handle your changing demands, or if you find yourself working for the software (instead of the software working for you), it may be time to consider other options. Give us a call and let’s see if Univex is a good fit for your business.

The Univex Retail System is highly flexible and can suit a number of retail environments including supermarkets, giftware, garden centres, electrical, and more. It is also suited to wholesale operations with or without a warehouse. We thrive in helping complex businesses that struggle to find software systems that can accommodate their needs.

We are best suited to retailers operating between 1 and 20 outlets. Call us to find out if Univex is a good match for your business.

You can reach out to new customers in new areas that would never be able to visit your physical store. It also gives local customers more freedom to shop when and how they like with detailed product information and services such as Click & Collect, both of which free up store staff time.

More information can be found on our e-Commerce page.

 

Pricing

Every business is unique. Univex staff will be happy to provide pricing guidance once we learn more about your business and whether our software is a good fit for you. Call us and help us understand your business needs.

Installation fees are payable up front. Software license fees can be paid upfront or over a period of time. We can tailor a payment plan just for you.

Support fees are paid monthly in advance.

Rental options are also available to pay for the system on a month-to-month basis with minimal up-front investment.

Yes. Our goal is to create happy, productive, and profitable customers. We want to work with you to make sure you get the most out of Univex both now and long into the future. You wouldn’t purchase a car, a machine, or property without performing maintenance on it, would you?

 

Software Installation and What Follows

We work with you to create a realistic installation schedule with identified milestones and responsibilities. The time frame can be as short as one week, however it may take several. It all depends on your needs and your readiness. For example,  if data conversion is required, this may take longer. We work with you to plan out any custom software development, hardware requirements, and staff training needs ahead of installation.  We do not over-promise and under-deliver.

POS training is quick and typically within minutes we can have your staff selling on their own. For a small retail business we will stay on site for up to five days to ensure that basic training needs are met for essential functions you perform in your business. We then return a short time later for a refresher and some more advanced training.

We are always available by phone to help you explore more of the Univex system, walk you through new features, and make sure that you get the most out of your system, for as long as you are a Univex customer.

Absolutely! We convert as much of your existing data as possible when transitioning to a Univex system. This minimises interruption to your business and lets you use the reporting system to run reports on all of your data, not just the newer sales and customer information.

Most of our customers elect not to do this, and it certainly isn’t a requirement. However in some cases it might make sense to run some operations in parallel for a short period of time. We will discuss this with you upfront and form a plan for implementation.

Over many installations we have perfected the art of seamlessly transitioning retail businesses to a new system. The POS is intuitive and easy to learn and you can start serving customers on day one. There is zero downtime and you can start reaping the benefits of a Univex system immediately.

 

Service and Support

You get AMAZING support! We are unrelenting in the service we provide. Our standard support hours are 8am to 8pm, 7 days a week, in your time zone. Extended support options are available. Support includes phone support, remote training and advice, bug fixes, software upgrades, configuration of your system, and general IT advice.

We do! Right here in Melbourne, Australia. We do not run overseas call centres. We provide the over the phone, email, and in person support and training for our products.

Installing a Univex system is just the beginning of what we hope is a long and fruitful relationship with you. Our phone and email support is more than just a problem solving hotline. We want you to share your goals and aspirations for the business so we can find the best way to support you and deliver the software you need to run your business effectively.

Our customers say that dealing with us is easy, fast and efficient. They enjoy the personable service that we give and how we don’t hesitate to help out in whatever way possible. Our software is very flexible and can be custom tailored to suit their business. And we provide a broad range of products and services, so that they only need to deal with one computer company, not many.

 

Integration and Upgrades

We interface with many other computer systems from suppliers and complementary products, such as MailChimp. If you have a specific system or software you need to connect with, just let us know during our initial discussions.

Software upgrades are included in your support plan and we let you know what’s new with each one. We manage the upgrade from start to finish. You don’t have to mess about with downloading files or reading CDs. We take that job off your back.

 

Getting Technical, etc.

Our POS and backoffice software works on hardware installed in your shop. We want to make sure you can keep operating when internet is running slow or goes down. Our unique design also means the POS keeps running if there are networking issues within your shop, so you aren’t reliant on a central server being fully functional to keep selling to your customers.

Yes! We can provide you with access to your system so that you can access your Univex system and all its data when out of the office, travelling or when you suffer your next case of insomnia.

The Univex e-commerce solution hooks into your POS and back office database. So all of the products, descriptions, and prices you have in your physical store are automatically shared with your web site. Of course the more information you can provide, such as product photos and detailed product descriptions, the better you can help your customers.

Yes, with gift vouchers. Gift vouchers are a great way of introducing e-Commerce to your business. They can be delivered with very little effort (via post) or even delivered electronically (via email) without you having to do any handling! We find that many gift vouchers are sold to overseas buyers who want to send a gift to somebody local in your area. This can help introduce new local customers to your business and generate sales while you sleep.

The majority of our programming and design team is located in Melbourne, Australia. We also recruit more broadly and employ interstate and overseas experts to complement and enhance our talent. Why wouldn’t you employ the world’s best if you had the opportunity?

All of our customer interactions are performed by staff in Melbourne. That includes phone and email support, sales and consultations.

“You’ve got questions, we’ve got answers!”

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