Strong customer relationships go beyond providing reliable technology. Personalized support, effective onboarding, and ongoing guidance can help solution providers stand out and build lasting partnerships. RSPA member Visual Retail Plus (VRP) shares how its approach to customer service helps deliver value beyond the initial sale.
We sat down with Hili Shrem, Director of Business Development at Visual Retail Plus (VRP), to learn how VRP goes beyond just providing powerful POS and inventory management software – by offering real, personalized support that helps retail businesses thrive.
Q: Hili, what sets Visual Retail Plus apart from other POS providers?
Hili: At VRP, we know that providing a powerful point-of-sale and inventory management system is only part of what we do. What truly sets us apart is our personalized customer service. When a retailer chooses VRP, they’re not just getting software – they’re gaining a long-term business partner who’s genuinely invested in their success.
Q: What can new customers expect when they start working with VRP?
Hili: From the very beginning, our clients get to know our team by name – and we know theirs. We don’t treat our customers like just another account number. Whether they’re reaching out for technical help or advice on system optimization, they’re talking to real people who understand their business and want to see them succeed.
Q: That sounds like a very relationship-based approach. How does that translate to your support process?
Hili: It really comes down to being fast, friendly, and professional. Our support team is located right here in our New Jersey office, so when a customer calls, they’re speaking with someone who’s informed, empowered, and ready to help.
We respond quickly – there’s no long delay or waiting days for an answer. We give clear, easy-to-understand guidance without all the tech jargon. And we’re here for the long haul, whether it’s your first day using VRP or your fifth year. This level of responsiveness and care is something our clients really appreciate.
Q: Is support just about fixing problems, or does it go beyond that?
Hili: Definitely beyond. We’re not just tech support – we’re true business partners. We guide our clients through everything from setting up complex inventory structures to optimizing checkout workflows. We also advise on best practices, like managing seasonal sales or enhancing customer loyalty programs.
Because we work with retailers across a range of industries – from cosmetics to apparel, furniture, online and brick and mortar, schools plus wholesale and warehouse management – we bring valuable insights that can help clients grow their businesses, not just use our software more effectively.
Q: How does VRP ensure clients get the most out of their system?
Hili: We start with personalized onboarding and training to make sure every team member is confident using VRP. From there, we listen closely to client feedback and continuously enhance our software based on their needs.
And because our entire team works together in one location, collaboration is seamless. If a client needs help, they’re getting input from a unified, knowledgeable group that’s fully aligned and always ready to support them.
