The new service was created to help businesses maintain operational continuity at their points of sale in an increasingly digital and technology-dependent environment. The POS is no longer limited to the terminal where a purchase is processed; it's now part of an ecosystem that integrates payments, inventory, applications, communications, peripherals, and customer service systems.
This evolution is increasing the technological complexity of business operations. Specifically, Deloitte points out in its Retail Industry Outlook 2025 that the sector is moving towards more digital, personalized, and data-driven models; however, it continues to face barriers such as legacy systems, technology debt, transformation costs, and the need to offer more convenient omnichannel experiences.
A model for managing everything.
In this context, h&k's Managed POS service is designed to centralize the handling and resolution of issues related to the various technologies involved at the point of sale. These issues can originate from the point-of-sale software, the terminal itself, a peripheral device, the payment system, connectivity, a self-service kiosk, or integration with an external provider. Furthermore, in complex retail networks, a single problem can involve multiple providers, making it difficult to pinpoint its source.
“The modern point of sale is not limited to a POS terminal; it integrates terminals, software, peripherals, payment systems, communications, kiosks, and self-service. Any failure in these components can directly impact sales. The POS has ceased to be just a cashier and has become an ecosystem,” explains Carlos Gutiérrez, Go-To-Market Director at h&k. He adds, “Our new service allows us to consolidate these needs within a single management model, with a specialized technical team that handles incidents, coordinates suppliers, manages service level agreements, monitors operations, and works on continuous improvement.”.
Service Manager, a single point of contact.
One of the key elements of the service is the addition of a dedicated Service Manager, who acts as the client's single operational point of contact and coordinates the technical team and the various suppliers involved. Their role includes monitoring SLAs, tracking incidents, and coordinating the necessary actions when a problem affects multiple technological areas. For example, an incident in a payment process could originate from the POS terminal, the card reader, connectivity, software, or the payment provider. h&k's model includes diagnosing, monitoring, coordinating, and escalating these types of situations until they are resolved.
The company is thus seeking to reduce the fragmentation that usually occurs in environments where multiple providers coexist and to prevent internal IT teams from having to manage each incident separately.
Broad Compatibility:
The Managed POS service is designed to work with diverse technological environments. h&k has experience with platforms such as Oracle MICROS Symphony, but its model is not limited to a single technology. The company can provide support for SaaS sales platforms for retail and franchises, on-premises POS software, store applications, and integrations with enterprise systems such as ERP, CRM, and inventory management.
This capability is relevant in chains that operate with different manufacturers and technological solutions, combining sales systems, peripherals, payments, communications, back-office, reporting and other providers.
In short, h&k's proposal aims to move from isolated incidents to a structured service; from coordinating multiple providers to a single point of contact; and from a management approach based solely on problem-solving to one that allows for analyzing the root cause and reducing recurrence. From a business perspective, the ultimate goal is to protect the operational continuity of establishments and reduce the impact that a technological incident can have on sales, customer experience, and the workload of internal IT teams.
