How Paton Helps Execute Professional Services in Revel
As we collectively settle into the new year, we’re excited to feature still another example of one of the trailblazers helping push Revel and our technology forward.
Our most recent spotlight featured Wajih, a venture sales engineer responsible for helping prospective clients determine if Revel is a match for their multi-location operations. Our next”People POS” spotlight comprises Paton. He’s a solution architect who often works in tandem with Revel’s sales engineering team to aid company decision makers vet Revel’s platform.
After spending over 17 years consulting and handling fast service restaurants, Paton made the shift to some other kind of client-facing role when he combined Revel’s professional services team. Continue reading to learn how Paton leverages his firsthand business experience, making him a valuable asset to potential and current clients alike.
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As a solution architect within Revel’s professional services organization, Paton works with prospective clients –alongside sales engineers like Wajih–to help gauge their current hardware footprint and desired technology framework. He then helps determine how Revel’s platform could fit in their restaurant or retail environments. As a natural extension of his function, this often means he’s with clients on-site during the first few days of their implementation to help ensure a smooth start with the new platform.
During the implementation stage, Paton admits it is a great deal more work than just plugging in turning and hardware iPads. This is where his years of restaurant management experience glow. Beyond turning the system on, Paton functions to anticipate what an operator might need in accordance with their previous setup, and explores how they can optimize obsolete processes using Revel’s technology.
“You have to remember that altering POS platforms creates an entirely new flow for their own kitchen and back of house staff. It’s important to really teach management and workers how to utilize the latest technology to fit their particular requirements. That’s what initially sold them on the solution,” Paton explains.
Another vital part of successful implementations includes ensuring that clients’ setup is replicable and scalable. Paton explains he isn’t only trying to help a client roll out successfully in 1 place, but wants them to find success with Revel across prospective places. For multi-unit and company operations, Revel’s ability to scale is a very important component in the decision-making process.
A Closer Look at Professional Services Now
Much like a lot of functions at Revel, Paton spent a significant part of his work week traveling to customer locations before COVID-19. When the global pandemic suspended on-site travel, the professional services team was forced to pivot and determine how they could keep customer implementation timelines on program without being there in person.
“We came together as a team and had to ascertain how to roll out prospective customers remotely. I felt blessed to get my group to lean on if it came to getting coverage on remote installs,” Paton explains. “We’ve relied on entirely new communication tools sometimes, including Facetime in addition to Facebook chat. Against all odds, we’ve made it work, and we appreciate how adapting customers have been along the way.”
Whether onsite or via a video conferencing phone, Paton and his team’s mission remains the same: empower Revel customers with the technology they need to operate and expand their businesses successfully.
How Paton Makes It Home
With five and half years of Revel experience under his belt, Paton has had the chance to play an integral role in implementing some of Revel’s greatest, most complex clients.
“One of my favourite jobs that I’ve worked on was located inside the Pentagon. I loved that job since it was a group project–we had team members from all over the nation fly into work on it and we worked together quite cheaply. It was also a tricky project,” Paton recalls. “All mobile and wifi providers are blocked upon entering the Pentagon, so we had to get creative.”
The project was a success thanks in large part to teamwork, and is a singular example of the collaboration that goes on between members of Revel’s professional services organization.
Paton’s enthusiasm towards helping clients and deepening his understanding of Revel’s product goes far beyond his tenure at Revel. It’s the result of a career devoted to serving the restaurant business, and he continues to remain enthusiastic about the work he’s doing.
“What excites me about working at Revel is exactly the same thing which made me passionate about working in the restaurant industry. I’m not only working together with people which are doing work. I am working with individuals which are genuinely enthusiastic about what they’re doing,” Paton explains. “Revel workers are happy to show you that the next big thing they’re working on, whether it’s a brand new solution, hardware advancement, or customer they are onboarding. That is interesting to be around.”
Whether responding to evolving industry trends or a pandemic, Revel’s capability to pivot as the market changes is a key differentiator compared to legacy solutions. This nimbleness translates to the accomplishment of our clients, and in Paton’s view, Revel often wins over rivals because as a company”we aren’t stuck in our ways.”
Riding the Wave of the Future
The COVID-19 virus shifted consumer requirements apparently overnight, forcing many companies to rethink their technology infrastructure. Many appeared to cloud-based point of sale (POS) solutions like Revel to help them keep up with the digital consumer travel.
“We have seen plenty of expansion with larger customers and big fast service restaurant (QSR) brands over the last few decades. Some jump to another POS since they’ve undergone a breach, and we get to provide them with a very secure solution,” Paton says. “And a few are leaping over because they see the wave of the future”
Being a part of this wave of the future keeps Paton energized in his current function; he has the chance to empower clients with a flexible POS solution customized to meet their exact needs. When he leaves a client website, he knows that he has armed them with the technologies they would like to succeed and develop.
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