Support

Which internet browsers are supported by the system?

The system works with Google Chrome, Mozilla Firefox, and iPad Safari browsers.

How secure is my company’s data in the cloud? Will others, including my competitors be able to access my data?

No, your data is secure with us. The system platform is hosted in a highly secure and highly available facility with multi-layered firewall protection to prevent intrusion. The platform maintains a separate, exclusive database for each of our customers so your business has its own dedicated database that is NOT SHARED with other businesses. Your database is backed up daily and can be restored in the unlikely event that is needed. Access to the data in your database is controlled by user login accounts that are created and maintained by your system administrator – and all transactions are performed via industry standard Secured Socket Layer (SSL) or HTTPS connections.

What would happen to my company’s data if I decide to cancel my subscription?

In the unfortunate event that you choose to cancel your subscription, you may simply download all the data (Customer, Products, Orders, etc.) to a format that can be accessed via Microsoft Excel. You would then use the application's Account Summary option to cancel your account. Your company's database will be completely deleted after 8-weeks of cancelling your subscription - unless Hekimax is specifically requested to delete it immediately after your account cancellation. Your account will be able to access the system in read-only mode until your company’s database is deleted.

Do I get any discounts off my monthly subscription fees if I decide to pre-pay for a full year?

Yes. Discounts are applicable if you decide to pre-pay your subscriptions for a full year. Please contact sales@hekimax.com for details.

I want to use the Hekimax POS software in the cloud but worried about the potential high cost of connecting my POS stations to the internet all day. What alternatives do I have?

No problem. Hekimax offers an hybrid (off-line/on-line) POS hardware appliance that you can deploy and use locally in your stores. The appliance is an all-in-one computer with an optional Inverter (backup power supply), POS Scanner, Thermal Printer and Cash Drawer. When provided with internet connection, the POS data captured in off-line mode (using the appliance) can be uploaded and synced periodically with the Hekimax cloud system. This provides the store managers and owners ready access to all sales data as well as the customer insights in the cloud – without resulting in excessive internet connectivity costs. Please contact sales@hekimax.com to enquire about how to lease the off-line POS appliance for a low monthly price.

I have multiple store outlets. Will the Hekimax system be able to support my operations?

Yes. The Hekimax system provides full multi-store branch/outlet capabilities – both from a sales operations support perspective as well as customer transaction analytics and smart engagement perspective.

I’m interested in the Customer Loyalty Management capabilities provided by the Hekimax system but already have a POS software I’m happy with. What are my options?

We offer a comprehensive set of APIs (Application Programming Interface) with the Hekimax solution. Hekimax (or your selected IT system integrators) can integrate your POS software with the Hekimax Customer Loyalty Management solution. The objective for the system integration is simple. It will enable you will be able to issue Loyalty Points or Discounts to your loyalty customers – directly from your preferred POS software – whenever they buy from your store. If you opt to use the Points Loyalty Scheme, you will also be able to allow those customers who have accumulated enough Points to redeem those Points for their purchases. Please contact sales@hekimax.com to enquire about how we can help you take advantage of our Customer Loyalty Management solution to drive repeat sales.

I would like to subscribe my company to the Basic package but it doesn’t come with any Message Packs. How can I send Smart Messages to my customers?

We offer Add-On SMS, Email and Voice Message Packs that you can procure whenever needed. The Add-on Message Packs can be procured from the Account Summary page which is accessible from system’s Settings menu. Note that you will need to have admin access rights to procure Add-on Message Packs. The amount procured will be added to your invoice and billed on your next billing date. Please contact sales@hekimax.com if you need any assistance in procuring additional Message Packs.

What happens if I don’t use all my procured messages in a given month? Do the remaining messages carry over to the following month?

Yes. Unused messages are carried over to the following month.

What do I get for procuring Professional Services Hours from Hekimax?

The Hekimax Professional Services team provides expertise to help you in the following areas:

• Assess your business needs and guide your management team in deciding the best Loyalty Scheme to implement.
• Assist your management team in performing the critical analysis (based on the customer insights) to support the management decision making process. For example, we can help your management team decide which promos and engagement areas to focus on in any particular month to drive additional sales and meet revenue targets.
• Establish the relevant customer and product category lists.
• Consolidate, scrub, and bulk import your existing product, customer and order lists into the Hekimax system.
• Smart Message campaign management.

Professional Services Hours can be procured as an Add-on from the Account Summary page under the Settings menu in the Hekimax system. You will need to have admin access rights to procure Add-on Professional Services hours. The amount procured will be added to your invoice and billed on your next billing date. Please contact sales@hekimax.com if you need any help in procuring Professional Services Add-ons.

I’ve just activated my company’s account. What next?

An email is sent to you after your company's account has been activated. The email contains the link to access the Hekimax system, together with your Login Id. Click on the link to display the application login page, then perform the following initial actions: 1) From the “Settings” menu

• Change Password under “My Account”
• Change Company Name under “General Options/System Configuration” - if desired.
• Change Default Loyalty Scheme under “General Options/System Configuration” - if desired.
• Change Sales and VAT tax rates under “General Options/System Configuration” - if desired.
• Review and customize the various lists (such as Product Types/Categories) under “Custom Configuration Data” as desired. Hekimax can assist with this effort.

2) Configure the Loyalty Membership Card Type from the “Loyalty” menu as desired. Hekimax can assist with this effort. 3) Configure or bulk import your existing Product list from the “Products” menu. Hekimax can assist with this effort. 4) Bulk import your existing Customer list (if any) from the "Customer" menu. Hekimax can assist with this effort. That's it. After completing the above, you are ready to start importing or capturing your Customer Orders, deriving insights, and engaging your customers to drive additional sales.

How do I set up my company’s preferred Loyalty Scheme?

A key objective in establishing a Customer Loyalty Program would be to incentivise your customers to choose your store over your competitors – when they are in need of merchandise offered by your store. The type of Loyalty Scheme, be it Points or Discounts, that your company decides to implement will depend strongly on what the customers in your locality perceive as a stronger motivator, and what your company can afford to part with in terms of cost per order. Once decided, you can select your preferred Loyalty Scheme from the “Settings” menu in the Hekimax system (under “General Options/System Configuration”). The Loyalty page (accessible from the “Loyalty” menu) can then be used to configure the Loyalty Card Types – by specifying the Loyalty Points conversion or Discount rates for each card type you decide to offer. Note that your customers do not need to be provided with physical loyalty cards in order for them to sign-up and start enjoying their rewards. All they need is a phone number. Of course if your company prefers, physical loyalty cards may also be issued and used (which can help with your branding efforts). Contact sales@hekimax.com to find out more about how Hekimax can assist you in setting up your Customer Loyalty Program.

Can I change my company’s preferred Loyalty Scheme once it’s been set up?

Yes. You may change your preferred Loyalty Scheme at any point during your operation. Before doing so however, it is a good practice to communicate your plans with your customers in advance and offer a transition period – which would give them time to redeem their Points for example.

I want to set up more than one Loyalty Membership Types for my company – each with their own unique benefits. Is this possible?

Yes, this is possible. All you need to decide is what unique benefits you wish to assign to each membership type, then define the card types and configure their Points and/or Discount rates on the Loyalty page.

How do I get my existing product list loaded quickly into the Hekimax software?

Your existing Product list can be bulk loaded into the Hekimax system. Simply click on this link to download the Product import file template (in Microsoft Excel format). Populate the file with your existing Product list (ensure you provide values for the required columns highlighted in yellow). Once you have all your existing Products in the file, save it as a CSV file and use the Import button at the top-right corner of the Products page to upload the file. Review the Getting Started video from the system’s help page for additional details or contact sales@hekimax.com to find out more about how Hekimax can assist you in getting your Product list loaded into the system.

How do I get my existing customer list loaded quickly into the Hekimax software?

Your existing Customer list can be bulk loaded into the Hekimax system. Simply click on this link to download the Customer import file template (in Microsoft Excel format). Populate the file with your existing Customer list (ensure you provide values for the required columns highlighted in yellow). Once you have all your existing Customers in the file, save it as a CSV file and use the Import button at the top-right corner of the Customer page to upload the file. Review the Getting Started video from the application help page for additional details or contact sales@hekimax.com to find out more about how Hekimax can assist you in getting your Customer list loaded into the system.

How do I generate Customer Insights and take advantage of the Hekimax Smart Messaging feature if I don’t use the Hekimax POS software?

The Hekimax system uses data associated with your Customer Orders to derive the insights you need to drive additional sales. If you are prefer not to use the integrated Hekimax POS software for capturing your Customer Orders, you can simply bulk import your Customer Order data into the Hekimax system – at the end of each day for example. Simply click on this link to download the Customer Order import file template (in Microsoft Excel format). Populate the file with your existing Customer Orders list (ensure you provide values for the required columns highlighted in yellow). Once you have all your Customer Orders for the period of interest in the file, save it as a CSV file and use the Import button at the top-right corner of the Orders page to upload the file. Review the Getting Started video from the application help page for additional details or contact sales@hekimax.com to find out more about how Hekimax can assist you in getting your Customer Orders loaded to the system.

How do I reconcile my Product Inventory records in the system?

Simply download the Product list from the Hekimax system using the Download button at the top-right corner of the Products page to a CSV file format. Once downloaded and saved, open the file in a Microsoft Excel and update the values in the Quantity On Hand column. Save the file and bulk import it into the system – using the same steps you applied in bulk loading the initial Product list into the system. The system will automatically update the Quantity On Hand values in your Product Inventory database with the new values contained in the file. Review the Getting Started video from the application help page for additional details or contact sales@hekimax.com to find out more about how Hekimax can assist you in performing your Product Inventory reconciliation.

Can I download my Customer Orders?

Yes. Customer Orders between any two dates or any particular date may be listed and downloaded to Microsoft Excel from the Orders page.

What is a Parked Order?

Parked Orders are Customer Orders that are in progress but have not yet been paid for. The ability to Park an Order allows the user to deal with situations where a customer forgets something they needed while at the check-out counter and their Order is being processed then decides to go get it. In this case the Order can be Parked – so the next customer can be serviced – and once that customer returns from picking up the item they forgot, the Parked Order can be retrieved and continued from where it was left off. This feature is also useful in a restaurant setting, where diners order their meals but do not pay until they are done eating. In this case as well, the user will take the diner’s meal order, Park the Order, then retrieve the Order later to process payments once the diner is done with their meal. Note that the Parked Order may be retrieved, updated and re-Parked as many times as required during the course of the diner’s time at the restaurant. Parked Orders between any two dates can be retrieved using the new Retrieve Parked Order button on the Order form.

I have a chart that shows my monthly sales revenue trend. How do I know what is contributing towards the sales?

The charts displayed on the dashboards have additional details that may be gleaned to better understand the factors contributing towards the trends in the chart. To access the detailed breakdown, click on the area of the chart you are interested in (for example the sales revenue summary for a particular month). Review the “Snap Insights & Smart Messaging Overview” video from the application help page for additional details or contact sales@hekimax.com to find out more about how Hekimax can assist you in analysing your customer and other relevant insights to support your decision making process.

How do I send a Promo Smart Message to all female customers who have not bought anything in my store during the current month?

This is a key example of how your store may leverage the customer insights derived from your Customer Order transactions to target promotional messages at a specific customer segment. To achieve this specific goal of targeting female customers who have not bought anything in any of your stores in the current month, click the Dormant Customer bar in the “Monthly Loyalty Member Activity Trend” chart for the current month. This will display a page containing a breakdown of the types of customers that have not bought anything in your store during the month. Click on the Smart Message icon at the top of the Dormant Members by Gender chart and schedule a Smart Message to be delivered to the female members. Review the “Snap Insights & Smart Messaging Overview” video from the application help page for additional details or contact sales@hekimax.com to find out more about how Hekimax can assist you in analysing your customer and other relevant insights to support your targeted promotions and smart engagements.

How do I know which Promos a Product is currently associated with?

The Hekimax system provides capabilities for you to setup special promos that involves all or selected products. To determine if a Product is associated with any Promo, simply search for the Product from the Products page then select the “View Promos” button to list all the Promos it’s associated with.

How do I stop a Promo?

Promos are configured with start and end dates. To stop a Promo, simply search and select the Promo from the Promotions page then click the “View/Edit Promos” button and set the Promo End Date to the desired date. The Promo will be stopped if the Promo End Date occurs in the past.