Meals Plus Help Desk Statistics: February 2018

Meals Plus continues to provide top-notch customer service – and fast!

Each month, Meals Plus generates random surveys after technical support calls to ensure our customers have the best support experience possible.

Here are the results of January 2018’s surveys, and some highlights from the month:

  • The average time to answer a support call was only 12 seconds.
  • The average talk time with a customer was only 12 minutes and 19 seconds.

Thank you to the Meals Plus Team for their hard work and providing the best customer support in K-12 cafeteria software!

Meet the Meals Plus Support Team – Jared

Get to know the Meals Plus Team! Jared is a Level Two Technician for the Meals Plus Help Desk and enjoys assisting our Meals Plus customers. He recently received his HDI Technical Support Professional Certification in order to continue to provide top-notch customer service. Meals Plus isn’t just “superior cafeteria technology” – it’s also supported by a “superior technical support team!”

school point of sale systemThe Dish: How long have you been at Meals Plus?
Jared: I joined the Meals Plus Team in 2012.

TD: What duties and responsibilities does your position entail?
J: Technical support, training and installations.

TD: What aspects of your position do you enjoy the most?
J: I love getting that call from a customer one that requires some digging around. To be able to find an answer or solution for a customer – that is a good feeling.

TD: What do you enjoy doing in your free time?
J: I love spending time outside playing basketball, golf and hanging out with family.

TD: What was your favorite lunch when you were in school?
J: My favorite lunch in school was the rectangle pizza, those were so good. We used to have tater tots with it.


Positive Technical Support Experience with Alvord Unified School District (CA)

We recently asked Meals Plus customer, Ramon Torres, Bilingual Clerk Typist/Secretary at Alvord Unified Alvord Unified School DistrictSchool District in Riverside, California about his technical support experience with our Meals Plus Technical Account Specialist, Tony. Ramon was designating a different task to each of his two computer screens – point of sale on one, and student eligibility on the other.  He knew the Meals Plus system was capable of having multiple modules running on the same screen at once, so he made the call to our help desk to find out how.  Ramon described the call with Tony as follows: “Positive IT was an excellent experience. Tony determined after running several diagnostic checks that it was a video card hardware acceleration setting issue and was able to resolve it remotely.”

Tony quickly diagnosed the problem, and used remote assistance program, TonyGoToAssist, to take control of Ramon’s computer and not only fix the problem, but give Ramon a ‘how-to’ in the process.  Now Mr. Torres is able to open multiple Meals Plus modules on the same screen, greatly assisting him in cross referencing information.  As a final comment, Ramon added, “It was a great experience; I thanked Tony for making my day, and I am now able to get my work done without jumping from one workstation to the next. Thank you again and keep up the good work!”

It is stellar diagnostic work such as this, that allows Meals Plus Technical Support to maintain our 98% positive feedback rating.* View more Meals Plus customer support statistics here.  

*Based on September 2013 post-call survey results.School_nutrition_software_information


Meet the Meals Plus Support Team – Dolly

Dolly is a long time member of the Help Desk and enjoys helping not only our Meals Plus customers, but other members of the Support Team as well!
lunch programs in school
The Dish: How long have you been with Meals Plus?
Dolly: I’ve been with Meals Plus since June 2003.

TD: What duties and responsibilities does your position entail?
D: As the Implementation and Training Coordinator, I am the single point of contact for new Meals Plus customer training and implementation. Also, I mentor new Meals Plus team members.

TD: What aspects of your position do you enjoy the most?
D: Working with our customers and creating training videos.

TD: What do you enjoy doing in your free time?
D: Spending time with my family, going to the beach, boating, gardening and cooking.

TD: What was your favorite lunch when you were in school?
D: I always loved the fresh yeast rolls made in the cafeteria!


Because Tech Support is Important

In our most recent Customer Satisfaction Survey, we asked our customers what was the most important feature for their school point of sale software, and the most popular answer was overwhelmingly the quality and availability of technical support. We had a hunch you felt that way – that’s why our technical support staff goes through a rigorous training process, spends time in school cafeterias training your staff and boasts the highest first call resolution rate in the business.

And we welcome you to contact other Meals Plus customers! We are always willing to provide you with a list of customers, like Andria Hancock, the Director of Technology at Anderson School District 1 in Williamston, SC, who had to say about the Meals Plus Support Team:

“The support department is always accessible and works with the schools and the Student Nutrition Office to resolve issues. The district technology office rarely has to call support.”


Congratulations to Our Fall Survey Gift Card Winners

We’d like to thank everyone that took the time to take our Fall Customer Satisfaction Survey last September. And as a token of our gratitude, we randomly chose three winners for a $50 American Express Gift Card. Congratulations to our winners: Connie Vogts from USD 480 in Kansas, Evelyn Chapman from Transylvania County Schools in North Carolina and Jeff Wallis from Chittenden East Supervisory Union in Vermont.

We truly appreciate your feedback – it is through listening to your comments and suggestions that we are able to decide which enhancements will be made to our K-12 school cafeteria software. Thank you for being a part of the Meals Plus Family!



Meals Plus Support Survey Reflects the Best in the Business

Our most recent Customer Support Survey results are out – and we’re excited! The Meals Plus cafeteria software support team once again scored highly on the qualities you feel are important in a support technician – promptness, courteousness and above all, knowledgeable. We have the highest staff to customer ratio in the business, and pride ourselves on offering the best customer service available. Thank you for your feedback and for being a part of the Meals Plus Family!