The Paper Store operates a fast-paced retail environment where POS availability is critical to customer satisfaction. Their internal IT team was burdened with support escalations, vendor coordination, and rollout tasks for their new Jumpmind POS. They needed a partner to take ownership of support and improvements - freeing internal resources and keeping stores running smoothly.
Makira was brought in to provide Level 3 support and ongoing enhancements for the Jumpmind POS platform. We manage all parties involved in issue resolution – from software vendors to third-party integrators. Using structured weekly reviews and SLA-based tracking, we proactively identify root causes and roll out improvements quickly. Our long-standing relationship with The Paper Store means we understand their business deeply, allowing us to anticipate needs and reduce friction.
• Faster resolution = better customer experience
• POS-related issues were resolved faster, allowing store associates to remain on the sales floor
• New features and enhancements deployed more quickly
• Internal teams unburdened from day-to-day vendor triage
• Structured approach prevents recurring issues through “Lessons Learned”
Makira delivers retail systems support that goes beyond fixing issues – we create stability. Our experience with Jumpmind POS, combined with our hands-on approach and commitment to accountability, makes us the partner retailers trust when continuity, customer experience, and responsiveness matter most.
"Makira is truly an extension of our team. Their deep understanding... Our experience with Jumpmind POS, combined with our hands-on approach and commitment to accountability, makes us the partner retailers trust when continuity, customer experience, and responsiveness matter most."
Craig Hewitt, COO at The Paper Store
