You’re in safe hands with Tiliter's implementation and service teams

Amelia Kirby

According to Forum Corporation’s research, poor service is the biggest reason for customer churn by 40%*. At Tiliter we’re proud of our customer first approach — from the first sales call, and for the life of our relationship, your needs come first.

Our delivery is fast, our people are reliable and we’re good at what we do. We ensure product quality and safety. And our after-sales support is second to none. You can rely on us to be with you, every step of the way.  

When you partner with Tiliter we’ve got the customer journey highly choreographed, so you can sit back and relax — you’re about to install the best retail tech on the market, from the best team in the industry. Happy days.

A seamless implementation journey

Our computer vision products are designed and assembled in Australia and Germany — product delivery and installation is fast, wherever you're located.

Installation of our supermarket scales and versatile checkout solutions is quick and simple — in-store implementation is 100% handled by our highly-skilled deployment team.

One of our products’ key points of difference is that they’re plug and play. The processors are pre-loaded with our powerful computer vision software, a highly-effective user interface and an extensive fresh produce AI model that works right out of the box. You provide us with your stock-in-hand list, and then we’ll map the AI model to your PLUs. Our pre-trained devices mean there’s little to no in-store training needed and your customers and cashiers can start using the AI Scales or Checkout software right away with no fuss.

Service excellence is part of the package

It's important to us that you feel as confident in our products as we are. Service calls are a fact of life with technology, but we have the processes and people in place to make your service experience painless, so you can trust us and our products to do the job.

Every Tiliter AI Scale is supported by our 24/7 service team and an enterprise-grade Remote Monitoring system. This bespoke system helps us keep your computer vision systems working at optimal performance without skipping a beat. It’s all part of the service and an extra bit of value that we offer our customers.  

We’re proud to say that over 95% of our historical service incidents have been detected by Remote Monitoring, before any disruption occurs to our customers that would require our service desk to be contacted manually.  

In many cases, our team is able to resolve service incidents remotely, saving you time and minimising the impact of any outage to your customers.

If we can’t resolve the issue remotely, one of our Australia-wide network of experienced service technician partners will be sent to your store without delay. We carry a comprehensive spare parts inventory and our techs are fully-trained in all software and hardware systems. So, you can be assured any in-store service work will be carried out professionally and with minimal disruption. That’s what we do best.

Our Service team has a track record of success, with an average case response time of 30 minutes and an average case resolution time of less than two hours. But we’re always striving for more — and we take our customer feedback about installation and service very seriously.

Service, your way

Consumers these days are used to self-service. Whether it’s tracking your phone bill, checking in for a flight or finding the answer to limitless questions, we’re all used to jumping online. And it’s no different with Tiliter.

If you’d prefer to troubleshoot an issue by yourself, we offer a 24/7 self-serve info hub that offers our customers an additional support channel. Log on any time, from anywhere to access useful product info and find answers to common questions. Whenever you need service, you can rely on us to be there.

Quality Assurance, compliance and quality

Once we've resolved your question, our service journey isn’t quite over. We do a quality assurance (QA) review every time so we can track and stop preventable issues, fine-tune our processes, and use customer feedback to improve our service. When we close off a service call, you can be confident that we will continue to improve our customer experience.

Our Australian designed and assembled products comply with metrology requirements of the regions in which they’re sold, including NTEP in the USA, MBIE in New Zealand, NMI in Australia and CE in Europe.

We are also proudly ISO9001 compliant for the "Provision of hardware and software solutions relating to machine vision”.  

We’re with you for the long-haul

At Tiliter we pride ourselves in offering an exceptional customer journey, from implementation through to proactive after-sales support. We look forward to welcoming you and your store.

*Forum Corporation

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Amelia is Tiliter’s wordsmith. She has a background in tech writing, comms and content in a broad range of industries and is on a mission to banish jargon.

Amelia is Tiliter’s wordsmith. She has a background in tech writing, comms and content in a broad range of industries and is on a mission to banish jargon.

Amelia Kirby

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