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First-Time Fix Mindset
What separates good support from great support? At Celestra, we believe it’s our first-time fix mindset. We aim to solve IT issues comprehensively and completely, right from the start. This approach not only reduces repeat visits and callbacks but also helps minimise downtime, which is critical in the fast-paced hospitality and retail sectors.
Every ticket is treated with urgency and precision. We don’t patch things up just to get by – we dig in to understand the root cause and provide lasting resolutions.
Smart, Streamlined Ticket Management
Behind every support ticket is a smart system designed to deliver results. Our Service Delivery Team acts as the central nervous system of Celestra’s support offering. Whether an issue needs a technical hand on-site or remote intervention, tickets are routed to the right people, be it our Field Scheduling Team or our IMAC Team.
The result? A streamlined process where every person in the chain knows exactly what to do, backed by real-time updates and expert communication that keeps our clients in the loop.
A Nationwide Network of Know-How
Our engineers aren’t just experienced – they’re specialised. Celestra’s nationwide resource network is built to solve the unique and complex IT faults that are common across Hospitality and Retail businesses. Whether it’s troubleshooting POS failures during peak service or resolving a back-office network outage, we have the skillset and the geographical coverage to be where you need us, fast.
What truly sets us apart is our deep understanding of our clients’ tech environments. As the technology landscape evolves, so do we. But our close relationships with our clients mean we stay intimately familiar with their setups, and this gives us an edge when things go wrong.
Success Story: Zonal Cabling Maintenance
A great example of our approach in action is our ongoing support for Zonal, a key player in hospitality tech. Zonal relies on us for the ongoing maintenance of their cabling infrastructure, a critical component that supports their entire system.
We stepped in to provide not just reactive support but proactive improvement. Our team identified inefficiencies in cabling layouts and worked to upgrade installations with minimal disruption to operations. This partnership demonstrates how we go beyond firefighting; we support infrastructure to ensure performance and reliability.
Read the full case study here
Why It Matters in Retail & Hospitality
Let’s face it: in these sectors, every second counts. A broken till at lunchtime, a network drop just before dinner rush, or an unresponsive booking system on a Friday night – these aren’t just tech problems. They’re business problems.
Real support is about understanding that urgency. That’s why our service is designed to reduce friction at every step, helping your operations run smoothly even when technology tries to get in the way.
Looking for Frictionless Support?
Whether you’re a long-standing Celestra client or looking for a new IT support partner, our team is ready to deliver tailored solutions that match the pace of your business. Our expertise is in offering peace of mind, efficient resolutions, and a partnership that understands your business.
