IT services and solutions for retail and hospitality

Shortlisted for ‘Best Managed Service Desk’ at the Service Desk Institute’s Annual Awards

Best Managed Service Desk
  • 17 Mar

Shortlisted for ‘Best Managed Service Desk’ at the Service Desk Institute’s Annual Awards

  March 2015: We are proud to announce that our Help Desk has been shortlisted as a finalist for the Service Desk Institute’s IT Service and Support Awards 2015, in the category of ‘Best Managed Service Desk’. After a tough selection process, 5 companies were originally shortlisted, from which 3 were selected for the finals. Our Help Desk will be up against Computacenter and Fujitsu Centrica, who have also been shortlisted in the ‘Best Managed Service Desk’ category. Final winners in each of the awards categories will be announced at a at a prestigious awards ceremony at the Birmingham Hilton Metropole next month. As well as describing what sets us apart from other service desks, we had to give a presentation to a panel of SDI members regarding why we should win the award, submit a fun video, and undergo an observation by the SDI of a typical working day on our Help Desk. We put forward our global support as well as our proactive and ISO20000 accredited procedures as our top qualities. Providing support in 7,500 locations across the world, we even deliver help desk services in Spanish, French, German, Polish, Italian, Portuguese and Hungarian, all from our UK head office location in Nottingham. Dan Smith, CEO of Managed Services at Retail Assist, said; “Achieving such prestigious industry recognition is a testament to the fantastic quality of our Help Desk and call analysts, who work 24x7x365 to ensure that our customers experience the most efficient incident resolution, and the best levels of service. The awards shine a light on the best service desks in the industry, rewarding both outstanding contributions to customer service and excellence in IT service management; our Help Desk is delighted to have been recognised in this way”.…
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  • 22 Sep

Merret User Day 2014

It’s important for us to involve our user base in the development of our solutions, to ensure we continue to develop a product which is aligned to the requirements of the user community. As such last week we hosted our annual ‘Merret User Day’ to encourage all of our Merret customers to come together and discuss current and future Merret functionality. On the day a number of members from the Merret community attended including; Mint Velvet, East, Oasis, Warehouse, Karen Millen, Coast, Jacques Vert, Harvey Nichols, Morrisons, Paperchase, and Whistles. The day itself was organised and facilitated by Retail Assist members but driven by the needs of the Merret users, with much time for questions and discussions, to address any areas of Merret that was of primary focus for our customers. The ‘Merret User Day’ enables us to develop further efficiencies and grow functionality to meet customer expectations. With contributions from retailers with differing requirements it helps us to generate a better service across retailing channels from omnichannel retailers to pure play e-tailers, helping us improve our service but also helping them achieve their business targets. During the day we discussed a number of key points and we wanted to share them with you. Following an introduction to the day from Robin Coles, our Head of Product Strategy Nigel Illingworth, Chief Executive Officer – Solutions, continued with Merret ‘The Last Year’, highlighting Merret’s; Rich omnichannel functions Ability to work intuitively with 3rd parties Real time omnichannel functionality He then moved on to discuss Merret’s flexible approach and ability to respond to change and growth and this is where the Merret community were given the opportunity to engage and discuss their requirements from Merret during the last year. Following on from this we were delighted to have customer presentations from Anne Sinclair, Multichannel Director of Coast, Oasis, Karen Millen and Warehouse regarding the journey of omnichannel retailing. Then from Grant Henderson, Project Manager at Coast, Oasis, Karen Millen and Warehouse, and Rob Scott our Technical Services Manager, regarding their experiences and advice for a tablet roll-out across a 750 store estate. The focus of the afternoon was ‘Merret the Future’ where we explored the future Merret roadmap. At which priorities for future development were revealed and discussed with clients, to ensure it aligned with their own requirements. The day was concluded with partner presentations and it was lovely to be able to welcome along 4 differing companies that each brought a new and exciting element to the day, but that could all complement our Merret supply chain solution. We had teams from; Momentis, a Canadian based company, InovRetail from Portugal, Triquestra and Powatag. Not only did this add an extra dynamic to the day but it was also so interesting to see what these companies did and how they could work with Merret to provide additional functionality. Keep an eye out for guest blogs rounding up these partner presentations – there are some very interesting findings. We took a lot away…
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  • 21 Oct

The Help Desk Advisory Board, Meeting 3

Wednesday the 16th October saw our third Help Desk Advisory Board meeting, held at our Nottingham head office.  The Help Desk Advisory Board is a collaboration between Retail Assist and some of Nottingham’s retailers, designed to allow those we work alongside on a day to day basis to serve as a ‘critical friend’ – letting us know  what we’re doing well, and what we can improve upon to make their jobs easier. The main aim of this particular meeting was to discuss how well suggested solutions implemented following previous sessions were working for the teams, and to lay out any plans and ideas made for retailing during the oncoming seasonal peak. Fuelled by good food and good company, the chatty group had a two hour discussion regarding not only what was working (suggestions implemented following previous meets have so far been a success) but also what the world of retail is like from their point of view. Although many members of the Retail Assist team worked on the front line of retail before joining us, we always welcome different viewpoints and experiences from new voices, as we feel that understanding our customers is one of the most important parts of what we do. Throughout the meeting we managed to hit upon all of the key points of our newly improved service, taking in praise as well as suggestions for improvement, ready to action ahead of our next meeting. We are very pleased to be getting such a positive reaction to the changes we are making based on the voices of our retailers, and will continue to monitor and implement suggestions made, with added support from the entire team throughout the Christmas period. If you have any questions regarding the Help Desk Advisory Board, feel free to get in touch.…
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  • 27 Sep

Retail Assist Wins Third Award Of The Year

Last week, Retail Assist was awarded ‘Supplier of the Year’ at the Bidvest Logistics and 3663 internal awards. This is the second year we’ve been awarded by the group, and the third time we have been awarded this year (award one here, award two here.) It is a great honour to be recognised in this way for the work that we do, and we are thrilled to have been considered, let alone to have won. For more on this, please read our press release. If you are interested in what else we’ve been upto lately, please visit the links below: • ‘Smarter retailing is in hand with tablets’ • Notts fans hit target by shouting their message from the rooftops • Company signs up for Notts County sponsor deal • Tempting Bytes at Software Firm Charity Bake Off • Consumers gear up for Christmas countdown • Avoiding Xmas crush key factor in online gift hunt • 100 days to Christmas: research reveals the shopping strategies to crack Christmas • How many shopping days until Christmas? • CHRISTMAS IS COMING – EEK! Have a good weekend!…
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  • 2 Sep

“Smarter Retailing Is In Hand”

At Retail Assist, we have recently had the pleasure of appointing Robin Coles to join our busy team, as our ‘Head of Product Strategy.’ Alongside an unwavering love for Chelsea football club, Robin brings with him a wealth of retail knowledge gained through 25 years in the fashion industry. With a large scope of insider insight, Robin has a lot of brilliant ideas regarding how best to take the business forward. One such idea regards the use of tablets in store. With pilots in place regarding the use of our supply chain solution, Merret, on the Google Nexus device, and with roll out planned for early 2014, Robin has been considering the use of Google Nexus devices in stores as a way to sell, manage stock and carry out staffing tasks. Robin’s thoughts on the next step in the evolution of retail IT were picked up as a feature for the ‘Talking Business’ series in retailer staple ‘Drapers’ this week, and although we may be biased, we think it’s a very interesting read. To see the full article, click here, or check out your latest copy of Drapers. We’d be interested to hear your thoughts on the subject of tablets in store, so if you wish to discuss the topics covered please leave us a comment below, or tweet us @RetailAssist…
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  • 5 Aug

Retail Assist Help Desk Advisory Board Part 2

Last week saw our second Help Desk Advisory Board evening all about ideas, innovation and feedback from users of service on the Help Desk, held at our head office in Nottingham. Once again we welcomed store staff representatives from major high street retailers, this time including Karen Millen, Coast, Oasis, Warehouse and Superdry.  The discussions held were very valuable, leaving us with many interesting ideas for future developments. Main topics discussed in this meeting included ring time vs. resolution time, methods of logging calls, help sheet usage and the effectiveness of call categorisation. Ideas put forward were both interesting and well thought out, leaving everyone with plans for future innovation. Although plans are, at this point, confidential, we can say that a lot of good has come from meeting with those that work on the front line of retail.  From our two meetings we were able to chat with various members of retail staff from Nottingham and the further midlands, learning of their frustrations and of the things that make their lives easier, ensuring we are offering a service tailored to their actual needs, rather than to assumptions made whilst sitting in our office. At the request of members of the Help Desk Advisory Board we have a follow up meeting in October to discuss progression, and to further improve upon the relationship between ourselves and our clients. A huge thank you to everyone that attended the event, we look forward to seeing you again soon.…
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  • 17 Jul


Last week, Retail Assist celebrated reaching over 4000 tills supported for Cybertill – an ‘EPoS Systems and Retail Software provider that gives retailers the tools to trade successfully in store, online or over the telephone.’ When working alongside Cybertill, Retail Assist aims to: Deliver quality and innovation in everything that we do. Provide easily accessible and professional support services to all Cybertill customers, staff and partners in order to deliver maximum levels of customer service and facilitate growth. Be readily available for all Cybertill customers to assist with every problem, question or issue, no matter how big or small. With this in mind, it is an honour to be entrusted with such a high level of support. We are happy to be a part of the Cybertill solution, and proud of the shared success, as well as the high level of professionalism from the team. To mark the occasion the team here at Retail Assist enjoyed a specially made cake, arranged by management as a thank you for all of the hard work it takes to make the business such a success. Following tea and cake we ended the week on a Twitter challenge, posting a handstand to our page as a part of the Tesco Mobile Follow Challenge. The conversation that accompanies this image can be found by clicking here.…
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  • 2 Jul

Retail Assist Help Desk Advisory Board

At Retail Assist we are always looking at ways of improving our service provision, and ways of getting closer to the end users of our service, to understand their requirements even further, and gain insight and drive innovative ideas with the actual users of our service provision. This is why we have established the ‘Help Desk Advisory Board’. This board is made up of actual help desk users from our client’s stores, our help desk teams, and the wider business teams at Retail Assist. This is so users can act as a ‘critical friend’, and help to tell us what we are getting right, what we might be getting wrong, and how we can improve. Last Wednesday saw the first of these meetings at our head office in Nottingham, and involved clients who have stores in the local area. This saw us gain attendees from Coast, Oasis, Warehouse, Karen Millen and Hobbycraft. The event was a great success, and an exciting and welcomed concept from the brands involved. As this was our first meeting with the group, we used the time as an opportunity to discuss how we expect the advisory board to work – welcoming ideas, opinions and challenges in a friendly and relaxed environment. Those that joined us remained engaged throughout, giving us valuable feedback and goals to work toward ready for our next meeting in July. The reason for arranging such meetings is simple. As Retail Assist grows the number of users benefitting from our service grows with it, and getting them involved at the earliest possible stage is of the utmost importance to us. Opinions from respected retailers gives us a valuable insight into the effectiveness of our current managed services offering, allowing us to evolve and improve upon our already award winning service in a way that will directly benefit those that work with us A big thank you to all of the retailers that took part in this discussion, we look forward to welcoming you again soon!…
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  • 24 Jun

Retail Assist and Jacques Vert win ‘Supply Chain Excellence’ Award

Last week, at a glittering ceremony held at the London Hilton, Retail Assist was awarded the Retail Week Technology Awards ‘Supply Chain Excellence’ award alongside the Jacques Vert Group (JVG.) The honour follows a recent ‘Company of the Year’ win at the Nottingham Post Business Awards, and we couldn’t be prouder. The Retail Week Technology Awards recognise excellence in technology over the past year. ‘Supply Chain Excellence’ was a tough category – Jacques Vert and Retail Assist were up against Costco Wholesale with Portaltech Reply, Costco International Platform, Debenhams Endless Aisle, O2 with Liaison Technologies, O’Neill with Liaison Technologies and Shop Direct Group with Kewill. However, our team impressed judges, who gave the following reason for the win: “The winning project overhauled the supply chain at this retailer, showed excellent return on investment and successfully introduced significant changes to its infrastructure.” Once again, a big thank you to everyone involved in this project, and to the Retail Assist team as a whole. Our achievements both this year and in previous years are a reflection of the hard work and dedication carried out by the team at hand, and it is greatly appreciated. For more information, please visit our official press release. To see the (very exciting) winning moment for yourself, click here.…
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  • 28 May

Retail Assist Wins The ‘Company of the Year’ Award

We are very proud to announce that Retail Assist has been awarded the top award of ‘Company of the Year’ at this years Nottingham Post Business Awards. The ceremony took place on Thursday night at the East Midlands Conference Centre, which also saw us shortlisted for the ‘Sales and Marketing’ award. The Nottingham Post Business Awards celebrate business excellence in the county, rewarding Nottingham’s most successful businesses through a variety of award categories. With a tough entry process and high calibre of competition we are very pleased to have won, and feel that this fantastic achievement recognises the hard work that we have done for the past 14 years. Members of the Retail Assist team enjoyed a three course meal, a magician and champagne as the announcements took place. We were very excited, and extremely pleased (as you will hear if you watch the video), when our name was called out for the evening’s top award. A huge thank you to the entire Retail Assist team, to the judging panel and to everyone that has tweeted us their good wishes, and of course congratulations to the winners of the remaining categories. To see the moment we won visit the Retail Assist YouTube channel…
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