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IT services and solutions for retail and hospitality

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IT services
  • 16 Aug

Retail Assist is a Key Driver of Success for Bidvest Logistics

Retail Assist has worked with Bidvest Logistics for over 5 years, and is thrilled to announce a further 5 year contract extension     Bidvest Logistics, the preferred logistics partner of leading brands within the food, drink and hospitality industry, including Pret A Manger, Greene King, Nando’s, Pizza Hut, TGI Fridays, Pizza Express and Zizzi has continued to develop its relationship with Retail Assist through the extension of its IT Managed Services Agreement for a further 5 years. Retail Assist has supported Bidvest since 2011 with managed IT support services, enabling internal IT resources to focus upon the core business and applications, whilst Retail Assist maintains the infrastructure and user systems. Retail Assist helps drive incident volumes down with their single point of contact IT Help Desk, which supports 600 staff members across 7 depot locations. Retail Assist works closely with Bidvest’s internal IT team and third parties to minimise any disruption to critical business operations. Because Bidvest Logistics was so impressed with Retail Assist’s Managed IT and Technical Services, in 2015, a year before contract end, they were contracted for a further 5 years – a real reflection of Bidvest’s confidence in the service. Thanks to 24×7 support from Retail Assist, Bidvest Logistics is reaping the benefits of greater systems uptime, meaning guaranteed services to their customers around the clock; for example, servicing around 12,000 deliveries per week across their customer base. Cindy Howarth, Director of IT at Bidvest Logistics explains: “The selective outsourcing model we have chosen allows the team here to concentrate on our core competencies. Although Bidvest is in the logistics sector, IT is a key driver of our business. Working with a specialist company such as Retail Assist allows Bidvest Logistics to retain a competitive edge by enabling us to be agile and meet the demands of our internal and external customers. “The impact of the IT projects carried out by Retail Assist cannot be understated. For example, since upgrading Bidvest’s servers to the latest technology, our disaster recovery time has gone from 4 hours to just 15 minutes. This has had a very significant impact, and represents just one of many benefits we’re experiencing.” Since virtualising Bidvest’s key server environment in 2013, Retail Assist has continued to advise and support Bidvest Logistics on numerous projects to standardise Bidvest Logistics IT systems across all sites, to improve performance and maximise productivity. In a project to upgrade disk storage for increased systems performance, Bidvest’s warehouse management system, Minster, experienced a 40% decrease in the time taken to complete overnight scheduling, allowing the business to operate 24×7 warehouses due to the vast decrease in system downtime. Retail Assist has further supported Bidvest’s international expansion plans, implementing IT infrastructure and user systems at 3 new depots in Paris, Manchester, and Hoddesdon in Hertfordshire. Retail Assist’s shared service model provides a consistency of service delivered across Bidvest’s disparate sites – in the UK and France – meaning that every member of staff receives the same quality support. Retail Assist…
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omnichannel supply chain solution
  • 3 Aug

Harvey Nichols sees benefits of real-time stock availability

Harvey Nichols, the world’s leading luxury retailer, has upgraded their supply chain technology to the latest version of Merret, the end-to-end omnichannel solution developed by Retail Assist. Retailing in an omnichannel world, Harvey Nichols required 24×7 availability of stock across all of its channels, to fully support the relaunch of its website. The software upgrade involved Merret being moved onto a cloud based infrastructure, which facilitated a higher availability of the solution, making the supply chain structure much more resilient and dependable. Harvey Nichols can now retail in real-time, as they experience consumer demand around the clock. The upgrade contract with Retail Assist builds upon an existing relationship with Harvey Nichols, which began in 2004. The project was fully managed end-to-end by Retail Assist’s in-house project managers. Fatima Zada, Director of Technology and Innovation at Harvey Nichols, said: “The Merret upgrade provides much more in terms of scalability, as our international growth trajectory and ecommerce offer goes from strength to strength. Retail Assist facilitated our journey into omnichannel over 10 years ago, and the recent project has created a solid foundation for our growth vision going forward.” Nigel Illingworth, Global Strategy Director at Retail Assist, oversaw the project closely from an operational level: “Harvey Nichols is now experiencing the business benefits of a package solution, one that has moved from a bespoke, localised system to a fully supportable version. The brand is now on our roadmap for future developments, meaning they will always benefit from latest Merret innovations to provide a top quality customer experience.” Dan Smith, CEO of Retail Assist, commented on the successful project completion: “With a global reputation for luxury lifestyle retail, Harvey Nichols needed to make their omnichannel proposition as strong as their brand heritage. We are pleased to see our longstanding relationship with Harvey Nichols develop further, providing them with cutting edge retail technology 12 years after they originally started working with us. The Merret upgrade is testimony to the confidence that the business has in our people and products.” Harvey Nichols has also invested in smart tablet technology with Retail Assist’s in-store inventory solution, Merret Tablet Inventory. Facilitating a more transparent and comprehensive stock view, and therefore enabling order fulfilment in-store via the most efficient and cost effective channel, the solution maximises the sell-through of full price stock. Retail Assist’s new Merret support functions, such as the App Academy, an online training and user support portal, are also now readily available to educate Harvey Nichols on best omnichannel practice. This can result in greater operational efficiency of their retail business processes, maximising profitability. Keep an eye out for more retail technology news from Retail Assist. …
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retail it solutions
  • 1 Aug

Retail Assist launches Nexpo: a pop-up store of the next generation

Leading retail IT specialists, Retail Assist, have announced the launch of Nexpo, a retail technology pop-up store opening in Shoreditch, London, in September 2016. In partnership with international women’s fashion retailer Karen Millen, Retail Assist will showcase a range of innovative in-store technology, demonstrating solutions that are realistic, affordable and easily deployable to your store estate. With a host of cutting edge technology partners, the store will feature customer profiling and in-store analytics, beacons and personalisation, interactive omnichannel experiences and more, all available to test and experience on free guided tours. Nexpo will be hosted at Hoxton Arches, London, from Wednesday 21st to Friday 23rd September 2016. With the opportunity to network with other retailers on pop-up store tours, running twice daily, guests are registering to be taken on a journey of the achievable future customer experience. Alex Broxson, Head of Marketing at Retail Assist commented on the event: “Unlike so called ‘stores of the future’ most of the tech featured in the store is being trialled and tested already by retailers across the world. But, it hasn’t yet been introduced all together in one space, providing a singular, seamless customer shopping journey. That’s Nexpo’s critical difference.” Alan Morris, Executive Chairman of Retail Assist, added: “Retailers need to do all they can in stores to increase their conversion rate. The key to offsetting the trend of falling footfall is twofold: using technology to integrate the store into your omnichannel strategy, and understanding how it performs best in order to increase basket value. Your store could be your biggest untapped source of potential, with opportunities to sell more stock at full price. “The technology showcased at Nexpo will support retailers to achieve higher sales, wider market share and help better understand customers now and in the future.” Favouring an experimental and realistic experience over the demo versions usually shown at tech Expos, Nexpo features three areas: Customer Experience – a seamless end-to-end omnichannel experience, with the ability to browse, shop and experience all channels whilst in-store. Store Operation – the innovative technology underpinning the store’s performance, from inventory management, to high-value payments, and atmospherics. Analytics – continual assessment of store performance for making business recommendations based on the store experience. Nexpo technology partners include Enactor, Vista Retail Support, Vodat International, Inovretail, Adyen, DB Pixelhouse and Catalyst. Nexpo tour bookings are required to attend the event. Reserve your exclusive free space at www.retail-assist.co.uk/nexpo…
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  • 12 Jul

New structure builds foundations for further growth at Retail Assist

Julian Woodall – HR Director; Dave Roberts – Managed Services Director; Dan Smith – CEO; Matthew Proudlove – CFO; Hazel Olivier – Solutions Director; Renato Pastorino – Client Director. A MIDLANDS business whose IT software and support are used by some of the biggest names in retail and hospitality is gearing up for growth with a new management structure. Retail Assist provides technology, support and expertise which ensures that retailers and well-known hospitality brands can meet customer demand in-store and online. Currently on course for its most successful trading year, the business has now set up a new Operational Board which has seen key staff step up to take on new responsibilities. The move has also seen a new face join the business – people development expert Julian Woodall, who becomes HR Director at Retail Assist. The Operational Board will complement Retail Assist’s Main Board, which is led by Chairman Alan Morris, CEO Dan Smith and CFO Matthew Proudlove. While the Main Board will focus on the long-term strategy of the business, the Operational Board has responsibility for day-to-day delivery. Explaining the new structure, Dan Smith said: “We’re going through an exciting transformation that comes with being an organisation that has grown from a small Nottingham and Northampton company into a multi-site business which underpins the IT operations of some of the biggest brands in retail and hospitality internationally. “The business is performing brilliantly, securing some very high-profile new clients and winning global accolades for the customer service that lies at the heart of what we do. The new structure will help us to capitalise on that growth and move on to the next level.” Retail Assist employs more than 90 people at its headquarters on Friar Lane, Nottingham, while a further 80 people are based at two sites in Northampton – an application centre on the Moulton Park Industrial Estate and a Data Centre nearby on Westleigh Office Park. The business develops and provides global software solutions and round-the-clock IT support services which enable clients like Harvey Nichols, Karen Millen and ASOS  to meet customer demand in an era known as omnichannel – where sales can be in-store, online or click-and-collect. The IT support which it provides is acknowledged to be the best in the industry, its Help Desk having won the Best Managed Service Desk Award at this year‘s Service Desk Institute’s annual awards – a benchmark of global performance. Julian Woodall’s arrival at Retail Assist marks the start of a push to help its team enhance skills and assume responsibilities which will enable the business to explore new opportunities. Julian, whose experience includes senior roles with major retail and financial services organisations, said: “Retail Assist is in a strong position to progress because it is beginning this journey with the right culture – the people who work here, the service they deliver and the environment they operate in are already very good, as the awards testify. “But as a business, we’re ready to move on to the…
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international help desk support
  • 8 Jul

Retail Assist recognised in Top 10: Nottingham’s Creative Class 2016

Retail Assist, has successfully been named one of Nottingham’s Creative Class 2016, ranking the business within the Top 10 in the region for high performance, growth and innovation. Retail Assist is among ten businesses chosen to be part of The Creative Class, whose success embodies the growth potential of the city economy. Retail Assist’s application demonstrated its ambitious plans for future growth, expansion and accessing new markets. Further insight into Retail Assist’s innovation, both in developing new technologies and systems, as well as new approaches to talent development, marked the business as dynamic and forward thinking. With a global reputation in supporting leading retailers and hospitality operators, Retail Assist plan to remain on the curve of their current growth trajectory, continuing to attract and develop the best talent in the region. Alan Morris, Founding Member and Executive Chairman of Retail Assist, commented on the company’s latest achievement: “As a member of The Creative Class, we’re proud to be ambassadors for the city and county – passionate about Nottingham, and its creative and dynamic environment. We hope that the recognition will continue to increase our profile, raise awareness of our award-winning services and solutions, and help the business to develop an even greater competitive edge.” The Creative Class recognition comes just three months after Retail Assist’s IT Help Desk, based in Nottingham, was recognised as the best in the world by industry standards. Launched in 2011, this is the fifth anniversary Creative Class event. The initiative began with nine creative companies, which were heralded as leading the way in terms of dynamism and diversity. The Creative Class 2016 was unveiled last night at an event at the Nottingham Contemporary hosted by Nottingham Means Business, and sponsored by PwC. Retail Assist is now a member of Nottingham Means Business for 2016/17. Search #CC2016 on Twitter to catch up on all the action from the event. Videos and photos will be released next week, so stay tuned.…
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project management services
  • 17 Jun

Oasis and Warehouse launch next generation websites

High street fashion brands Oasis and Warehouse are pleased to announce the launch of their innovative new digital platforms. By partnering with Javelin Group, Demandware and Retail Assist to manage the successful migration of both sites, Oasis and Warehouse have transformed their digital offering to deliver next generation ecommerce sites, each uniquely supporting an ongoing omni-channel customer experience strategy. Oasis and Warehouse COO, Hash Ladha comments; ‘This is just the start of an exciting digital transformation for both Oasis and Warehouse. Across each brand we pride ourselves in consistently being at the forefront of innovation and now have a new base to continue to build from for the future.’ Each brand’s digital strategy demonstrates a significant commitment to delivering a modern user experience; one invested in omni-channel improvement and growth. Both brands continue to directly respond to the customer’s ever-evolving shopping requirements, creating a seamless customer journey online coupled with contemporary design and innovation. Press release via Oasis. Read more about the website replatform here.  Click for more retail technology news, or visit our retail technology blog for industry insights.…
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International Help Desk Support
  • 13 Apr

Retail Assist wins ‘Best Managed Service Desk’ at the Service Desk Institute IT Service and Support Awards 2016

We are delighted to announce that Retail Assist has won the globally recognised ‘Best Managed Service Desk’ Award at the Service Desk Institute’s (SDI) Annual IT Service and Support Awards. The SDI’s annual Awards identify the excellence of outstanding service desk teams and individuals, and celebrates their success. After reaching the Final 3 last year, Retail Assist was keen to re-enter with a host of fresh innovations to its service desk provision. ‘Best Managed Service Desk’ was a tough category – in the Final 3 were SCC based in Romania, and Maersk Group headquartered in Denmark. However, Retail Assist impressed the judges with the level of investment demonstrated in their Help Desk, and focus on the customer; providing a proactive, quality service to enable them to reach their goals. Dan Smith, CEO of Retail Assist, commented on the achievement: “We are extremely proud to have won the award, and to claim the title as the World’s ‘Best Managed Service Desk’.  We have progressed significantly over the last 17 years to support many of the leading retail and hospitality brands, but this really gives the team the recognition they deserve for all their hard work and dedication to providing the best possible service to over 8000 global locations around the clock.” The Retail Assist Help Desk team enjoyed an impressive gala dinner event, receiving the award along with winners in each of the awards categories, at a prestigious awards ceremony at the Birmingham Hilton Metropole last night. We are donating the £1000 winning prize to our chosen charity for the financial year, Emmanuel House, a homelessness charity based in Nottingham.…
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IT Help Desk
  • 31 Mar

Retail Assist gets a Slice of the Action with Pizza Hut

Pizza Hut Restaurants benefit from Retail Assist’s 24 x 7 IT support across UK-wide Dine-In Restaurants Pizza Hut Restaurants, one of the UK’s largest pizza chains, is marking two years of successfully receiving first and second line IT Help Desk support from Retail Assist, the award-winning IT services and solutions provider. The service benefits 8,000 employees working across 270 Pizza Hut Restaurants throughout the UK. Cover was originally aligned to the outlets’ standard trading hours, but once Retail Assist’s 24 x 7 x 365 Help Desk capabilities became apparent, Pizza Hut decided to extend the service to take full advantage of being able to call on IT support at any time, day or night. This is particularly relevant for Huts that trade late into the night to service orders from the website, and also for Restaurant Managers who wish to report less important issues once they have finished trading. Bill Parker, Service Delivery Manager at Pizza Hut Restaurants, commented:  “We were looking for a ‘one stop shop’ where our Huts could report and have resolved any IT related issues and queries that they experienced; a single point of contact where we could log all calls, who could then fix the issues where possible and manage through to resolution those calls which had to be dealt with by the internal Pizza Hut Restaurants IT team or escalated to 3rd parties. In the two years we’ve worked with Retail Assist, we’ve found them to be efficient and effective, which has resulted in us reaping the benefits of improved service to our operations and reduced disruption to customer service.” Keith Frimley, IT Director at Pizza Hut Restaurants added: “Retail Assist supports some of the UK’s largest and best-known retailers, which gave us confidence in their capabilities. They understand the importance of keeping systems fully operational and keeping staff at ease, whilst finding resolutions to the challenges they are facing. This is something which is as critical in hospitality as in retail.” Dan Smith, Chief Executive Officer at Retail Assist, concludes: “Our proactive approach aims both to reduce issues and to support our clients whenever they need us, being ‘the voice at the end of the phone’ within or outside of business hours.  We’re very proud of our relationship with Pizza Hut, and our unique hospitality service provision that benefits their many thousands of staff across the country.”…
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  • 24 Mar

Morrisons Nutmeg breaks into Top 20 UK fashion retailers

Big congratulations are in order for our customer, Morrisons, whose fashion brand, Nutmeg, has broken into the Top 20 UK fashion retailers for the first time. The brand has gained significant traction amongst consumers since its launch in 2013, recording more than 3.1 million transactions in the year to January 2016. Retail Assist’s relationship with Morrisons began three years ago, when the ‘Big 4’ grocery brand selected Retail Assist’s supply chain solution, Merret, to support the launch of Nutmeg. The range was rapidly launched in 100 Morrisons stores in March 2013, and now features in over 300 stores across the UK. Rolling out the Nutmeg line further, Morrisons now has aspirations for a Nutmeg range in every Morrisons store by the end of the year. In an interview with Retail Week earlier this week, Nutmeg category director Christine Bryce commented on the brand’s success: “Sales have increased 25% over the last 12 months, and there’s still room for growth as we aim for a presence in every supermarket before December. We’ll continue to work at raising awareness of Nutmeg and introducing even more customers to it by providing good quality and excellent value.” At the time of launching Nutmeg, the Commercial Director of Clothing, Tim Bettley, commented: “After rigorously reviewing the marketplace through a tender process, it became apparent to us that Merret has very strong credentials in supporting the development of multichannel fashion retailing. We needed to invest in a system that could provide an end-to-end solution in tight timescales. With the launch of Nutmeg fixed for March 2013 we required a provider who could deliver fast, and with Retail Assist we found this, based on their previous success with other leading retail brands.” Merret is also the supply chain system of choice for Morrisons’ existing range of essentials men’s and womenswear. By implementing Merret, Morrisons joined many of the UK’s leading fashion retailers who are supported by Retail Assist’s supply chain solution; including ASOS, Karen Millen, Harvey Nichols, Jacques Vert, Mint Velvet, and Whistles. Dan Smith, CEO of Retail Assist, congratulates Morrisons Nutmeg on their achievement: “Just three years since launching, Nutmeg has experienced huge success in breaking the Top 20. They’re a great brand to work with, and we’re proud to support Nutmeg’s retail operations through Merret. We look forward to further developments with the brand as they continue to innovate.” Merret improves retail business performance by maximising the financial potential of stock inventory, through smarter omnichannel processes. Using a centralised stock pool, retailers fulfil customer orders regardless of sales channel, more often at full-price. Click for more retail technology news, or visit our retail technology blog for industry insights.…
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  • 9 Feb

Finalists for “Best Managed Service Desk” at the Service Desk Institute Awards 2016

February 2016: We are proud to announce that our Help Desk team has been voted as a finalist for ‘Best Managed Service Desk’ at the Service Desk Institute’s IT Service and Support Awards 2016. The annual SDI Awards shine a light on the best service desks in the industry from across the globe, rewarding both outstanding contributions to customer service and excellence in IT service management. After becoming a finalist in in 2015, we were keen to enter again, bringing our new innovations and quality statistics to the table, which we believe sets the standard of our Help Desk apart. Our proactive ISO20000 accredited procedures have contributed towards incident reduction rates of 10% from last year, despite the number of stores we support increasing by 8%. Our Help Desk is providing support in 8,100 locations across the world, and delivering support services in Spanish, French, German, Polish, Italian, Portuguese and Hungarian, all from our UK head office location in Nottingham. Five companies were originally shortlisted, and after a presentation session to members of the SDI, three were selected for the finals. Final winners in each of the Awards categories will be announced at a prestigious awards ceremony at the Birmingham Hilton Metropole in April 2016. Dan Smith, CEO of Retail Assist, said; “Credit due to the Help Desk team, the SDI Awards are an exceptional way to be recognised in the IT Service and Support industry. Our call analysts work 24x7x365 to ensure that our customers experience the most efficient incident resolution, and the best levels of service. Let’s hope we can impress the judges at the next stage of the Finals – we’re really looking forward to it.” Keep a look out for more Retail Technology News on our News page or check out our weekly posts on our Retail Technology Blog.…
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