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  • 10 Jun

Mosaic Fashions international store support

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Coast, Oasis, Karen Millen and Warehouse

As a number of the Mosaic Fashions brands including Oasis, Coast and Karen Millen undertake a major expansion drive into overseas markets, the retailer has turned to its established IT partner, Retail Assist, to provide an international Help Desk function.

Mosaic Fashions has a growing store estate outside of the UK. Retail Assist has been appointed to provide a 1st Line Help Desk service from its Bingham Support Centre to 48 solus and concession stores in Europe and the US. The new service is an extension to the data exchange and communications services that Retail Assist already provides to these operations.

Central to the service will be support of Mosaic’s new Microsoft .NET-based EPoS solution. Supplied by BT Expedite, Connected Retailer ® Store 6.0 includes point-of-sale and CRM functions. It has been rolled out across all of Mosaic’s fashion brands as a single solution for Europe and the UK and is the final stage of IT systems consolidation for the retail group.

Explains Paula Parsons, Head of IT Services at Mosaic Fashions: “We are confident that Retail Assist’s Help Desk can add value and efficiency to our business. The new service will also support the rollout of our inhouse-developed store applications: Storeplus for international solus stores and Wepos for all other sites including our main brand concessions.”

Help Desk Support is one of Retail Assist’s core offerings. It currently delivers 24/7 or out-of-hours cover from its centralised, retail-specific team to the head office, store and distribution centre staff of retail clients such as World Duty Free Europe, Harvey Nichols and adams kids. It has for some time also supported the UK-based Warehouse and Principles operations.

States Retail Assist’s Managed Services Director, Dan Smith: “We welcome this next phase in our relationship with Mosaic Fashions and are pleased that it has once again recognised the benefits of selective outsourcing for its international retail requirements.”

A member of the Help Desk Institute (HDI) and driven by service-level agreements, Retail Assist prides itself on a service that includes incoming telephone calls being answered within 6 rings and the achievement of an 84% first time fix rate, on average per annum.

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