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IT services and solutions for retail and hospitality

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  • 10 Apr

Mosaic Outsources Service Desk to Retail Assist

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Retail-only solutions and service provider, Retail Assist, has been awarded its largest Service Desk contract to date, to provide first-line support to 1,500+ Mosaic Fashions stores worldwide.

Mosaic Fashions has moved its entire Stores Systems Help Desk operation from an inhouse team to the specialist staff at Retail Assist’s Support Centre. The Retail Assist operation is now supporting a mix of solus and multiple fascia stores and concession outlets in the UK, Eire, mainland Europe and the United States, for the high-street fashion brands Oasis, Principles, Coast, The Shoe Studio Group, Warehouse and Karen Millen. Retail Assist also provides Service Desk support to Thresher Group, adams kids, Harvey Nichols and World Duty Free, amongst others.

Support provided across the entire store estate comprises initial problem diagnosis and resolution. Whilst it will escalate calls to third-parties such as the new internal Store Systems Support team at Mosaic and external hardware maintenance providers, Retail Assist remains responsible for issue resolution and achievement of Service Level Agreement (SLA) terms.

Mosaic Fashions’ rationale for this move was based upon a number of factors. The company has a proven relationship with Retail Assist and felt that its strong Store Systems Service Desk competence would enable it to provide an effective support function.

Retail Assist has been complimented on the smooth transition and the service now being provided to stores. Comments John Bovill, Group IT Director at Mosaic Fashions: “The handover to Retail Assist has been seamless to date. We expect the new service to deliver further synergies and cost benefits.”

The service provides both standard trading and out-of-hours cover: Monday to Saturday, 08.00 – 21.30 and Sunday & Bank Holidays, 09.30 – 18.00.

Retail Assist is supporting all of the EPoS systems that Mosaic uses: StorePlus, Store6, Retail-J and Microsoft Wepos.

The outsourcing of the Stores Service Desk to Retail Assist has enabled Mosaic to redeploy its inhouse resources to provide 2nd- and 3rd-level Store Systems support, manage the Retail Assist relationship and dedicate more time to the store opening process.

Adds Retail Assist’s Managed Services Director, Dan Smith: “This new contract builds on our long-term relationship with parts of the Mosaic Fashions business such as Warehouse, Principles and The Shoe Studio. We value the confidence that Mosaic has shown in us by outsourcing first-line support responsibility for its entire store estate.”

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