- 20 Jun 2009
Aurora sees Benefits of Retail Assist Service Desk
In a recent staff survey, Aurora employees noted a marked improvement in the level of customer service received since their IT Service Desk was outsourced to Retail Assist last year. Aurora Fashions is the parent company of six design-led fashion brands: Anoushka G, Coast, Karen Millen, Oasis, Odille and Warehouse. The 2009 review showed a substantial improvement in every category, ranging from how easy it is to contact the Help Desk to how efficiently staff IT problems and requests are solved, and how effectively staff are kept up to date on any issues raised.
John Bovill, Group IT Director, explains that as an existing client of Retail Assist, Aurora was sure that it could outsource its first line IT support with confidence: “We’ve had a long relationship and Retail Assist understands retail and our business. It’s a great marriage. We’re getting the cost-savings and benefits of shared services.”
Retail Assist provides support for all of the EPoS systems that Aurora uses: Store6, Retail-J and Microsoft Wepos. The service provides both standard trading and out-of-hours cover : Monday to Saturday, 07.00 – 23.15 and Sunday & Bank Holidays, 09.30 – 18.00. In addition, all first-level support calls from Aurora’s Buying, Finance, Head Office and Admin functions are channelled through the Service Desk. For these users, technical support is given on desktop and core business applications.