IT services and solutions for retail and hospitality


SDI Best Service Desk Customer Experience 2019
  • 1 Apr 2019
What a night! Retail Assist Celebrates Success at the SDI Awards
Written by Anna Murphy, Communications Executive One win, two trophies and a big night to celebrate! This year, Retail Assist entered the IT Service & Support Awards, hosted by SDI, and we are extremely proud to announce that we not only won Best Service Desk CX (Customer Experience), but were also finalists for Best Small Enterprise Managed Services Provider 2019. Whilst the night itself was an excellent evening celebrating success within the service desk industry, it had been a robust process consisting of an extensive written application, a presentation and Q&A session with the category judges, then followed by a site visit, complete with another presentation and site tour. However, we relished the opportunity to wax lyrical about our philosophy surrounding customer service and to celebrate the excellent work that our Helpdesk Call Analysts achieve every day. We explained the ways in which we engage our team to define and build a service desk culture focused on customer excellence whilst delivering exceptional business value, including many examples of where our analysts have gone above and beyond to deliver unique customer service. However, it wasn’t all presentations and written applications… Another particularly fun part of the process was filming our Helpdesk video. So, without further ado, we present ‘The RA Show’!  Click here to watch the video on YouTube Held on Tuesday 26th March 2019, the SDI’s annual awards identify the excellence of outstanding service desk teams and individuals from across the globe. Having won Best Managed Service Desk in 2016, Retail Assist was keen to re-enter following a host of innovations to its service desk provision. Delivering the award for Best Service Desk CX 2019, Tim Ingham, one of the category judges, said: “Customer experience is something that’s really close to my heart and I think it has the ability to have a really big impact on the way we deliver support. As a judge, it’s really nice to see the kind of programmes in place that will deliver an impact for customers on the local, national and international stage. But, there can only be one winner and that is Retail Assist!” Along with this, we were delighted to also be a finalist for ‘Best Small Enterprise Managed Service Provider 2019’, which recognises the wealth of services offered across our Managed Services. Dan Smith, Retail Assist’s CEO, said: “We are extremely proud to have won the Best Service Desk CX award and to be a finalist for Best Small Enterprise Managed Service Provider, gaining both national and international recognition for our work. We pride ourselves on delivering excellence to our customers who include many leading retail and hospitality brands. This is a wonderful achievement that celebrates our team and gives them the recognition their hard work and dedication deserves.” Thank you to everyone at the SDI for their support and help over the last few months; we had a brilliant night and a fantastic conference. And well done again to the whole Retail Assist team!…
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  • 16 Nov 2018
Celebrating good times: Retail Assist’s award-winning week!
Written by Anna Murphy, Communications Executive They say that good things come round in threes and this week that’s certainly true for Retail Assist. This week saw the annual BCS UK IT Awards and the Nottingham Post Women in Business Awards. They were both fantastic evenings and we are delighted that we came away as finalists! On Wednesday, Kieran Bowden, Head of Business Development (Services) and Tina Hand, Head of Systems Support, travelled to London for the annual BCS UK IT Awards where Retail Assist was a finalist for the Services Company of the Year. Celebrating excellence in the UK technology sector, the awards were a wonderful night to praise and reflect the good practice shown in the industry over the last 12 months. The next day, two of our members of staff were finalists in the Nottingham Post Women in Business Awards. Alex Broxson, Head of Marketing, was a finalist in the category of Digital Ambassador after being nominated by her team. Alex was celebrated for her innovative approach to digital marketing and the development of a digital-led strategy, which has seen her vlog from the NRF (National Retail Federation) Big Show exhibition, held annually in New York, and also running Nexpo, a three-day experiential retail tech pop-up store event in Shoreditch, London, which showcased a ‘store of the future’ environment. Alex said: ‘It feels amazing to be a finalist for this award.  I’m used to writing and submitting award entries on behalf of Retail Assist, so it’s an unusual position to be a finalist for an award myself.  But what meant the most to me was the fact that it was my team who nominated me and put me forward, without my knowledge!  ‘To have the support and confidence from your team that they believe you should be recognised for your achievements is fantastic and very humbling.’ The second celebration of the evening came as Apprentice Call Analyst, Chantice Sullivan, was announced as a finalist for Apprentice of the Year. Since starting at Retail Assist just over a year ago, when she was just 16 years old, Chantice has wowed her team leaders with her professionalism and maturity. Chantice was complimented for her drive and her ability to take on the training of new starters, showing great knowledge and understanding of our company. Chantice said: ‘I was so happy to be a finalist for Apprentice of the Year. Working at Retail Assist has really encouraged my self-confidence and, thanks to working here, I know that I’ll one day have the skills to pursue my dream of owning my own business.’ It was a truly fantastic evening and the end of a busy, but successful week at Retail Assist. Well done to everyone involved! If you’d like to join our award-winning team, take a look at our careers page here.…
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UK IT Awards
  • 29 Aug 2017
Finalists for BCS UK IT Industry Awards
We are proud to announce that we are Finalists for the BCS UK IT Industry Awards 2017, in the Organisational Excellence category of ‘Services Company of the Year’. Firstly, a big “well done” to our teams delivering exceptional Managed Services to major international retail and hospitality brands. We couldn’t have come this far without our award-winning team – also voted ‘Best Managed Service Desk’ last year by the Service Desk Institute. The BCS UK IT Industry Awards recognise and award organisations that have demonstrated excellence in their industry during the past 12 months. The awards seek to reward organisations who have contributed to the development and deployment of innovative IT systems that improve business operations or enhance public services. With tough competition, Retail Assist has made the prestigious UK IT Awards shortlist, alongside 9 other IT services and solutions providers. You can view the full shortlist here. Retail Assist provides IT services and solutions to retail and hospitality operators, 24 x 7, across 8500 global locations, and in 10 languages. You can find out more in our latest IT Managed Services video below, featuring our customers Vue cinemas and Mint Velvet. Next steps in the awards process include a Judging Day, where Retail Assist is invited to present its award entry to the panel. Winners will then be announced at an Awards ceremony in London on 15th November. You can follow the conversation on Twitter using #UKITAwards. Fingers crossed!…
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IT Help Desk
  • 18 Apr 2016
SDI Awards Winner’s Blog
If you haven’t yet seen our latest news, we’re pleased to announce that we’re the proud Winners of ‘Best Managed Service Desk’ at the Service Desk Institute (SDI)’s Annual IT Service and Support Awards! As you can see from the image above, we were pretty happy to receive our Award on stage, alongside judges and members of the SDI. The Awards evening was a fantastic night enjoyed by all. Here’s us looking slightly more composed for our professional photograph! The Awards Journey: From Finalists to Winners. Last year, we entered the SDI Awards for the first time, and were so proud to make it through to the Final 3. This year, we wanted to come back bigger and better, demonstrating how our investment in the Help Desk had developed the service provided to our customers. Behind the glitz of the Award night, it was a tough process. We started out with a written application, detailing how we embrace best practice processes to raise the quality of service delivery, how we engage with our customers to create an inspiring and engaging service experience, how we have empowered and invested in the team to be inspired, take action and be better together, and how we shine by demonstrating and delivering exceptional business value. After being successfully shortlisted, we were then invited to an interview session (known as “Judges’ Houses”!) with the SDI’s Director of Professional Services, David Wright, SDI Industry Analyst, Oliver O’Donoghue, and ITSM Consultant and CEO of ITSMF UK, Barclay Rae. After this, and gaining a spot in the Final 3, a final presentation and site visit by Oliver and Barclay took place in March. As an SDI Finalist, perhaps the most fun part of the process was then making our Help Desk video for the Awards night! Presenting, Help Desk Baby….     You can view the video on our YouTube channel here. As a forward thinking business, invested in the quality of our service delivery, we would highly recommend entering the SDI Awards. The awards process really helped us to identify our key areas for development, part of our continuous improvement process that is embedded in our team’s DNA. As well as complementing our improvement, the Awards have played a key part in our Help Desk culture, providing the team with a huge boost. The Award is a well-deserved recognition for their work in supporting the leading UK retail and hospitality businesses worldwide. It’s Our People at Retail Assist’s Help Desk that really make the difference. The team works 24×7, speaking 8 different languages, delivering specialist technical support to retail and hospitality IT systems across the globe. Not only this, but as “the voice at the end of the phone”, customers appreciate speaking with someone who truly understands the impact of trading disruption, and communicates honestly with a goal to always have the customer smiling by the end of the call. Well done again to the team, and a big thank you to everyone at the SDI who…
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  • 7 Apr 2014
Shortlisted for ‘Project of the Year’ with Nutmeg at Morrisons
Entering and winning awards is really important to us.  It demonstrates the vast achievements of the teams involved in our projects, and showcases the work that we have carried out with our customers.  It demonstrates our passion for what we do, and recognises that we are delivering operational improvements, providing competitive advantage and cost efficiencies for our customers.  This is why we are delighted to announce that we have been shortlisted  for ‘Project of the Year’ at the Retail Week Technology Awards for our work with Morrisons clothing range Nutmeg. This project enabled Morrisons to bring it’s own branded clothing line to market, from concept to launch with entire systems and infrastructure live in just 6 months.  Morrisons had a strategic view to develop a home-grown clothing line in 2013, so launched ‘Nutmeg’ as a clothing brand for the family, with initial launch of the childrenswear range. We were chosen with our supply chain solution ‘Merret’ as the ideal partner based on our unique experience in this area. Nutmeg chose the Merret application for scalability and omnichannel retailing functionality, in addition to managed IT services from us to host the IT infrastructure for the operation to support the entire user base. Merret is our omnichannel supply chain solution that covers all aspects of stock control, retail supply and business information through it’s single stock pool management. It offers retailers scalability enabling the technology to grow with the needs and size of the retail operation. The first phase of the project was to launch the childrenswear range in Morrisons stores on 21st March 2013, which was to quickly rise to several hundred stores within a year.  The achievements within this project have exceeded all original expectations. We find out whether we have been successful on June 11th, 2014, at the Hilton Hotel, Park Lane, London.  Fingers crossed everyone! If you want to know more about this project, please get in touch on 0115 853 3910, or enquiries@retail-assist.co.uk.…
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