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IT services and solutions for retail and hospitality

INDUSTRY INSIGHTS

Seasalt partner with Retail Assist
  • 6 Aug

Seasalt launches new IT support partnership with Retail Assist

SEASALT GOES LIVE WITH RETAIL ASSIST’S IT HELP DESK August 2018: Cornish womenswear retailer, Seasalt, has partnered with Retail Assist for IT support. Retail Assist provides IT support for 54 Seasalt shops, its distribution centre, and design studios, including Help Desk, Remote Desktop Support, On-Site Desktop & Technical Support, Remote Technical Services and Operations Support. Retail Assist also manages third party hardware maintenance. With 54 shops across the UK, Seasalt required a service provider that could offer nationwide onsite support, with flexibility to deliver future enhancements and service options as the business expands. With 24 x 7 availability, Retail Assist acts as a single point of contact for all of Seasalt’s IT requirements. Retail Assist’s expert knowledge of the retail systems used by Seasalt further inspired confidence in the service transition. Adam Cotgreave, Business Systems Director at Seasalt, explains, “In Retail Assist, we saw a dependable support partner for our current IT network, that can add further value through proactive recommendations to support Seasalt’s future business strategy. “Culture was another important concern for Seasalt, and Retail Assist is a brilliant fit – acting as an extension of our internal teams, and working in partnership with other suppliers to deliver expert end-to-end support.” Dan Smith, CEO of Retail Assist, commented on the new relationship: “We’re delighted to partner with Seasalt to help fulfil their growth strategy. The flexibility of Retail Assist’s service offering to meet current and future requirements, along with the benefit of proactive incident reduction, will truly optimise the cost of Seasalt’s IT.” Retail Assist, which employs 220 staff and has a £15m turnover, works with over 45 high-profile retail and hospitality brands including ASOS, Karen Millen, Vue Cinemas and Pizza Hut. The business was recently named Services Company of the Year at the BCS UK IT Industry Awards, as national recognition for the quality of its managed IT services. Want to know more about our Help Desk Services? Send an enquiry here.…
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Ted Baker
  • 2 Jul

Ted Baker chooses Retail Assist for European IT Help Desk support

TED BAKER GOES LIVE WITH RETAIL ASSIST’S IT HELP DESK Ted Baker, the global lifestyle brand, is the latest retailer to partner with Retail Assist for IT Help Desk support. Retail Assist provides first-line IT services for 165 Ted Baker stores across the UK and Europe, as a single point of contact for all IT related issues 7 days a week. Improved out-of-hours service provision to all store formats, from the High Street to airports, is supporting Ted Baker’s store teams to provide a superior customer experience with increased systems uptime. Thanks to their expertise in the retail sector and tried-and-tested process, Retail Assist completed a smooth service transition in just 5 weeks. Furthermore, Ted Baker will benefit from a team of multilingual analysts, able to handle IT issues more effectively in the caller’s native language. Stuart Carrison, Head of IT at Ted Baker, explains: “To sustain reliable and robust IT throughout our retail stores, we needed to enhance the IT support services our EMEA operation receives. Throughout the tendering and migration process, which involved our incumbent as well as several similar organisations in the industry, Retail Assist proved dependable and efficient, and offered the best solutions to ensure our IT only enhances our in-store client experience.” Dan Smith, CEO of Retail Assist, commented on the new relationship. “We are looking forward to supporting Ted Baker’s technology and infrastructure, as the brand continues to post strong omnichannel performance.” Retail Assist was recently named ‘Services Company of the Year’ at the UK IT Industry Awards, as national recognition for the quality of its managed IT services. Want to know more about our Managed Services? Send an enquiry here.…
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Retail Assist 2018
  • 11 May

Retail Assist Investment: 1 Year On

Retail Assist 2018 Update 1 Year On: from investment to today It’s been one year since we received multi-million pound private equity backing from Foresight Group and RBS. In our video below, watch how Retail Assist has developed in what has been a milestone year for the business. Firstly, Retail Assist has adapted its structure and invested in our team to match our focus on our customers. Our new Solutions Director, Paul Harvey, has worked within Retail Assist’s Solutions team for 10 years, and will focus on innovating our software portfolio, including Merret. Kevin Greathead is our new Partnerships Director. Former Head of Project Services at Retail Assist for 17 years, Kevin now works closely with leading retail technology businesses to bring our customers innovative and exciting offerings. Retail Assist has contracted with 9 new retail brands in the last year, taking our number of brands supported to 45. With more Help Desk users, we now support 800+ more sites worldwide. Our Business Development team has doubled as we have grown the business, as well as the Client Services team. With more Account Managers, we have more time to fully engage with our customers to fulfil their new requirements. We have invested in our services, with new Remote Desktop Support, as well as 12 European languages now offered on our multilingual Help Desk. Lastly, we have increased investment into our tools and training programmes; because the best tools help us to provide a better quality service, and the best people make for happier customers! Thank you for your continued support in 2017/18, and watch this space for new developments coming later this year.   If you’d like to speak to a member of our team about your retail technology or support requirements please contact Head Office on 0115 904 2777 or email marketing@retail-assist.co.uk…
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IT Help Desk services
  • 7 Feb

Pizza Hut Restaurants fulfils 2020 vision with Retail Assist

Pizza Hut Restaurants signs 3 year contract extension with Retail Assist for 24×7 IT support services across its UK restaurant estate Pizza Hut Restaurants, one of the UK’s largest pizza chains, has marked four years of successfully receiving managed IT services from Retail Assist by extending the support partnership until 2020.   Under their five year technology vision, Pizza Hut Restaurants has innovated its IT operations. New menus, store re-images and an emphasis on digital customer experience has generated an entirely new dining atmosphere. Working behind the refresh, technology has proven to be the greatest enabler of improvement, supporting restaurant team members to provide first class customer service up and down the country. Business challenge and technology vision Due to the change in strategy, Pizza Hut Restaurants’ support services required streamlining, both to reflect an increased reliance on IT and optimise cost-effectiveness. Retail Assist has supported Pizza Hut Restaurants since 2013, as a single point of contact across the business for everything IT related. Retail Assist’s first and second-line Help Desk teams proactively manage all elements of IT support for 8,000 Pizza Hut Restaurants employees working across 260+ restaurants, with 24 x 7 availability. Bill Parker, Service Delivery Manager at Pizza Hut Restaurants UK, commented on the contract extension: “Our relationship with Retail Assist continues to strengthen. With proactive incident reduction, and trend analysis of root causes, in Retail Assist we have a dependable support partner that truly understands the business impact of IT downtime on Pizza Hut Restaurants operations, and works hard to ensure that we always receive exceptional service to our Huts.” Retail Assist delivers significant business value As an example of the value added to Pizza Hut Restaurants’ business operations, within two months of transitioning IT support to Retail Assist, the number of incidents was reduced by 30% whilst delivering a first line-fix greater than 90%. With a higher first-line fix and incident reduction, ‘talk-time’ was further reduced by almost 300 hours. As restaurant staff spend less time on the phone, Retail Assist has enabled Pizza Hut Restaurants to focus on providing the best possible guest experience. In this way, Retail Assist has played a pivotal role as Pizza Hut Restaurants’ IT has moved from what Keith Frimley, IT Director at Pizza Hut Restaurants UK, describes as “firefighters to trusted operators”. “Ultimately, we are running IT as a business. IT in restaurants should be like turning your lights on, a given that it will work, like electricity. We view our suppliers as an extension of our IT team, and are looking forward to extending our partnership with Retail Assist.” Supporting new technologies, Retail Assist’s teams have further enabled the wider roll-out of new ordering and point-of-sale technology in Pizza Hut Restaurants during their extensive refurbishment programme. Dan Smith, Chief Executive Officer at Retail Assist, concludes: “We are proud to continue supporting Pizza Hut Restaurants’ IT strategy: providing business leadership in technology to enhance their operational capabilities.” Retail Assist recently won ‘Services Company of the Year’ at the BCS…
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product information management system
  • 5 Feb

Whitepaper: Product Information Management

Is your Product Information Management System fit for purpose in today’s dynamic retailing environment? With more products, faster creation, and more channels, the importance of Product Information Management to retailers has rocketed. In our latest whitepaper for retail leaders, learn: Why product information accuracy is the key to retail success; How to shorten product lifecycles to remain competitive in a fast-fashion environment; Why channel partner expansion should not cause an operational headache; Why confidence in your product information is central to omnichannel retailing; Best practice for PIM and much more. It comes as no surprise that retailers with the shortest supply chain lead times experience up to 30% greater sales growth.  TO READ THE FULL WHITEPAPER, SIMPLY ENTER YOUR DETAILS BELOW TO DOWNLOAD THE FREE PDF: Get the Whitepaper  …
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  • 20 Dec

Retail Assist launches partnership with Mercaux

Retail Assist announces partnership with Mercaux to enable the digital in-store experience Retail Assist, the UK technology business whose IT software and support are used by leading brands in retail and hospitality, has partnered with Mercaux. The in-store technology company enables retailers to transform their in-store shopping experience by bringing the benefits of digital into physical stores. Mercaux, which supports the likes of United Colors of Benetton, L.K. Bennett and French Connection, offers a mobile platform that unifies a retailer’s online and in-store sales experience and empowers store associates to deliver an exceptional omnichannel customer journey. The in-store platform is supported by Machine Learning and empowers retailers to control their digital content, communicate with stores, and gather in-store analytics. L.K. Bennett launched the Mercaux app earlier this year across a number of London stores, helping store associates to increase basket size and provide optimised customer service. The relationship comes after Retail Assist gained multi-million pound private equity backing earlier this year; strategic partnerships will leverage further opportunities for business growth. Olga Kotsur, Co-founder and CEO of Mercaux, said: “Mercaux’s digital applications enable retailers to harness the power of digital in their stores, using them as an enablement tool to realize omnichannel capabilities. We were impressed with Retail Assist’s strong market credentials in the fashion retail sector, and our new partnership adds real value to their omnichannel proposition.” Dan Smith, CEO of Retail Assist, commented on the partnership: “Partnering with likeminded innovative technology businesses such as Mercaux provides us with the opportunity to penetrate the market further, with a new generation of technology for true omnichannel retailing.” “Current strategies such as ship-from-store are already helping our customers increase sales by 20%, and further improvements to stock visibility offers retailers the potential for even greater profitability.”   Find out more about Mercaux here. If you’re attending NRF in January, join us for a demo at Mercaux’s stand: just fill out your details here to schedule a meeting.…
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Global Help Desk
  • 29 Nov

 Jigsaw chooses Retail Assist for global store support

Jigsaw goes live with Retail Assist’s Help Desk Jigsaw, the luxury British fashion retailer, is the latest brand to go live with Retail Assist’s IT Help Desk. Retail Assist provides first-line IT support for 95 Jigsaw stores, in the UK, Ireland, US and Australia. With 24 x 7 availability, Retail Assist is a single point of contact for all IT related issues 7 days a week, as an extension of Jigsaw’s internal IT team. Improved out of hours service provision is helping Jigsaw store staff to provide a better experience to customers with increased systems uptime. Thanks to their expertise in the retail sector and strong technical knowledge, Retail Assist completed a full Help Desk service transition in just 9 weeks, ahead of the brand’s peak trading period as specified in the project brief. “Previously, it was a challenge to cover evenings and weekends efficiently and cost-effectively using our own team, as well as our overseas locations, so we looked at options for better scalability as we grow”, explains Paul Owers, IT Director at Jigsaw. “With the benefit of extended first line support from Retail Assist to take care of store IT around the clock, our internal team no longer needs to be ‘on call’ out of hours, and has improved their availability for business-as-usual duties. Retail Assist also has expert knowledge of the retail systems used by Jigsaw, which gave us confidence in their capabilities to support our global store estate.” Dan Smith, CEO of Retail Assist, commented on the new relationship. “We’re delighted to partner with Jigsaw as they lead the way in first-class omnichannel customer experience. Our optimised cost model for managed services is a compelling factor for retailers when they consider their IT support requirements.”       Want to know more about our Managed Services? Send an enquiry here.…
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UK IT Industry Awards
  • 16 Nov

Retail Assist Wins ‘Services Company of the Year’ at the BCS UK IT Industry Awards!

Retail Assist: ‘Services Company of the Year’ 2017 We are delighted to announce that Retail Assist has won the award for ‘Services Company of the Year’ in the category of Organisational Excellence at the BCS UK IT Industry Awards 2017. The BCS UK IT Industry Awards are a platform for the entire profession to celebrate best practice, innovation and excellence. L-R: Rhianne Poole, Marketing Executive; Jane Gibbons, Account Manager; Rob Beckett, Host. The star-studded Awards Evening was held at Battersea Events Arena in London, where Retail Assist received the Winner’s Award on stage in front of thousands of guests. Retail Assist was recognised specifically for their strong, longstanding customer relationships, as well as the exceptional quality of their Managed IT Services offering.  Retail Assist was shortlisted for the award by the Chartered Institute for IT (BCS) and Computing, in August 2017 alongside nine other businesses in the IT services and solutions industry.  Dan Smith, CEO of Retail Assist, commented: “We are extremely proud to have our excellent achievements recognised at the prestigious UK IT Industry Awards. Our team work above and beyond to deliver great IT services and solutions to our clients all over the world. This award provides great recognition for the entire team at Retail Assist and we are delighted to be named Services Company of the Year”. Paul Fletcher, Group Chief Executive Officer of BCS, The Chartered Institute for IT said: “Congratulations to all the winners and those who were highly commended in the UK IT Industry 2017 Awards. They perfectly demonstrate how the UK can and does make the most of its talent, recognising the highest levels of excellence across today’s IT sector. The standard of applications we received this year was outstanding, showcasing some of the brightest and best in our industry. The winners stood out as exceptional and inspiring, and should be very proud of their success.” Stuart Sumner, Editor of Computing, added: “Very well done to the winners and those who were highly commended on their achievements. The UK IT Industry Awards are rigorously judged and truly celebrate innovation and professionalism in IT today. To emerge as a winner or runner up is a major accomplishment.” Retail Assist’s latest 2017 award comes after being awarded ‘Best Managed Service Desk’ by the Service Desk Institute in 2016.…
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management apprenticeship
  • 17 Oct

Retail Assist launches Management Apprenticeship programme

Retail Assist, a technology business whose IT software and support are used by some of the biggest names in retail and hospitality, is gearing up for growth by launching a UK-first Management Apprenticeship programme. ‘Apprenticeship’ is a word that most would associate with those at the very beginning of their career journey. But for Retail Assist, an innovative take on a very traditional form of training and development is shaping the next generation of Management within the company. After securing significant private-equity backing earlier this year, Retail Assist will become one of the earliest UK organisations to launch a Management Apprenticeship Scheme, which is kicking off in November 2017. 13 members of staff across Retail Assist’s 6 sites were selected to undergo the proactive management training programme. They range across a diverse range of functions, including HR, Service Delivery, IT Support and App Development. Joanne Thompson, Help Desk Team Leader, is undergoing the Management Apprenticeship The Management Apprenticeship will equip the cohort with the necessary knowledge and practical experience to confidently progress their careers within the organisation, as well as qualifying with a Chartered Management Institute Level 3 Diploma in Principles of Management & Leadership. Retail Assist’s Management Apprenticeship programme is supported by Julian Woodall, who was appointed as HR Director at Retail Assist 18 months ago. As part of Retail Assist’s continuous innovation within its development offering, Julian will have ongoing responsibility for the cutting-edge programme. He explains, “Management is about making things happen: through our Management Apprenticeship programme, Retail Assist is equipping, enabling, and giving confidence to its managers to proactively drive growth at a time of great change for the organisation. “By supporting best practice in talent management, we’re ensuring that the right people with the right skills are developed in order to make a difference. Retail Assist want to be seen as pioneers influencing this workplace change. “In line with new governmental arrangements, the apprenticeships offer the potential to upskill our existing workforce whilst improving employee engagement and satisfaction.” The development programme will be managed by a local Midlands-based training provider, Leadership in Action Ltd. Sharon Montgomery, Managing Director at Leadership in Action, commented: “We’re delighted to support Retail Assist in developing their managers, by adopting the 70:20:10 principles of learning. Our philosophy is that learning only translates into positive behaviours that deliver results and achieve return on investment, when knowledge is continually applied in the workplace. “Our programme is designed to develop learning through 70% job-related experiences; 20% through interaction with others, and 10% of formal learning. Retail Assist truly recognise the value its people bring to the business and through this programme is equipping its managers with the skills to help them achieve.” In addition to classroom-based training and workplace assignments, the programme will promote collaborative projects and peer coaching across Retail Assist’s multiple sites, to reinforce the collective development of the managers whilst embedding the training at a practical level. Dan Smith, CEO of Retail Assist, concludes: “Our commitment to developing the skills…
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  • 4 Aug

Whitepaper: What is omnichannel retailing?

We’re excited to launch our latest whitepaper: what is omnichannel retailing? DOWNLOAD NOW. From the processes involved to the technology that underpins it, this whitepaper provides expert insight into omnichannel solutions, and the benefits that an omnichannel strategy can offer to retailers today. With 86% of retailers unhappy with their current omnichannel offer, we identify 5 key cultural and operational changes required to confidently fulfil customer demand anytime, anywhere, anyplace. To read the full whitepaper, simply enter your details below to download the free PDF. Name Email Company Get the Whitepaper What is omnichannel? Omnichannel retailing centres on the idea that a seamless shopping experience in physical stores, simultaneously with that of digital channel experiences, gives retailers a competitive edge over online-only retailers by leveraging their store assets. Our customers benefit from a single view of stock, a single view of the product, and a single view of the customer. Retailers with integrated front and back end operations are twice as likely to deliver double-digit growth. Read some our latest business success stories here. Merret is Retail Assist’s omnichannel supply chain solution for your entire global estate of stores and warehouses, including zonal pricing modules for optimising international operations, and user defined replenishment rules to ensure stock can be automatically and dynamically moved for maximum sales performance. Furthermore, integrated click-and-collect ability and rule-based fulfilment, including the ability to Ship-from-Store where suitable, utilise your entire inventory for greater profitability. Take a look at our What Is Omnichannel Retailing? video below:…
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