IT services and solutions for retail and hospitality


  • 19 Mar 2020
COVID-19: Our Plan
At this unsettled time, we wanted to update you on the actions Retail Assist has already taken to respond to the impact of the Coronavirus outbreak. At Retail Assist, we are proud to have a strong “do the right thing” ethos, strengthened by the diversity of our teams. Alongside working together with our clients and other service providers to deliver services and solutions that meet the distinctive needs of the markets we operate in, we are focused on achieving resolutions that deliver the right result, rather than just ticking a box on the SLA. With this in mind, we have initiated our business continuity procedures to enable homeworking, where possible, for most of our team members: we are able to trade as normal and it is very much business as usual. As ever, the health and wellbeing of our staff is our priority and we shall be observing government advice in terms of health, safety and environment. Retail Assist is currently minimising, where possible, face-to-face contact within the business and with our clients and partners in order to maintain the highest availability of team members, in order to reduce the opportunity for the virus to spread. However, we have always placed our customers at the centre of all of our business decisions and this time is no different. Whilst you shouldn’t notice any difference, we ask you for your patience and support if you find that our measured response provides a slightly different experience than usual. Please bear with us as we navigate these uncertain waters together. At this concerning time, our thoughts are with those who have been personally affected by the COVID-19 pandemic. We hope that you, your loved ones and colleagues stay healthy during this outbreak. We all look forward to the future when we are able to return to a more normal situation. Thank you, Dan   Dan Smith, CEO…
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  • 13 Jan 2020
Retail Assist’s Marketing Team Are Finalists for the CIM’s ‘Marketing Team of the Year’!
We are delighted to announce that we are finalists for the CIM Marketing Excellence Awards in the category of ‘Marketing Team of The Year’! The Chartered Institute of Marketing (CIM) is the world’s leading professional body for marketing, with over 30,000 members worldwide. This award recognises the marketing team that has been instrumental to the success of their organisation through measurable results and a collaborative and strategic approach to marketing. Chris Daly, chief executive of CIM, said: “We have seen many outstanding entries this year, and the breadth of entries clearly demonstrates our profession’s hard work over the past 12 months. For over a decade, our Marketing Excellence Awards have recognised the industry’s achievements and high achievers, but, this year, picking a shortlist has proved harder than ever. “I would like to offer my congratulations to all those who have been shortlisted; they represent the very best in the UK’s marketing talent.” It’s a huge honour to get to this stage and, as ever, a reflection not just of our immediate marketing team but of the wider Retail Assist team as a whole. Alex Broxson, Head of Marketing, said: “We’re up against companies such as Hello Fresh and Birdseye, so we’re already delighted to be on the list! I’m so lucky to work with such a brilliant team, and I’m very proud of the results we have achieved. Go Marketeam!” The winners will be announced at the award ceremony in London on 2nd April. Fingers crossed!…
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Retail Assist Welcomes Cosmetics Powerhouse, Morphe
  • 7 Nov 2019
Retail Assist Welcomes Cosmetics Powerhouse, Morphe
We are delighted to announce our latest client partnership: international beauty brand, Morphe. Retail Assist delivers first-line Help Desk support to Morphe’s stores across both the United Kingdom and North America, with support soon rolling out to their newly-launched stores in Australia. Acting as a single point of contact for all IT-related issues, our award-winning Help Desk is on hand to prevent and support any in-store issues that Morphe might encounter, reducing till downtime and supporting the best in-store customer experience. Tahir Kara, Senior IT Project Manager at Morphe, said: “We chose Retail Assist based on the great feedback from their existing customers and the family type ethos that they embrace resonates completely with Morphe! After meeting the team and hearing of their long-standing relationships with customers, we were very happy to find a partner who will support us through our expansion plans and work closely with us to improve the in-store experience we provide to our customers.” Founded by brother and sister duo, Linda and Chris Tawil, Morphe has developed an ever-growing, loyal fan-following, delivering professional quality makeup and artistry tools at accessible prices. Thanks to their expertise in the retail sector, our store systems team have been co-ordinating the IT set-up of Morphe’s new UK stores, including Liverpool and Nottingham. Furthermore, Morphe will benefit from Retail Assist’s 24 x 7 support, so that help is on hand no matter what time, day of the week, or even time zone. Dan Smith, Retail Assist’s Chief Executive Officer, said: “Retail Assist is here to offer global IT support to Morphe’s expanding store estate, helping their store teams to provide a superior customer experience. We are looking forward to supporting Morphe’s technology and infrastructure as the brand continues to expand its omnichannel offering and global growth.” Retail Assist recently received the ‘Best CX (Customer Experience) Award 2019’ at the Service Desk Institute’s IT Service & Support Awards as national recognition for the quality of their on-going provision and dedication to their customers.…
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East Midlands Leadership Awards
  • 11 Sep 2019
Empowering Our Help Desk’s Potential: Tina Hand is a Finalist at the East Midlands Leadership Awards
We’re very proud to announce that Tina Hand, Head of Systems Support, is a finalist at the East Midlands Leadership Awards, hosted by In the category of ‘Empowering Potential Leader’, Tina was highlighted  for her innovative strategy, implementation of new levels of quality control for our customers and also a new pay progression scheme for our Help Desk team members. Alongside this, she has also been praised by co-workers for always having the time to listen, being unwaveringly supportive and incredibly dedicated to both her role and to her colleagues. Since joining in February 2018, Tina has guided our Help Desk team to successfully on-board 13 new clients with global presence  and has also re-developed the structure to create new roles within our Help Desk team; this not only allowed for better progression opportunities, but also provides a smoother and more responsive experience for the customer. Sam Metcalf, Midlands editor at, said: “The East Midlands is home to some of the UK’s best business leaders – and this was reflected in the strength of the entries we received.” The winners in each category will be announced at the awards dinner taking place on November 6th at the Crowne Plaza Hotel, Nottingham. The news follows an impressive year for Retail Assist, who were recently announced as finalists for ‘Services Company of the Year’ at the BCS UK IT Industry Awards 2019, and who were also winners of ‘Best Service Desk CX (Customer Experience)’ at the SDI’s 2019 IT Service & Support Awards and winners of the ‘Sales and Marketing Award’ at the Nottingham Post Business Awards 2019.…
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BCS UK IT Awards 2019
  • 6 Sep 2019
Retail Assist is a finalist for the BCS UK IT Industry Awards!
We’re delighted to announce that Retail Assist is a finalist for the BCS UK IT Industry Awards for ‘Services Company of the Year’. With robust competition, Retail Assist has made the impressive UK IT Awards finalists shortlist, alongside nine other IT services and solutions providers. Finalists for ‘Services Company of the Year’ are recognised for excellence in the provision of IT systems. You can view the full shortlist here. The news comes as a reflection of everyone’s hard work and of the wider Retail Assist team as a whole, and we would like to thank everyone for all of their efforts in ensuring our customers continue to receive outstanding customer service. The BCS UK IT Industry Awards recognise the organisations that have demonstrated excellence in the IT industry during the past 12 months. Last year, Retail Assist was also a finalist and, in 2017, took home the trophy as winner of this category. The news follows an impressive year for Retail Assist, who were also winners of ‘Best Service Desk CX (Customer Experience)’ at the SDI’s 2019 IT Service & Support Awards and winners of the ‘Sales and Marketing Award’ at the Nottingham Post Business Awards 2019. We look forward to the next stages of the awards, including a judging day in September, followed by the final awards ceremony on Wednesday 13th November at Battersea Evolution in London.…
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Hobbycraft Celebrates Renewed Contract with Retail Assist
  • 4 Jul 2019
Craft Work: Hobbycraft Celebrates Renewed Contract with Retail Assist
We are delighted to announce that Hobbycraft, the largest arts and crafts retailer in the UK, has continued to develop its relationship with Retail Assist through a further extension of its IT Help Desk support. Having supported Hobbycraft since 2012, we provide a comprehensive IT Help Desk service; with 94 stores nationwide, Retail Assist acts as the first point of contact when stores encounter IT issues, helping to drive incident volumes down and minimise disruption to critical business operations. With Retail Assist also providing Head Office and Data Centre support, Hobbycraft has extended their contract until July 2021. Our award-winning Help Desk operates 24 hours a day, 365 days a year. With over seven languages spoken across the desk, our services ensure that critical issues are addressed whenever Hobbycraft needs to call for IT support. Matt Louth, IT Director at Hobbycraft, says: “We value that Retail Assist offers a single point for our store teams to log and resolve calls, whilst also offering the flexibility to evolve as our business expands. These combined factors make them an ideal provider to partner with and I look forward to continuing our successful relationship together.” Having 20 years of experience within the retail industry, our expert knowledge of the IT systems used by Hobbycraft also delivers flexibility to ensure future enhancements and service options are met as their business expands. Dan Smith, Chief Executive Officer at Retail Assist, concludes: “We are delighted to be working with Hobbycraft and continuing to develop our relationship further. Hobbycraft is a market leader: a successful, innovative business with an exciting future. This contract renewal is a testament not only to the quality of our services, but also to the strength of our ongoing relationship.”…
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Now We Are 20! Retail Assist Celebrates a Double Decade
  • 20 Jun 2019
Now We Are 20! Retail Assist Celebrates a Double Decade
This week, Retail Assist is very happy to celebrate turning 20! Having begun in June 1999, we have grown from a handful of team members serving just one client from an office in Bingham, Nottinghamshire, to 250 colleagues in multi-location offices across the UK, providing global scale support. We set out to provide Managed IT Services to retailers. From our initial support provided to Adams Childrenswear, our company rapidly gained an impressive client list in which we could name both Harvey Nichols and Whistles amongst our brands supported. We expanded our offering to provide software solutions to manage and centralise stock for retailers, and manage the data exchange between retailers and their trading partners, globally. At the same time, we extended our services to the hospitality sector, winning clients such as Vue Cinemas and Pizza Hut Restaurants, providing them with IT Help Desk support. Click here to watch the video on YouTube Winning multiple industry and global awards along the way, Retail Assist has grown significantly over the last 20 years and we have continued our growth trajectory. With investment gained in 2017 from the Foresight Group, we have continued to grow and have welcomed 18 new client brands, developed further software for the digital growth of retail, been shortlisted for 11 awards over the last two years, and have seen our turnover continue to grow, which is key to enabling investment in new solutions and services – something which is of prime importance to our team. Over the years, we have supported many of our clients through the challenges of the retail industry and have supported them to expand internationally, with 53% of our Help Desk analysts now multilingual, as well as being listed as the global winner of Best Service Desk CX Award at the Service Desk Institute Awards. Whilst we see long-term customers like Oasis, Warehouse, Karen Millen, Coast, Harvey Nichols and Paperchase continue their partnership with us, we have also seen new brands such as Ted Baker and Seasalt join our list of brands supported. We’ve come a long way since our initial support providing managed IT Services to just one brand, to now providing services or software solutions to 49 brands and counting. Celebrating with cake, balloons and a bottle of prosecco for every team member, colleagues had an opportunity to reflect on old photos and share memories. Chief Executive Officer, Dan Smith, says: “We come from many backgrounds, have many different skills and levels of experience, but we all know that when we step into the work environment of Retail Assist, we are working with colleagues who will go out of their way to help us to be successful in delivering great services and solutions to our clients. Reaching this milestone is testament to our team’s commitment and drive and I look forward to what the following decades will bring.”…
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Retail Assist Celebrates Continued Partnership with Harvey Nichols
  • 24 May 2019
“Retail Assist Understand the Retail Market”: Retail Assist Celebrates Continued Partnership with Harvey Nichols
Retail Assist are delighted to announce that Harvey Nichols are extending their long-standing working relationship. The contract renewal builds upon an existing relationship with Harvey Nichols, which began in 2004, and sees the partnership develop for another three years. Using Merret, Retail Assist’s award-winning omnichannel supply chain solution, Harvey Nichols will utilise 2nd line support, as well as 3rd line maintenance support. Retail Assist will also provide technical services that support Merret’s infrastructure whilst working in collaboration with a 3rd party service partner. Helping customers to shop the brand and not just the channel, Merret is designed and developed for the demands of modern retail as a complete end-to-end software solution. With a central stock pool and single view of stock, Merret helps retailers to improve full-price sales performance, increase profits and provide the best possible customer experience. Richard Steward, Chief Information Officer at Harvey Nichols, commented on the contract extension: “We are very pleased that we have renewed our partnership with Retail Assist, who provide a vital capability for Harvey Nichols to enable us to serve our customers. “Retail Assist understand the retail market and so having a clear support and development service in place with them strengthens our customer service proposition.” Dan Smith, Chief Executive Officer at Retail Assist, concluded: “We are delighted to continue our working relationship with Harvey Nichols. After working together for 15 years, it’s a testimony to the confidence they have in us to help fulfil their omnichannel operations, as well as in our team and our products.” Retail Assist recently won ‘Best Service Desk CX (Customer Experience) 2019’ and were also finalists for ‘Best Small Enterprise Managed Service Provider’ at the SDI IT Service & Support Awards 2019, as international recognition for the quality of their managed IT services. If you’d like to hear more about how our technical services teams can support your business, click here or email…
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Nottingham Post Business Awards 2019
  • 23 May 2019
For the Win! Retail Assist Win the ‘Sales and Marketing Award’ at the Nottingham Post Business Awards 2019
We are very proud to announce that Retail Assist have won the Sales and Marketing Award at this year’s Nottingham Post Business Awards. Held on the 22nd May 2019 at the East Midlands Conference Centre, hundreds of people gathered to celebrate the best Nottingham companies and their individual successes over the last year. This year, we were thrilled to win the Sales and Marketing Award and to be a finalist for the Customer Service Excellence Award. Sponsors for each category were responsible for choosing three finalists, with one overall winner. The Sales and Marketing Award was sponsored by Stirland Paterson and the judges praised our ‘impressive results, thanks to (Retail Assist’s) dynamic and forward-thinking strategies’. Alex Broxson, Head of Marketing said: “We are absolutely delighted with the award win. The Sales and Marketing team has continued its progression and seen a fantastic year of growth. We have brought in 18 new clients over the last 18 months, had a substantial increase in PR, website visitors and lead generation. Everything we do is geared towards business growth, so it’s great to see that coming to fruition and win the award which recognises the hard work and effort that goes into everything that we do”. Announcing the winner, Group HR Director, Julia Stirland, said: “This is our fourth year of sponsoring the Sales and Marketing Award. Every year, the entries have got better and better, making our job very difficult to pick a winner. But this year’s very worthy winner is Retail Assist.” Renato Pastorino, Chief Commercial Officer, said: “I’m immensely proud of the team for the achievements and results they have generated for the business, and that this has been recognised by winning the award. We are continuing to grow and bring in some impressive client brands. Sales and Marketing is very much one team for us and this is demonstrated by the connectedness of campaigns, our approach and resulting new business that is generated by the team. Well done to the team and everyone who was shortlisted at the awards.” Along with this, we were also finalists for the hotly contended Customer Service Excellence Award, a new category implemented this year. With an overwhelming number of businesses who had applied, we were delighted to have reached the final three as testament to the consistent levels of customer service that our teams deliver every day.…
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SDI Best Service Desk CX 2019 - Retail Assist
  • 27 Mar 2019
We’re Your Number One! Retail Assist Wins at the Service Desk Institute Awards 2019
Retail Assist is delighted to announce that we’ve won the globally recognised ‘Best Service Desk CX 2019’ award at the Service Desk Institute’s (SDI) Annual IT Service and Support Awards. Held on Tuesday 26th March 2019, the SDI’s annual awards identify the excellence of outstanding service desk teams and individuals, and celebrates their success. Having won Best Managed Service Desk in 2016, Retail Assist was keen to re-enter with a host of innovations to its service desk provision. Priding ourselves on the excellent provision we offer our customers, we entered Best Service Desk CX (Customer Experience) 2019, an award which highlights the amazing work upheld by our service desk team every day. 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 the variety of our Managed Services. It was a wonderful evening and Retail Assist had representatives from across various parts of the business to enjoy the exciting gala dinner event at the Birmingham Hilton Metropole last night. The Service Desk Institute looks for excellence, professionalism and innovation in the service desk industry, with entries from across the IT support sector. Dan Smith, CEO of Retail Assist, commented on the achievement: “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 of the leading retail and hospitality brands. This is a wonderful achievement which celebrates our team and gives them the recognition their hard work and dedication deserves.”…
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