IT services and solutions for retail and hospitality


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 info@retail-assist.co.uk.…
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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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Smythson Selects Retail Assist for IT Support
  • 25 Feb 2019
Smythson Selects Retail Assist For IT Support
Retail Assist is delighted to welcome luxury leather goods retailer, Smythson, as a new client. Smythson are now benefiting from first-line out-of-hours IT support to their corporate users, including head office staff and those based at their distribution centre, and also across their global store estate. Through consultation with the client, Retail Assist were able to tailor a solution to meet the specific needs of Smythson. Eoin O’Connell, Head of IT at Smythson, explains: “Retail Assist does what it says on the tin. Its core strength is that retail is its area of expertise: Retail Assist understands retail. As part of the tendering process, we spoke to their other customers and found that their relationship was built on a long-term rapport, which was fundamental in our decision to work with Retail Assist.” Eoin adds: “We needed a hands-on approach and I’ve been impressed with the support and engagement. They know about our business.” Whilst providing first-line IT support, Retail Assist also delivers desktop and store system support. Retail Assist offers managed services and solutions to a range of retail and hospitality clients, including their award-winning, multi-lingual IT Help Desk, which operates around the clock with support available 24 hours a day, 365 days a year. Dan Smith, Retail Assist’s CEO, says: “We’re thrilled to partner with Smythson, helping to support their brand, which is rich in heritage and with a reputation for luxury. We look forward to underpinning their IT support as they continue their growth and future business aspirations.” If you would like to find out more about how we can provide your business with IT support, click here or email marketing@retail-assist.co.uk. Alternatively, if you’d like to read more about our other retail and hospitality customers, click here to request a case study.…
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10 Jobs Retail Assist
  • 20 Nov 2018
Top Ten! Retail Assist Needs You
Ten new jobs are up for grabs at our award-winning IT company Here at Retail Assist, we are excited to announce that we have ten new job vacancies available at our Nottingham Head Office. Following a period of significant growth, we are looking to hire people with previous retail and hospitality experience. Our company delivers support to some of the biggest names in retail and hospitality, including ASOS, Harvey Nichols, Ted Baker, Mint Velvet, Pizza Hut Restaurants, Vue Cinemas, and many more. Head of People, Rae Hayward, said: “It’s been an amazing year and now we have some fantastic opportunities. We have roles for ten new call analysts to join our award-winning Help Desk, which creates opportunities in the IT sector for those with retail store experience. It’s a brilliant opening for people wanting to expand their careers.” She continued: “At Retail Assist, helping our customer’s customer is at the heart of everything we do. We want to hear from people who understand great customer service and who are committed to delivering it.” Having won accolades such as ‘Services Company of the Year 2017’ at the UK IT Industry Awards and ‘Best Managed Service Desk 2016’ at the Service Desk Institute’s (SDI) Annual IT Service and Support Awards, two Retail Assist colleagues were also finalists for the Nottingham Post Women in Business Awards 2018. Alex Broxson, Head of Marketing, was a finalist for the Digital Ambassador award, and Chantice Sullivan was a finalist for the Apprentice of the Year award. Rae said: “The culture at Retail Assist is exciting, fast-paced and inclusive. As well as numerous award wins, we boast an impressive customer base and a vibrant team atmosphere. “This year, we have also introduced a new structure for pay progression plans and a Training and Development Manager to really bring our training to life. We want to invest in our colleagues and to open the door for fulfilling careers within the company.” In 2017, Retail Assist received multi-million pound private equity backing. Since then, we have expanded our internal structure and invested in our teams in order to drive focus and growth with its famous high street customers. As well as our open plan 5th and 6th floor Head Office overlooking Nottingham’s skyline, we also have offices based in Central London, Northampton and Oxford. If you want to work for a fast moving company who support global leading edge technologies in retail and hospitality, and who provide opportunities to learn, grow and progress please get in touch via careers@retail-assist.co.uk or visit our careers page here.…
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BCS UK IT Industry Awards Finalist 2018
  • 21 Aug 2018
Finalists for BCS UK IT Industry Awards 2018
We are very proud to announce that Retail Assist has been shortlisted for the BCS UK IT Industry Awards 2018, in the category of ‘Services Company of the Year’. 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. The BCS UK IT Industry Awards recognise the 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.We would like to thank everyone at Retail Assist for their hard work and efforts in delivering exceptional Managed Services to leading international retail and hospitality brands. Last year, Retail Assist took home the trophy as winner of this category and we were also voted ‘Best Managed Service Desk’ in 2016 by the Service Desk Institute. These awards are a testament to our teams of their continued dedication and diligence. This year we have acquired a staggering total of 9 new clients, including major retailers Ted Baker and Seasalt, taking our number of brands supported to 45. With more Help Desk users, we now support 800+ more sites worldwide in 12 languages. You can find out more about our achievements this year so far in our video. We look forward to the next stages of the awards which include a judging day in September, followed by the final Awards ceremony on Wednesday 14th November at Battersea Park Events Arena in London.…
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Seasalt partner with Retail Assist
  • 6 Aug 2018
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 2018
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 2018
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 2018
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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