IT services and solutions for retail and hospitality

2016 News

IT Help Desk
  • 31 Mar 2016
Retail Assist gets a Slice of the Action with Pizza Hut
Pizza Hut Restaurants benefit from Retail Assist’s 24 x 7 IT support across UK-wide Dine-In Restaurants Pizza Hut Restaurants, one of the UK’s largest pizza chains, is marking two years of successfully receiving first and second line IT Help Desk support from Retail Assist, the award-winning IT services and solutions provider. The service benefits 8,000 employees working across 270 Pizza Hut Restaurants throughout the UK. Cover was originally aligned to the outlets’ standard trading hours, but once Retail Assist’s 24 x 7 x 365 Help Desk capabilities became apparent, Pizza Hut decided to extend the service to take full advantage of being able to call on IT support at any time, day or night. This is particularly relevant for Huts that trade late into the night to service orders from the website, and also for Restaurant Managers who wish to report less important issues once they have finished trading. Bill Parker, Service Delivery Manager at Pizza Hut Restaurants, commented:  “We were looking for a ‘one stop shop’ where our Huts could report and have resolved any IT related issues and queries that they experienced; a single point of contact where we could log all calls, who could then fix the issues where possible and manage through to resolution those calls which had to be dealt with by the internal Pizza Hut Restaurants IT team or escalated to 3rd parties. In the two years we’ve worked with Retail Assist, we’ve found them to be efficient and effective, which has resulted in us reaping the benefits of improved service to our operations and reduced disruption to customer service.” Keith Frimley, IT Director at Pizza Hut Restaurants added: “Retail Assist supports some of the UK’s largest and best-known retailers, which gave us confidence in their capabilities. They understand the importance of keeping systems fully operational and keeping staff at ease, whilst finding resolutions to the challenges they are facing. This is something which is as critical in hospitality as in retail.” Dan Smith, Chief Executive Officer at Retail Assist, concludes: “Our proactive approach aims both to reduce issues and to support our clients whenever they need us, being ‘the voice at the end of the phone’ within or outside of business hours.  We’re very proud of our relationship with Pizza Hut, and our unique hospitality service provision that benefits their many thousands of staff across the country.”…
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Customers - Morrisons Nutmeg - Retail Assist
  • 24 Mar 2016
Morrisons Nutmeg breaks into Top 20 UK fashion retailers
Big congratulations are in order for our customer, Morrisons, whose fashion brand, Nutmeg, has broken into the Top 20 UK fashion retailers for the first time. The brand has gained significant traction amongst consumers since its launch in 2013, recording more than 3.1 million transactions in the year to January 2016. Retail Assist’s relationship with Morrisons began three years ago, when the ‘Big 4’ grocery brand selected Retail Assist’s supply chain solution, Merret, to support the launch of Nutmeg. The range was rapidly launched in 100 Morrisons stores in March 2013, and now features in over 300 stores across the UK. Rolling out the Nutmeg line further, Morrisons now has aspirations for a Nutmeg range in every Morrisons store by the end of the year. In an interview with Retail Week earlier this week, Nutmeg category director Christine Bryce commented on the brand’s success: “Sales have increased 25% over the last 12 months, and there’s still room for growth as we aim for a presence in every supermarket before December. We’ll continue to work at raising awareness of Nutmeg and introducing even more customers to it by providing good quality and excellent value.” At the time of launching Nutmeg, the Commercial Director of Clothing, Tim Bettley, commented: “After rigorously reviewing the marketplace through a tender process, it became apparent to us that Merret has very strong credentials in supporting the development of multichannel fashion retailing. We needed to invest in a system that could provide an end-to-end solution in tight timescales. With the launch of Nutmeg fixed for March 2013 we required a provider who could deliver fast, and with Retail Assist we found this, based on their previous success with other leading retail brands.” Merret is also the supply chain system of choice for Morrisons’ existing range of essentials men’s and womenswear. By implementing Merret, Morrisons joined many of the UK’s leading fashion retailers who are supported by Retail Assist’s supply chain solution; including ASOS, Karen Millen, Harvey Nichols, Jacques Vert, Mint Velvet, and Whistles. Dan Smith, CEO of Retail Assist, congratulates Morrisons Nutmeg on their achievement: “Just three years since launching, Nutmeg has experienced huge success in breaking the Top 20. They’re a great brand to work with, and we’re proud to support Nutmeg’s retail operations through Merret. We look forward to further developments with the brand as they continue to innovate.” Merret improves retail business performance by maximising the financial potential of stock inventory, through smarter omnichannel processes. Using a centralised stock pool, retailers fulfil customer orders regardless of sales channel, more often at full-price. Click for more retail technology news, or visit our retail technology blog for industry insights.…
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  • 9 Feb 2016
Finalists for “Best Managed Service Desk” at the Service Desk Institute Awards 2016
February 2016: We are proud to announce that our Help Desk team has been voted as a finalist for ‘Best Managed Service Desk’ at the Service Desk Institute’s IT Service and Support Awards 2016. The annual SDI Awards shine a light on the best service desks in the industry from across the globe, rewarding both outstanding contributions to customer service and excellence in IT service management. After becoming a finalist in in 2015, we were keen to enter again, bringing our new innovations and quality statistics to the table, which we believe sets the standard of our Help Desk apart. Our proactive ISO20000 accredited procedures have contributed towards incident reduction rates of 10% from last year, despite the number of stores we support increasing by 8%. Our Help Desk is providing support in 8,100 locations across the world, and delivering support services in Spanish, French, German, Polish, Italian, Portuguese and Hungarian, all from our UK head office location in Nottingham. Five companies were originally shortlisted, and after a presentation session to members of the SDI, three were selected for the finals. Final winners in each of the Awards categories will be announced at a prestigious awards ceremony at the Birmingham Hilton Metropole in April 2016. Dan Smith, CEO of Retail Assist, said; “Credit due to the Help Desk team, the SDI Awards are an exceptional way to be recognised in the IT Service and Support industry. Our call analysts work 24x7x365 to ensure that our customers experience the most efficient incident resolution, and the best levels of service. Let’s hope we can impress the judges at the next stage of the Finals – we’re really looking forward to it.” Keep a look out for more Retail Technology News on our News page or check out our weekly posts on our Retail Technology Blog.…
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