IT services and solutions for retail and hospitality


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 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 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…
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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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product information management system
  • 5 Feb 2018
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: By clicking here you agree to our terms and conditions. More info From time to time we would like to send you information that delivers, develops and promotes our products and services that are relevant to you. Submitting your details tells us that you are OK with this and you also agree to our privacy policy and cookie policy. You can, of course, opt out of these communications at any time.…
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  • 20 Dec 2017
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 2017
 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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