- 6 Sep 2009
Jane Norman outsources out of hours Service Desk
Retail Assist provides Jane Norman with out of hours store support & operations monitoring
Successful young fashion brand, Jane Norman, has engaged retail-only solutions and services provider, Retail Assist, to provide an out-of-hours Service Desk to support its 101 UK stores. The contract also includes a weekend remote operations monitoring service for its head office servers.
The growth of the company meant that the small internal IT team wanted to find a way to provide a round-the-clock service to the shops without growing the team further.
Philip Boggis, Jane Norman’s IT Director explains the background to the contract: “We wanted to reallocate our IT Support team to strategic projects rather than cover the out-of-hours support. So we looked for a partner to provide a quality out-of-hours Service Desk whilst our internal resources continue to cover normal trading hours.”
Boggis continues: “At the same time, we’ve opted to have Retail Assist remotely monitor our key event schedules over the weekends including store polling, batch job processing on our Mercatus Merchandise Management System, and other key overnight batch processes.”
Retail Assist secured the contract because it demonstrated a high first-level fix rate and achievement of Service Level Agreements (SLAs) across its customer base, and because it offers specialist knowledge of Store 6.0 EPoS.
Retail Assist’s 24 x 7 dedicated Data Centre will deliver the remote monitoring service that Jane Norman required for its overnight schedules and batch processes throughout the weekend.
Dan Smith, Managed Services Director at Retail Assist, is responsible for the client relationship. He says: “We will work with Jane Norman’s internal IT team and provide a fast and reliable service. Our Service Desk will have remote dial-in capabilities to take control of individual tills so it can fix more problems at first call.”
“For both Service Desk and remote monitoring, Jane Norman is going to benefit from tapping into our Shared Services model. They’ll find they can deliver the same level of service to their store estate during unsociable hours, plus they’ll benefit from our flagging up any overnight processing issues,” he adds.
From now on, any disruption at point-of-sale caused by issues with store systems will be minimised as staff enjoy the same level of support, regardless of the time of day.
This contract builds on Retail Assist’s experience in providing out-of-hours Service Desk services for companies such as Harvey Nichols. Its remote monitoring services are used by retailers such as Selfridges in the UK and A|Wear in Dublin.