- 2 Apr 2010
Retail Assist wins FM Service Desk for leading high-street retailer
Retail-only IT solutions and services provider, Retail Assist, has won a contract to provide a 24/365 Facilities Management Service Desk to the fourteen distribution centres of one of the UK’s top-rank, high-street retailers.
Prior to engaging the services of Retail Assist, the client’s distribution centres had logged calls directly with the engineers. This gave them little or no control over when and how calls were raised and the nature of the issue.
This new arrangement offers the client proper management of incidents and invoicing. The Retail Assist FM Service Desk provides an end-to-end service that entails taking calls (currently between 2,500 and 3,500 per month) and logging them on the retailer’s incident management system.
Once logged, the incidents are passed to a specialist maintenance company that supplies engineers to service the sites. Retail Assist then reports back to the client on repeated incidents or badly-performing sites.
The client is benefiting from this new relationship in a number of ways. Costs can be calculated up-front, and the service is on course to become self-financing in the short term. Retail Assist represents a single point of contact. It assigns incidents to the engineers and ensures each incident is seen through to resolution. It proactively analyses trends and highlights repeat failures, which enables the client to put a permanent solution in place to prevent re-occurrence. Going forward, this more accurate management information will allow the client to identify and deal with faults cost-effectively.
Retail Assist’s retail customers enjoy a service which provides either a full-time or “out of hours” resource to manage all calls relating to buildings and operational items, from the incident through to resumption of service. Incident management, escalation and reporting are conducted in accordance with Operational Level Agreements (OLA) and/or Service Level Agreements (SLA).
Observes Dan Smith, Managed Services Director at Retail Assist: “For FM clients, our Service Desk becomes the hub for managing all the problem areas to which a retailer can be exposed. We apply those same benefits of flexibility, expertise, cost-effectiveness and ownership that our IT Service Desk users enjoy for support of their retail applications and store systems.“