- 11 Mar
Thresher renews contract with Retail Assist
Retail-only solutions and service provider, Retail Assist, has received a vote of confidence from its long-term client Thresher Group. The past weeks have seen the drinks specialist, now the UK’s 13th largest independent retailer, renew its outsourced contract for out-of-hours Help Desk services for the seventh year in succession.
Thresher Group operates some 2,000 retail outlets under the Thresher, The Local and Wine Rack fascias. In Scotland, the Group is represented by the Haddows brand. Such a diverse brand structure and geographical spread creates a technical support challenge.
Explains Retail Assist’s Managed Services Director, Dan Smith: “To address this challenge, Thresher Group has used our services for seven years now to provide first-line support and back-up to its staff nationwide. We provide an out-of-hours service which functions during Thresher Group’s busiest trading periods: from 18.00 to 23.15 on Monday to Friday and at all times during the weekend.”
The Retail Assist Help Desk acts as a single focal point for all issues in the stores between these hours, whether hardware, software, applications or of a general retail operational nature. It also manages third-parties on behalf of the client if urgent, on-site technical assistance is required.
With the increasing reliance on and complexity of store systems, Thresher Group feels it achieves greater flexibility, access to expertise and cost-effectiveness by using the skills of an external, specialist organisation.
Comments Peter Baxter, Head of IT Services at Thresher Group: “Retail Assist staff have built up considerable expertise in our systems and business operations and we regard them very much as part of the team.
As well as answering queries on a day-to-day basis, they focus on eliminating recurring problems which results in decreased call volumes.”