At Retail Assist, we pride ourselves on delivering exceptional IT support services tailored to meet our clients’ unique needs. That’s why we were thrilled to visit a Papa Johns site recently for a hands-on training day with our Hospitality Service Desk Team, including first- and second-line team members and team leads.
The experience offered our team a deeper understanding of the intricacies of Papa Johns’ store systems and software, the complete order journey from the first click to the final delivery, and the operational challenges and system dependencies involved in ensuring seamless service. It also highlighted the incredible attention to detail required to create consistently great food.
The day wasn’t all work, though. We had the opportunity to roll up our sleeves and make our own delicious pizzas for lunch! This hands-on approach deepened our appreciation for the professionalism and dedication of Papa Johns’ teams, while giving us greater insight into how our services directly support their operations.
Reflecting on the day, Kerry Hardy, Retail Assist’s Head of IT Service Delivery, shared:
“Understanding our clients’ day-to-day operations is critical to delivering exceptional service. This experience gave our team invaluable insight into how Papa Johns’ systems and processes work in action. It’s this deeper understanding that allows us to provide truly effective support that aligns with their needs.”
This training day is part of an exciting partnership between Retail Assist and Papa Johns. Launched in January 2024, Retail Assist provides Papa Johns with IT support services tailored to their unique needs. This includes first and second-line IT helpdesk support, proactive monitoring of critical in-store systems, and comprehensive hardware and software issue management. With extended support hours from 09:00 to 00:00, seven days a week, we help ensure seamless operations across Papa Johns’ 400 UK sites.
In collaboration with Barron McCann, we also deliver responsive field maintenance support. With a four-hour response capability for critical issues and intelligent reporting tools, Barron McCann ensures operational efficiency by providing real-time visibility of IT asset stock levels. Since the partnership began, Retail Assist has far exceeded expectations, achieving an average call response time of just 26 seconds across more than 4,000 contacts.
This collaboration reflects our commitment to fostering close partnerships that go beyond issue resolution, ensuring our Help Desk becomes a trusted extension of our clients’ teams. A huge thank you to Papa Johns for embracing this partnership and helping us refine our services further. Here’s to stronger collaborations and continued success!
Want to learn more about our work with Papa Johns? Check out the full story here.
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