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Whichever airport you’re flying from, there’s a highly strong chance that Dufry (World Duty Free Group) has a store there. With stores all across the globe operating 24/7, Dufry’s impressive store estate spans 2,400 shops worldwide, with 50,000 different products in total.
Operating in stores at airports UK-wide, its largest store occupies 2,600 square metres of selling space in Heathrow’s Terminal 5. The brand portfolio also includes World Duty Free, Biza, Alpha Airport Shopping and Glorious Britain.
Dufry decided to outsource its front-line IT helpdesk services, covering both 1st- and 2nd-level telephone support, to all its duty-free stores across the UK. It looked for a supplier with experience in supporting its retail systems and applications.
For the Retail-J POS software – which is pivotal to the success of their retail operations – Dufry also looked for round-the-clock, proactive monitoring of the architecture to maximise resilience and operating performance.
Retail Assist have further extended support to now include sites at Center Parcs (UK and Ireland), in Finland and Malta, as well as supporting them with Business Analysis and programme management resource in support of their global PoS refresh programme.
“We found ourselves in a position where we needed someone to support our POS solution at very short notice. Retail Assist were recommended by a support partner who could hit the ground running. Retail Assist came to the table and provided the key support function for us, 24/7, 365, for a number of years now.”
Gary McDonald, Head of IT
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