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Retail Assist

Delivering the Ultimate Customer Experience: How We Do It

  • 5th June 2023

Written by Andréa Williams, Head of Marketing

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With our 24th birthday around the corner, we’re reflecting on the retail and hospitality brands we’ve supported with our award-winning IT help desk over the years and everything we’ve learnt.

Our purpose is to remove barriers for our customers, empowering them to provide the ultimate customer experience. These barriers often manifest as technical failures, process breakdowns, or capacity-related issues within their IT systems. When such issues arise, we take end-to-end ownership of the problem, swiftly working towards a successful resolution through effective troubleshooting and proactive management of key resolver groups.

We work collaboratively with our customers to achieve this through the provision of selective and fully outsourced IT services. Here’s what we’ve learnt:

Understanding the Customer

At the core of our approach lies a deep understanding of our customers and their unique challenges. We recognise that every business is different, and their IT needs and pain points vary.

By building strong relationships with our customers, we gain insights into their specific requirements, goals, and customer experience aspirations. This knowledge serves as the foundation upon which we have built our customised support solutions.

Empowering Proactive Management

To deliver the ultimate customer experience, we carry out proactive management. Instead of waiting for issues to occur, we actively monitor and analyse our customers’ IT systems, identifying potential vulnerabilities and areas of improvement. By leveraging advanced monitoring tools and technologies, we can detect and address potential problems before they impact the customer’s operations. This proactive approach minimises downtime, enhances system performance, and boosts overall customer satisfaction.

Swift Troubleshooting and Resolution

When issues do arise, our skilled and dedicated helpdesk team are highly available, with just 0.54% abandoned calls and 12.18 seconds average answer time in April. We prioritise rapid response and efficient troubleshooting, working diligently to diagnose and rectify problems. Our second- and third-line support teams are experts in a wide range of IT systems and technologies, addressing issues comprehensively and delivering effective solutions promptly.

End-to-End Ownership

True customer satisfaction comes when we reduce pressure on internal IT teams. This means taking complete responsibility for the problem, from the initial point of contact to its successful resolution.

We understand that our customers depend on us to provide a seamless and stress-free experience, and we are committed to delivering on that expectation.

Collaboration and Communication

Successful IT support is built on effective collaboration and communication. We foster a culture of open communication with our customers, keeping them informed at every step of the process. From regular progress updates to transparent reporting, we ensure that our customers are always in the loop. Additionally, we collaborate closely with internal and external resolver groups, leveraging their expertise to resolve complex issues efficiently.

Continuous Improvement

As technology evolves, so do the challenges faced by businesses. We remain at the forefront of industry trends and advancements, continuously refining our processes and enhancing our capabilities. We invest in ongoing training and development for our team members with our in-house Learning and Development team, ensuring we stay up to date with the latest tech and best practices. By constantly improving our skills and knowledge, we’ve been able to consistently provide the ultimate customer experience.


Our commitment to delivering exceptional customer experience has been unwavering over the last 24 years. Through proactive management, swift troubleshooting, end-to-end ownership, and effective collaboration, our skilled teams have empowered our customers to overcome technical barriers and excel in their operations. As we celebrate this year’s birthday, we are incredibly proud of our team’s dedication to providing exceptional IT support, enabling our clients to deliver unparalleled customer experiences. Together, we will continue to shape the future of customer-centric IT solutions.

  • 5th June 2023

Written by Andréa Williams, Head of Marketing

Add me on LinkedIn

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Registered in England. Company number: 03790674 | +44 (0)115 904 2777

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