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Retail Assist provides first-line IT support for 95 Jigsaw stores, in the UK, Ireland, US and Australia.
With 24 x 7 availability, Retail Assist is a single point of contact for all IT related issues 7 days a week, as an extension of Jigsaw’s internal IT team. Improved out of hours service provision is helping Jigsaw store staff to provide a better experience to customers with increased systems uptime.
Thanks to their expertise in the retail sector and strong technical knowledge, Retail Assist completed a full Help Desk service transition in just 9 weeks, ahead of the brand’s peak trading period as specified in the project brief.
“Previously, it was a challenge to cover evenings and weekends efficiently and cost-effectively using our own team, as well as our overseas locations, so we looked at options for better scalability as we grow”, explains Paul Owers, IT Director at Jigsaw.
“With the benefit of extended first line support from Retail Assist to take care of store IT around the clock, our internal team no longer needs to be ‘on call’ out of hours, and has improved their availability for business-as-usual duties. Retail Assist also has expert knowledge of the retail systems used by Jigsaw, which gave us confidence in their capabilities to support our global store estate.”
Dan Smith, CEO of Retail Assist, commented on the new relationship. “We’re delighted to partner with Jigsaw as they lead the way in first-class omnichannel customer experience. Our optimised cost model for managed services is a compelling factor for retailers when they consider their IT support requirements.”
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