Service excellence goes beyond meeting expectations, and at Retail Assist we're always striving to exceed them. With some of our relationships spanning over 20 years, we’re continually adapting to our customers evolving needs and leveraging their feedback.

How do we ensure service excellence is echoed in everything we do at Retail Assist?

Kerry Hardy (Head of IT Service Delivery), Camila Cotting (Customer Assurance Manager) and Frances Thomas (Head of Customer Assurance and Client Services) give you an overview in this week’s short video.

Click here to watch the video in YouTube.

Key Takeaways

• Understanding our customers businesses, processes and operations is paramount for us. This allows us to provide tailored solutions that address our customers' unique needs and challenges.
• To consistently deliver high quality services, we adhere to industry best practice, with ISO 20000 accreditation, following the ITIL framework and holding membership with the Service Desk Institute (SDI).
• To ensure quality within our diverse teams spread across different locations, we document all our processes and procedures. We also conduct regular audits of tickets to identify areas of improvement and track progress.
• Our customers have complete visibility of their tickets. This transparency allows them to track progress without having to call us back,  have a detailed view of any issues across their estate and inform service review meetings and monthly reports.
• Our commitment to building strong relationships and a sustainable service structure has resulted in long-lasting partnerships with our customers, some of whom we have served for nearly two decades.
• Our focus on fostering a customer-centric culture, means we consistently meet and exceed the expectations of our customers.

Want to Know More?

👉 You can check out how Papa John’s is getting a slice of the Retail Assist action here.

👉 Learn more about our Customer Assurance Team here.

👉 Find out why we were a finalist for the Managed Service Provider of the Year at the Service Desk Institute Awards here.

The post Delivering Service Excellence: Our Quality Assurance Approach appeared first on Retail Assist.

In our latest video, we take you behind the scenes and give you an exclusive insight into the different roles on our IT helpdesk and how they contribute to delivering an excellent service to our range of retail and hospitality customers.

Click here to watch the video on YouTube.

Client Lead Analysts: Subject Matter Experts

At Retail Assist, we pride ourselves on our unique structure across our service desk. Each customer is assigned at least one Client Lead Analyst who serves as a subject matter expert responsible for transferring knowledge across the desk.

Stephen Richardson shares his role as a Client Lead Analyst. He provides knowledge to other analysts and acts as a point of contact for the client. Stephen emphasises the importance of our knowledge base, Agent Assist, which allows analysts to triage and resolve issues at the first line. He takes responsibility for ensuring the knowledge base is up-to-date, ensuring a consistent and seamless service delivery.

Call Analysts: Day-to-Day Incident Management

Our team of Call Analysts are responsible for the day-to-day management of incidents. As the first point of contact for customers, their role involves establishing the issue and using our knowledge base to resolve it. Collaboration is key, and if needed, they can bring in other team members or direct the customer to the right area for a swift resolution. Trade-impacting issues take precedence as they affect our customers' operations.

Service Delivery Leads: Ensuring Smooth Operations

Communication and smooth operations are vital during major incidents. We have an experienced team of Service Delivery Leads responsible for resourcing and skills across the service desk. Their job is to ensure the right people are scheduled at the right times to handle calls and action tickets. Daily team meetings are held to discuss client-related matters, and during major incidents, they ensure there is sufficient phone coverage and the right people available to focus on resolving issues.

To monitor tickets and prioritise workload allocation, our team uses dashboards. These dashboards also help Service Delivery Leads identify common themes in tickets, enabling us to address underlying major issues. Transparency is crucial to us, and the dashboards provide our customers with complete visibility into our operations, offering insights into everything we do.

By leveraging our unique structure and dedicated team of Client Lead Analysts, Call Analysts, Service Delivery Leads, with the help of our knowledge base and dashboards, we are able to deliver a seamless service to our customers. At Retail Assist, we are committed to providing exceptional support and ensuring the success of our clients.

Contact us today to experience the difference our helpdesk can make for your business.

The post Inside Our IT Helpdesk appeared first on Retail Assist.

We're excited to announce that Retail Assist will once again be exhibiting our managed services and solutions at the Retail Technology Show 2024! After a successful showcase last year, we're back on 24^th-25^th April 2024 to connect, collaborate, and share insights with retail leaders and industry experts and to explore the latest trends and innovations shaping the future of retail.

Find us at stand 5F25, where you can explore our cutting-edge managed services and software solutions designed to address the evolving challenges in the retail landscape. Whether you're looking to streamline operations or enhance customer experiences, our team will be on hand to discuss how we empower retailers to achieve success in an ever-changing market.

Why should you attend?

• Discover the latest trends and innovations in the retail industry
• Network with industry experts and leaders
• Explore a wide range of solutions and services from leading technology providers
• And of course, stop by our stand for a chat and a sweet treat!

Take a look back at our highlights from last year’s event here.

Book your place now!

Don't miss out on this opportunity to revolutionise your retail strategy and connect with the best in the business. Secure your spot over at the Retail Technology Show 2024 website.

Stay tuned for more updates on what we have in store for the Retail Technology Show 2024!

The post Retail Assist Returns to The Retail Technology Show 2024! appeared first on Retail Assist.

As we wave goodbye to 2023, it’s always nice to look back on everything that we’ve achieved this year alongside all of the moments that we celebrated as a team. So, buckle up and get ready for a trip down memory lane as we recap the memorable moments of 2023.

January: 2023 Trends

We kicked off the year by setting ourselves up with some trend analysis. Looking at the biggest retail trends that would set the tone for the year, with 82% of businesses planning significant growth with a focus on technology. Our good friends over at Datitude highlighted the importance of omnichannel commerce, supply chain resilience, data-driven strategies and ESG (environmental, social and governance) in our guest blog.

February: We Welcomed Phase Eight and Hobbs

We welcomed two new brands, Hobbs and Phase Eight, part of TFG Brands (London) Ltd. The two premium womenswear brands are now supported with our 1st Line Help Desk service, acting as a single point of contact for 266 stores across the UK.

Alex Priscott, Chief Technology Officer at TFG commented: “Our long-standing relationship with Retail Assist means that they thoroughly understood our support needs, offering a seamless service transition. The biggest challenge was the compressed timeline, we needed the service to be live in time for the Christmas period to minimise disruption to the business at our busiest time. They managed to deliver the service in a tight 5 weeks, which was outstanding.

March: We Made the Retail Systems Shortlist

In March, we made the shortlist for the Retail Systems Awards in the category of Omnichannel Technology Vendor of the Year for our solution, Merret. We later went on to celebrate at the awards dinner in June with our customer Mint Velvet. 

April: Retail Technology Show 2023

We exhibited at this year’s Retail Technology Show at Olympia. Our team spent two days rushed off of their feet catching up with and meeting new partners, customers, and prospects to discuss the latest retail tech trends. We’ll have an even bigger stand at 2024’s Retail Technology Show, so keep your eyes peeled for updates and more information coming soon!

May: Top Five Helpdesk Stats

In May we released our annual benchmarks for our helpdesk, detailing our key statistics from 2022. We’re proud to highlight our headline stats:

• 2,855 sites supported
• 7,870 tills supported
• 23.79s average speed of answer
• 8,334 calls supported each month with only a 2.78% abandon rate
• 96.21% of service level agreements are achieved each month

June: We turned 24!

To mark this special occasion, we gathered in our Nottingham Head Office for lots of cake and a reflection on everything we’ve been up to over the last 24 years, including some early 2000’s throwbacks!

July: We Released Our Merret Pro Video

Successfully managing a retail supply chain can be a daunting task, but with the right tools and software, it becomes a seamless process. Meet Merret Pro, the ultimate retail ERP software solution designed to revolutionise your operations. With a comprehensive range of features and integrations, Merret Pro empowers retailers to meet the demands of modern commerce while ensuring efficiency, accuracy, and profitability.

Watch the video on YouTube

August: We Celebrated 20 Years of Vue Entertainment

We are proud to have been part of the Vue Entertainment support network for more than half of their existence. To celebrate, we joined the Vue team for an early viewing of the new Mission Impossible film and fascinating presentation by Tim Richards, their Founder and CEO.

September: Client Summit 2023

If you didn’t hear about our Client Summit, where were you!? The Retail Assist Client Summit 2023 brought together industry leaders and experts from the retail technology sector. The summit’s theme, “Doing More with Less: Navigating the Balance of Growth and Efficiency,” aimed to explore innovative strategies and solutions to help businesses thrive in today’s evolving landscape.

October: Service Desk Institute Awards

We were named a finalist for Managed Service Provider of the Year at this years’ Service Desk Institute Awards. We are incredibly honoured to be recognised as a top finalist among a highly competitive field. As part of our entry for the awards, we showcased the vibrant and dynamic culture of our help desk team with a parody music video of Rick Astley’s iconic hit “Never Gonna Give You Up.”

Click here to watch the video on YouTube.

November: itSMF Professional Service Management Awards

We are so proud of our Customer Assurance team for being named a finalist for ‘IT Team of the Year’ at the itSMF Professional Service Management Awards. They have been instrumental in maintaining best practices, continuously improving the customer experience, and going above and beyond the standard service delivery norms. Through proactive assessment of internal processes and incorporating external feedback, the team has identified opportunities for enhancement and achieved increased operational efficiency.

December: Unlocking Success in the Cosmetic Industry with Laser Clinics UK

In December, we released our case study detailing the rapid expansion of Laser Clinics UK. Interested in uncovering the strategies and approaches that contributed to Laser Clinics UK’s success story? Download the full case study to gain valuable insights and learn how Retail Assist’s partnership played a critical role in supporting Laser Clinics UK’s growth strategy.

Thank you!

What a year! Thank you to all our colleagues, customers, suppliers and partners for your support, hard work and collaboration this year.

As we head into 25 years of Retail Assist, we’re so excited for the year ahead and cannot wait to share what we have in the pipeline for what is set to be our biggest year yet.

Merry Christmas and a very Happy New Year from all of the team at Retail Assist!

The post 2023 In Review: Here’s What We Got Up To appeared first on Retail Assist.

In the growing world of cosmetic clinics, one name stands out above the rest – Laser Clinics. With a remarkable track record of over 4.2 million treatments performed each year, Laser Clinics has established itself as the largest cosmetic clinic in the world. It all began in 2008 in Australia, and since then, Laser Clinics has expanded its reach, operating over 200 clinics with a staggering 2,500 staff members across multiple countries, including Australia, New Zealand, Singapore, Canada, and the United Kingdom.

Supporting Rapid Expansion

In 2019, Laser Clinics UK embarked on an exciting journey by opening their first clinic in the United Kingdom. Their ambitious growth plans demanded a robust and scalable IT framework that could effectively support their evolving needs. They needed a partner who could provide comprehensive IT support to ensure a seamless experience for their expanding network of clinics and deliver high-quality services to their valued customers.

A Dynamic Partnership with Retail Assist

Laser Clinics UK found the perfect partner in Retail Assist. From the beginning of their journey, Laser Clinics UK engaged with Retail Assist to address their unique challenges head-on. By capturing incidents directly from the clinics and managing end-to-end resolution, including third-party involvement, Retail Assist became an essential component of Laser Clinics UK's IT support structure. Our partnership is built on a strong culture of proactivity, continuous learning, flexibility, and innovation.

A Testament to Success: Customer Testimonials

Lee Walsh, Head of Operations at Laser Clinics UK, highlights the invaluable support provided by Retail Assist: “The biggest benefit is a having a team that understand the business, take time to learn the system and create tools and processes to support ticket resolution. We are lucky to have one unified and consistent point of support for every clinic.”

“Like most businesses, we get things done through the power of relationships. Retail Assist is not an invisible partner or just a call centre, the interaction with the teams from each clinic has created a strong partnership that is always looking at ways to improve the service.”

Read the Full Case Study for In-Depth Insights

Interested in uncovering the strategies and approaches that contributed to Laser Clinics UK's success story? Download the full case study to gain valuable insights and learn how Retail Assist's partnership played a critical role in supporting Laser Clinics UK's growth strategy.

Discover how technology and a proactive approach fostered exceptional service standards, empowered Laser Clinics UK to expand their clinic network, and ensured optimal IT support every step of the way.

Download the full case study here.

The post Unlocking Success in the Cosmetic Industry: Laser Clinics UK appeared first on Retail Assist.

Businesses today recognise the importance of cloud strategies in digital transformation. To make the most informed decisions, you need to understand the two dominating cloud strategies: the "Cloud-First" approach and the "Cloud-Smart" approach. Both strategies come with advantages and challenges that can shape your organisation’s future, and determining the best one for your business is crucial.

Cloud-First Approach: The Cloud-First approach advocates an all-inclusive embrace of cloud technology. It focuses on cloud solutions as the primary option for hosting your data, applications, and services.

Cloud-Smart Approach: On the other hand, the Cloud-Smart approach is selective with cloud technology. This strategy is more critical, analysing your existing infrastructure and making decisions that align with your business objectives.

Why does it matter?

The coexistence of these two paradoxical approaches reflects the dynamic digital landscape. Choosing the right call for your business is more important than following a one-size-fits-all mindset. Here’s why the paradox matters:

1. Customisation: Your business is unique with its own set of challenges and requirements, and blindly adopting either approach can mean ignoring your specific requirements that make your business work. Cloud-Smart recognizes that one-size-fits-all solutions aren't always the best fit. This approach empowers you to customize your cloud strategy to align with your business's specific goals.
2. Cost Management: Not everything requires cloud storage. Embracing Cloud-First could mean unnecessary costs. With a Cloud-Smart approach, you have the flexibility to assess and allocate resources in a more cost-effective manner. Instead of moving everything to the cloud, you can be strategic about which workloads or data should reside in the cloud and which can stay on-premises. This approach minimises unnecessary cloud expenses and ensures that you spend your IT budget wisely.
3. Scalability: One size does not fit all when it comes to scaling. Cloud-Smart allows you to scale your infrastructure efficiently based on your business needs. You can adapt to growth and evolving technology trends without overcommitting to cloud resources that may go underutilised.

Cloud-Smart over Cloud-First

Cloud-First may lead to overprovisioning and unnecessary cloud expenses, while Cloud-Smart is a more resource-efficient approach. Cloud-First offers rapid adoption and an update to modern technology, while the selective nature of the Cloud-Smart approach optimises costs and maintains legacy systems when necessary. It makes it simpler for your business to pivot and adapt as technology evolves, ensuring agility and flexibility.

Impact on Business Operations and Strategy

Adopting a Cloud-Smart approach provides a profound impact on business operations and strategy.

Operational Efficiency: By selectively adopting cloud solutions, you can streamline operations, reduce complexity, and optimise resource utilisation. This approach minimises disruptions during the transition to the cloud and ensures that the adoption of cloud technology doesn't negatively impact your day-to-day operations.

Data Governance: Cloud-Smart ensures that your data is in the most secure and accessible location, improving compliance and governance. Keeping critical data on-premises, where you have full control over security and compliance, while still leveraging the cloud for less sensitive data or workloads. This is particularly important in regulated industries where data privacy and compliance are paramount.

Moving from On-Premise to Cloud, with Less Complexity

Moving from an on-premise solution to the cloud can vary in terms of ease and complexity depending on several factors, including the nature of your on-premise system, the cloud provider you choose, your organisation's readiness, and the level of planning and preparation involved.

A Cloud-Smart approach simplifies the move from on-premise to the cloud by introducing a level of pragmatism, flexibility, and strategic planning that makes the transition smoother and more manageable. Here's how it eases the process of moving from on-premise to the cloud:

• Selective Migration: Cloud-Smart recognises that not everything needs to be moved to the cloud. It encourages organisations to be selective about what is migrated. By carefully assessing which workloads, data, or applications should be moved to the cloud and which should remain on-premises, organisations can reduce the complexity and risks associated with migration.
• Hybrid Flexibility: Cloud-Smart embraces a hybrid cloud strategy. This means that organisations can gradually migrate workloads and data to the cloud without rushing into a full-scale migration. It allows for a gradual transition, where legacy systems can coexist with cloud resources, reducing the impact on business operations.
• Operational Efficiency: By adopting a more selective and gradual migration strategy, organisations can maintain operational efficiency. There's less disruption, and business operations can continue without major interruptions, which is particularly crucial for businesses with stringent uptime requirements.
• Risk Mitigation: Cloud-Smart emphasises risk management. By not rushing into a full-scale migration, organisations can carefully plan and address potential risks associated with data security, application compatibility, and operational continuity.

Cloud Usage: The Numbers

• 90% of enterprises expect increased cloud usage due to the COVID-19 pandemic’s impact.
• Almost half of all organisations will focus on optimising their cloud costs through 2024.
• The global hybrid cloud market is projected to reach $168.8 billion by 2026.
• 96% of organisations use the cloud, with 57% using a hybrid strategy.
• 41 % of EU enterprises used cloud computing in 2021, mostly for hosting their e-mail systems and storing files in electronic form.

Opting for the Cloud-Smart approach allows you to unlock cost savings, graceful migration, and strategic agility, ensuring the cloud becomes an asset to your digital transformation journey.

Learn more about how we can support your digital transformation goals here.

The post Navigating Cloud Strategies: Cloud-Smart vs. Cloud-First appeared first on Retail Assist.

In today's fast-paced digital landscape, the management and security of endpoints – a term encompassing everything from your laptop to your smartphone – are paramount. Traditional methods have served their purpose, but in an era where remote work and diverse device ecosystems are prominent, a smarter, more agile approach is needed. Cloud-Smart Unified Endpoint Management (UEM) is a game-changing strategy that's transforming the way businesses operate and secure their devices.

Demystifying Cloud-Smart UEM

To truly understand this paradigm shift, let's break it down. Unified Endpoint Management (UEM) is all about streamlining the management and security of various devices within an organisation. It's the one-stop shop for overseeing everything from software updates to device compliance checks.

So, what sets Cloud-Smart UEM apart? It's about leveraging the cloud, to make endpoint management more efficient and adaptable. It's about optimising your strategy to better align with your business's unique needs.

According to Gartner, by 2023, 70% of organisations will implement a "cloud-first but not cloud-only" strategy, recognising the need for flexibility.

Cloud-Smart UEM vs. Traditional UEM

So, how does Cloud-Smart UEM compare to traditional methods?

Traditional UEM

These solutions often rely on on-premises infrastructure and manual processes. They struggle to keep up with the demands of modern device ecosystems and remote work scenarios. They can be rigid and time-consuming, lacking automation and adaptability.

Cloud-Smart UEM

This approach leverages cloud technology, making it more scalable, adaptable, and user-centric. It automates routine tasks, integrates seamlessly with other systems, and offers robust security measures. The emphasis is on agility, flexibility, and efficiency.

Why Cloud-Smart UEM Is on the Rise

Cloud-Smart UEM isn't just a buzzword; it's a necessity in our modern business landscape:

1. Flexibility

With Cloud-Smart UEM, you have the flexibility to manage a wide array of devices, regardless of operating system or form factor. It's not about being bound to a single platform; it's about adaptability.

2. Cloud-Centric Approach

 The cloud is at the heart of this strategy. It's all about harnessing the power of cloud-based services, allowing you to scale resources up or down to meet changing device requirements.

3. Automation and AI

Automation and artificial intelligence streamline the management process. Routine tasks like patch management and threat detection become more efficient.

4. User-Centric

It's all about the user experience. With self-service options, your employees gain more control over their devices, reducing the IT support burden.

5. Remote Work Readiness

A survey by Forbes found that 65% of workers desire to work remotely all the time, and 32% prefer a hybrid schedule. Currently, 12.7% of full-time employees work from home and 28.2% have adapted to a hybrid work model, illustrating the rapid normalisation of remote work and proving the necessity of remote work readiness. Cloud-Smart UEM empowers businesses to manage and secure devices, no matter where they are.

“As of 2023, 12.7% of full-time employees work from home, while 28.2% work a hybrid model” Forbes

Impact on Business Operations

The adoption of Cloud-Smart UEM has far-reaching implications for business operations.

• Efficiency: Streamlining management processes leads to increased operational efficiency, reducing downtime and IT support workload.
• Security: A proactive, cloud-smart security approach ensures the organisation remains resilient against evolving threats.
• User Satisfaction: With self-service options and a more seamless user experience, employee satisfaction increases.

Impact on Business Strategy

Cloud-Smart UEM doesn't just change how businesses operate; it impacts their overall strategy.

• Scalability: Businesses can scale their endpoint management with ease, adapting to changing device landscapes and business needs.
• Competitive Advantage: An agile UEM strategy can give businesses a competitive edge, ensuring they stay at the forefront of innovation.

 Where to Start? Understand Your Goals

The goals of UEM typically revolve around enhancing security, efficiency, and user experience in the management of these devices. It's important for organisations to define their specific UEM goals based on their unique needs, industry, regulatory requirements, and technology landscape. Setting clear and measurable objectives is crucial for the successful implementation of a UEM strategy.

We recently hosted a Discussion Room at our Client Summit focused on uncovering the maturity of cloud-first UEM strategies among popular UK high street retailers. Here’s what they’re aiming for:

• ‘We’re looking to deploy Microsoft InTune which will allow us to image devices and user profiles remotely, which will make the process more secure, reliable, and efficient. Our current process for managing user profiles causes headaches when it comes to password management. If a user has forgotten their login credentials, the only way they can be reset is by being connected to head offices local network. If you’re a remote worker, nowhere near head office, this can cause a big disruption to the working day. The addition of a cloud-based endpoint management platform like InTune will create a huge improvement in this process.’
• ‘We’re planning on moving to an entire zero trust network setup which will streamline the endpoint management process. The zero-trust network will allow us to have ultimate network security, whilst not sacrificing user experience.’
• ‘Over the next 12 months, we want to streamline the cloud environment and improve the current single sign on procedure. By doing so, we will create a more secure environment across the entire estate. The single sign on project is not just aimed at head office users, it’s aimed at everyone within the business.’

A report by Statista states that in 2021, the global cloud infrastructure services market was valued at over $150 billion, a figure expected to increase significantly in the coming years.

Cloud-Smart UEM is more than just a trend; it's a strategic shift that addresses the modern complexities of device management and security. It's about staying adaptable, efficient, and user-centric. By embracing this approach, businesses can not only optimise their operations but also gain a competitive edge in a rapidly evolving digital landscape.

The post Unleashing Cloud-Smart UEM: The Future of Efficient Endpoint Management appeared first on Retail Assist.

With our 24^th 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.

The post Delivering the Ultimate Customer Experience: How We Do It appeared first on Retail Assist.

The world of retail is uniting again this April. Will you be joining us?

Tap into the future of retail, explore the latest technology, and meet the people who make it happen at Retail Technology Show 2023, London Olympia on 26^th and 27^th April.

What’s on?

This year you’ll get to hear from BBC Dragon Steven Bartlett, TV’s Jake Humphrey, Queen of Shops Mary Portas and, well, us!

Visit Retail Assist’s stand 6K22 to see our services and solutions in action. Our team will be on hand to chat through the future retail landscape and how to navigate it. From POS implementations to 24 x 7 IT support, warehouse and merchandise management to site openings, we offer the full range of services to suit the future needs of retail.

Who will be attending?

Stuart Baker Senior Business & Solution Consultant	Danielle Bamra Client Account Manager	Kieran Bowden Chief Commercial Officer	Jordon Graham Digital Marketing Manager	Kevin Greathead Managing Director	Roland Kendall Chief Solutions Officer

Andy McQueen Technical Services Manager	Michelle Nickson Business Development Manager	George Odams Client Account Manager	Jahmel Russell Client Account Manager	Andrea Williams Head of Marketing

Where can you find us?

You’ll find us at stand 6K22, on the walkway between the National Hall and the Grand Hall.

What to expect?

The Retail Technology Show brings together Europe’s most forward-thinking retailers and leading tech innovators under one roof. From inspirational keynotes, retail experts, groundbreaking success stories, through to retail’s leading suppliers showcasing the latest tech and digital solutions for in-store, online, and omnichannel retail. The show will make sure you are up-to-date with fast-moving industry trends and hear inspiration, future thinking and practical advice from the innovators driving things forward.

Check out our highlights from 2022 to get an idea of what you can expect from this year’s show.

Watch the video on YouTube

Want to talk through any opportunities and challenges you are currently facing?

Book a slot with one of our experts for a coffee and a retail tech chat.

Yet to sign-up? Get your golden ticket to retail’s flagship event here.

The post Retail Technology Show 2023: Will You Be There? appeared first on Retail Assist.

This week we chatted to the Customer Assurance team. Developed just over a year ago, we’ve created a team focused on evolving our managed services provision to meet the future needs of our customers, maintaining best practice, and going above and beyond the standard customer experience.

Proactively assessing what we could do better and how is at the core of the customer assurance team. Through detailed analysis of internal processes and external feedback, the team ensure the lifecycle of helpdesk operations adhere to best practice whilst looking at ways to increase efficiency and address gaps.

Meet the team:

Camila Cotting, Customer Improvement Manager

Fine tuning continuous improvement, Camila is focused on designing and implementing ways to futureproof our helpdesk service, collaborating with the customer and detailed internal insights to support the helpdesk team in exceeding customer expectations.

Francesco DeVivo, Incident Manager

Working closely with Lewis McManamon, our Service Desk Manager, Francesco applies the quality initiatives to management, resolution and fulfilment of all incidents across the desk, ensuring best practice is followed to the letter.

Anna Ramsay, Quality Lead

Having progressed through the helpdesk, Anna has an intricate understanding of our service. Applying her experience, she is able to identify opportunities for improvement across the helpdesk using internal assessments and trend analysis to lead continuous quality improvement.

David Thomas, Quality Coach

Often teaming up with Trisha Sheehan from the Learning and Development team, David provides the desk with regular coaching and training to ensure everyone has the tools to deliver the ultimate customer experience. Reviewing feedback to highlight both barriers and opportunities, David provides the insight to ensure every initiative developed in the customer assurance team is echoed across the desk.

Frances Thomas, Head of Client Services and Customer Assurance

Frances leads the collaboration across our customer focused teams to ensure there is a conduit between Retail Assist and our customers. Managing relationships and delivering service to the highest standard, client services and customer assurance are integral to success.

Managing over 200,000 tickets a year, the team have worked together to normalise our support, enabling the helpdesk to maintain high standards of service through fluctuations such as peak trade. Working together to provide exceptional insight, our service and our customers benefit from continuous development and future proofing, backed by an outstanding customer experience.

Want to know more? Find out why TFG Brands (London) Ltd chose to extend Retail Assist’s support to brands Phase Eight and Hobbs.

The post Meet the Team! Get to Know Customer Assurance appeared first on Retail Assist.