Retail Assist wins contract with Ottakars

Retail Assist wins contract with Ottakars

Nottinghamshire-based retail IT facilities management specialists Retail Assist has announced a new contract which will see them support the IT requirements of one of the UK's best-known book retailers.

Ottakar's Plc has awarded Retail Assist a one-year contract following the company's successful installation of new IT equipment with internet access into each of Ottakars' 76 stores across the UK.

 The new contract will see Ottakar's staff using Retail Assist's unique Help Desk facility for ongoing support as it continues to expand both its operation and IT facility as well as progressively introduce intranet based trading.

 Previously support for each of Ottakar's different IT requirements was provided direct to the company by various suppliers. Now, staff will for the first time have a single point of access for all of their IT needs via Retail Assist.

 It was this approach that appealed to Ottakar's Managing Director James Heneage. He commented: "Prior to engaging Retail Assist, our employees were having to either go to the supplier of the hardware or software in the event of a problem arising - often with no knowledge of which would be able to deal with the query.

 "This often resulted in unnecessary downtime whilst they were dealing with call centres who are solely responsible for fielding the calls and passing them on to someone who can hopefully help.

 "By way of contrast, Retail Assist's approach means that even if one of Retail Assist's technical team cannot resolve the problem themselves, they can diagnose the problem and contact the correct person so it can be resolved as quickly as possible."

 James Heneage also pointed out that the support is not limited to technical problems, but also to desk top queries, which he commented is a "major boon for staff who are not computer literate."

 The Retail Assist Help Desk aims to remedy problems over the telephone and manage any additional suppliers on behalf of Ottakar's should on-site support be necessary in the case of hardware or software malfunction, leaving bookshop staff free to concentrate on their core job functions.

 The service also extends to Ottakar's main offices in Salisbury, Gloucester and London.

 Alan Morris, Development Director, Retail Assist commented, "The contract with Ottakar's is a major coup for us and confirms the growing need for flexible IT support for retailers, which can either deal with IT problems quickly or find and manage a third party supplier.

 "No longer will Ottakar's staff have to remember which company to call out in the event of a breakdown or worry about being shunted from pillar to post through dealing with a call centre - one call to our Help Desk and we will do the rest."


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