Retail Assist wins top marks with client
Retail Assist, the UK's only specialist retail IT solutions provider, has received a glowing report in a nationwide survey of stores owned by its largest client.
More than 200 stores belonging to one of the UK and Ireland's best known high street retailers responded to the customer satisfaction survey from Retail Assist, whose unique Service Desk service employs operators with actual retail experience to help solve IT problems as quickly as possible.
The stores were asked to comment on the availability of Service Desk support, the Call Analysts and on-site engineers as well as give their overall impression of the service provided by Retail Assist compared to one year before.
In all categories, the stores marked Retail Assist very highly, particularly in areas where the extra retail knowledge possessed by the Service Desk Analysts came into play. In fact, 96% of calls are resolved without the need for third line reference.
In all, some 99% of respondents reckoned the support was at least as good or better than that provided the previous year, with the same percentage of stores rating the speed and the quality of problem fixes provided by the Service Desk as satisfactory or better.
Alan Morris, Business Development Director at Retail Assist, commented, "We are clearly delighted with the overall endorsement from the stores in this chain, with the vast majority rating our service as an improvement over the previous provision.
"The Service Desk based approach, using first line Analysts with actual retail experience rather than operators simply trained to receive and pass on information, is proving the key to our success with this client and many others.
"This system is clearly the way forward given the need by stores for rapid response to IT problems based on the Analyst's knowledge of how that problem can impact on trading.
"We have also used this exercise to identify areas where we can look to provide a further enhanced service for this client and are now implementing measures to ensure we continue to meet and exceed their requirements from the Service Desk."