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  • 10 Mar

WDF takes off with Retail Assist support services

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World Duty Free - IT Help Desk

Nine months after revealing details of its relationship with WDF’s airport retail brand, World Duty Free, retail-only solutions and services provider, Retail Assist, has announced that a second airport retail brand in the WDF portfolio – Alpha Airport Shopping – has also become a client.

Italian company Autogrill, the world’s biggest provider of food & beverage and retail services for travellers, acquired Alpha Group in 2007 and World Duty Free in 2008 and has recently integrated the two operations into a new retail brand named WDF. The portfolio of brands through which the company operates includes World Duty Free, Biza, Alpha Airport Shopping and Glorious Britain.

At WDF, Retail Assist’s 24-hour┬áService Desk provides both 1st- and 2nd-level telephone support for a number of systems and applications. This includes support for the Retail-J EPoS application, which is pivotal to the success of WDF’s operations in all its stores. Services include round-the-clock, proactive monitoring of the architecture to maximise resilience and operating performance.

WDF has opted to consolidate all its EPoS operations within Retail-J. UK CIO, Martin Cook, observes that it was logical to extend its contract with Retail Assist to include 1st line support for all stores in the WDF portfolio, where the application was in the process of being installed. ‘Retail Assist was the obvious choice, given success with our World Duty Free brand. The company’s done a sterling job for Alpha Airport Shopping, Biza and Glorious Britain stores and we’ve been impressed by their professionalism and project management. We see our partnership going from strength to strength.’

Retail Assist’s Project Services Manager, Kevin Greathead, was responsible for taking on the support contract. As he explains, the project completed in February, at which time all the brands and stores of the combined group went live.

‘Our go-live phase was in three stages. We completed the transition of all Biza and Glorious Britain stores and are now supporting them, and all World Duty Free stores moved to a new networking infrastructure provided by Autogrill. The final part of the project was to implement Retail-J into the transitioned Tax & Duty Free stores.’

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