Interview with Ted Baker | Customer Testimonial Series | Retail Assist скачать в хорошем качестве

Interview with Ted Baker | Customer Testimonial Series | Retail Assist

Global lifestyle brand, Ted Baker, chose Retail Assist’s #ITHelpDesk to provide first-line #ITServices for #TedBaker stores across the UK and Europe, as a single point of contact for all IT related issues 7 days a week. Simon Brealy, Global Service Delivery Manager, speaks about why they chose Retail Assist and what makes the service so valuable to their business. ► Learn more about our award-winning IT Help Desk: https://retail-assist.co.uk/our-servi... ► View more #customertestimonials here:    • Customer Testimonials   _______________ TRANSCRIPT: I'm Simon Brealy, I look after global service delivery for Ted Baker. I'm responsible for all service desk provisioning and functioning across all of Ted Baker's locations. WHY DID YOU CHOOSE RETAIL ASSIST? We had a particular pain point in our #retailsupport here, where our service desk were looking after many hundreds of office-based employees alongside looking after our retail partners. The previous partner we were having some challenges with, which prompted our engagement with Retail Assist. Retail Assist was chosen off the back of a RFP process within Ted Baker. We chose four vendors who were selected to shortlist and we decided Retail Assist was by far and away the best partner for Ted's retail brand. The key components and what won the RFP for Retail Assist were the financial benefit of moving to a more European-centric partner. Some of the best provisions and offerings from Retail Assist were very much around the cost-effectiveness, providing us with a 24x7 support function and something that was critical for Ted Baker was the bilingual support that we got from the team. WHAT BENEFITS HAVE YOU EXPERIENCED SINCE USING THE SERVICE? Since partnering with Retail Assist we've very much been able to develop what the service desk within Ted's IT deliver, so rather than focusing on the first and second line tickets that will come in across our European estate, they are now 100% dealt with by Retail Assist. Because of the standard Retail Assist have delivered to us my service delivery teams internally have been able to focus much more on proactively supporting the business and focusing more on project deliveries, which has in turn has a much more positive impact across other teams both within technology and the wider business. We've seen much bigger uptake in engagement with IT, simply because there is more capacity within the department to handle that. HOW HAS TED BAKER GROWN SINCE PARTNERING WITH RETAIL ASSIST? Ted's footprint across Europe fluctuates with market, so we tend to be opening and closing stores as per market requirements and we're actually currently engaging with Retail Assist in terms of supporting those openings in particular. We've opened numerous stores since the contract went live with Retail Assist and the on-boarding process that we have with you, it works very, very well. It's a very smooth process to get new stores on board and ready for support. WHAT MAKES THE SERVICE SO VALUABLE? So for the last quarter having just reviewed performance, we've seen a dramatic increase in our response times in service support. On the current review for the past three months we've had 100% SLA hit for priority one issues and 99.5% for priority two and 100% for priority three, which far surpasses our partnerships in the past and has proven that the choice was the correct one for Ted's retail support. One of the key things that I find beneficial from Retail Assist is how we deal with priority escalation, so something that Retail Assist handles very well for us is notifying all the correct partners and engaging all of the correct partners and the management levels within Ted Baker to communicate and update on a very frequent basis. It's been a contract that has been very, very easy to maintain and I haven't had needed to have nearly as much engagement as I have had previously and yes, it's proven to be beneficial both to myself and to my team as a wider group. It's a model that we are repeating globally with all of our retail support for the Americas and for the Asia market as well. #retailassist