International luxury lifestyle retailer, Harvey Nichols, has extended its contract with IT partner Retail Assist to include an out-of-hours Help Desk service.
Observes Martin Schofield, Harvey Nichols' IT & Logistics Director: “Our goal was to upgrade our IT support to provide a guaranteed telephone answering service that reflects our stores' extended opening hours. In selecting an out-of-hours service from Retail Assist, IT can now better support the business and benefit from using a trusted partner.”
Britons reputedly have one of the longest working weeks in Europe. The ability to shop early and late on working days (as demonstrated by the growing popularity of Harvey Nichols' Foodmarkets) adds to the convenience and quality of life.
In addition, the retailer's focus on lifestyle services and products has turned it into a favoured leisure destination for weekend shopping, eating and relaxing.
Retail Assist is providing Harvey Nichols with out-of-hours Help Desk support, based in its Bingham, Nottingham Support Centre. Cover is provided during the early mornings and the early to late evening period during 6 days a week, with a full day of support provided on Sunday.
Calls are directed to Help Desk Analysts trained to immediately act upon major IT issues. A 2nd-line support service is also provided to address more complex EPoS problems.
The support service encompasses both Head Office staff and those working in theretailer's six stores in the UK and Eire, two stand-alone Restaurants and Warehouse. Support is also provided for some 700 EPoS tills and PCs across these locations.
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