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Mosaic Fashions outsources help desk to Retail Assist

30
Apr '08
Mosaic Fashions has moved its entire Stores Systems Help Desk operation from an inhouse team to the specialist staff at Retail Assist's Support Centre. The Retail Assist operation is now supporting a mix of solus and multiple fascia stores and concession outlets in the UK, Eire, mainland Europe and the United States, for the high-street fashion brands Oasis, Principles, Coast, The Shoe Studio Group, Warehouse and Karen Millen. Retail Assist also provides Help Desk support to Thresher Group, adams kids, Harvey Nichols and World Duty Free, amongst others.

Support provided across the entire store estate comprises initial problem diagnosis and resolution. Whilst it will escalate calls to third-parties such as the new internal Store Systems Support team at Mosaic and external hardware maintenance providers, Retail Assist remains responsible for issue resolution and achievement of Service Level Agreement (SLA) terms.

Mosaic Fashions' rationale for this move was based upon a number of factors. The company has a proven relationship with Retail Assist and felt that its strong Store Systems Help Desk competence would enable it to provide an effective support function.

Retail Assist has been complimented on the smooth transition and the service now being provided to stores. Comments John Bovill, Group IT Director at Mosaic Fashions: "The handover to Retail Assist has been seamless to date. We expect the new service to deliver further synergies and cost benefits."


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