Pizza Hut inks three-year contract extension with Retail Assist

Pizza Hut UK has marked four years of receiving managed IT services from Retail Assist by extending the partnership until 2020.  

Under its five-year technology vision, Pizza Hut has ushered in new menus, store re-images and an emphasis on digital customer experience. Its support services, therefore, required streamlining, both to reflect an increased reliance on IT and optimise cost-effectiveness. Retail Assist’s first and second-line Help Desk teams manage all elements of IT support for 8,000 employees working across 260+ restaurants.

Bill Parker, Service Delivery Manager at Pizza Hut Restaurants UK, comments: “Our relationship with Retail Assist continues to strengthen. With proactive incident reduction, and trend analysis of root causes, in Retail Assist we have a dependable support partner that truly understands the business impact of IT downtime on Pizza Hut operations, and works hard to ensure that we always receive exceptional service to our Huts.”

Within two months of transitioning IT support to Retail Assist, the number of incidents was reduced by 30% whilst delivering a first line-fix greater than 90%. With a higher first-line fix and incident reduction, ‘talk-time’ was further reduced by almost 300 hours. Keith Frimley, IT Director, says: "Ultimately, we are running IT as a business. IT in restaurants should be like turning your lights on, a given that it will work, like electricity. We view our suppliers as an extension of our IT team, and are looking forward to extending our partnership with Retail Assist.”