Womenswear brands Hobbs and Phase Eight team up with Retail Assist for store support service
Retail Assist has welcomed two new brands, Hobbs and Phase Eight, part of TFG Brands (London), to its client roster.
The womenswear specialists will be supported with its 1st Line Help Desk service, acting as a single point of contact for 266 stores across the UK.
Having supported Whistles since 2010, Retail Assist says it was well positioned to roll-out its support model to two more TFG brands.
Previously, Hobbs and Phase Eight received IT support from their internal shared IT services team.
After extensive growth, they needed a partner who could deliver a focused help desk to manage all incidents from initial identification through to resolution.
They required an experienced team who could implement the solution swiftly, in order to minimise impact through peak trade.
The solution is usually delivered in ten weeks, however Retail Assist were up and running just under five weeks, to make sure that Hobbs and Phase Eight stores had support through the Christmas shopping period.
Alex Priscott, Chief Technology Officer at TFG, comments: “Our long-standing relationship with Retail Assist means that they thoroughly understood our support needs, offering a seamless service transition.”
“The biggest challenge was the compressed timeline, we needed the service to be live in time for the Christmas period to minimise disruption to the business at our busiest time. They managed to deliver the service in a tight five weeks, which was outstanding.”
“Retail Assist have really become an extension of our own IT team. The capability of Retail Assist’s 1st line team ensures that our own internal teams can focus on business as usual, whilst the customer experience is taken care of. We are reaping the benefits of using Retail Assist support services as a single point of contact.”
Retail Assist will be extending the service to another 176 Hobbs and Phase Eight concessions, and extending the Whistles service with 55 concessions, across the UK.
Kevin Greathead, Managing Director at Retail Assist, says: “We’re thrilled to further expand our relationship with TFG; helping to support Hobbs and Phase Eight, two excellent high-end brands with a reputation for luxury. We look forward to underpinning their IT support as they continue to grow.”
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