Always on, always selling
Your customers and your users expect you to be operational 100% of the time. Any downtime to your systems, and you could risk losing sales.
You need high-quality service and support that just works – spotting issues before they become a problem and fixing them quickly, with the agility to support planned or unplanned peaks in trading.
We’ve listened to the retail market who are attempting to drive out cost and improve the quality of their support services. In response, we’ve invested in developing our capability to provide 1st to 3rd line support, and why our achieved SLA is consistently better than 98%.
Our team of over 100 experts, work together from our two offices; Abingdon (UK) and Vadodara (India), to support retail operations in the UK including NI and EIRE, France, Germany, Spain, the Netherlands, the USA, Canada, Hong Kong, and Australia 24x7x365.
How our support works
Our 1st line support is fronted by our UK team based in our Abingdon (UK) office, supported by our team in Vadodara (India). Our 2nd and 3rd line teams deliver a truly blended service, meaning any issue you have can be resolved by any member of our team. No more waiting for the right people to come online or having your ticket passed around between teams. We get straight to fixing the problem to make sure your customers aren’t affected.
Our 1st line team excel in their customer service capabilities and are trained by our 3rd line team to diagnose issues and perform standard support activities. This speeds up resolution time and minimises any impact on your sales. If they are unable to fix the issue, the ticket will be passed to our 2nd line support team. This team has a vast and diversified skillset, which allows us to provide you with a high level of technical services on different tools & technologies. On average, our team members have more than four years of experience working in the IT industry. They follow ITIL best-practice standards in managing daily customer issues, giving you complete peace of mind that your retail solutions are in good hands.Speak To Our Experts Today
Featured Case Study
Paperchase handed responsibility for the managed service of its entire standalone store estate to retail systems specialists PMC.