Payments Awards

Jigsaw taps Retail Assist for IT support

Written by Anthony Strzalek

British fashion retailer Jigsaw has partnered with Retail Assist to make use of its 24/7 IT Help Desk for its 95 stores in the UK, Ireland, US and Australia.

Retail Assist is a single point of contact for all IT related issues seven days a week, as an extension of Jigsaw’s internal IT team. Improved out of hours service provision is helping Jigsaw store staff to provide a better experience to customers with increased systems uptime.

Retail Assist completed a full Help Desk service transition in just 9 weeks, ahead of the brand’s peak trading period as specified in the project brief.

Paul Owers, IT director at Jigsaw, commented: “Previously, it was a challenge to cover evenings and weekends efficiently and cost-effectively using our own team, as well as our overseas locations, so we looked at options for better scalability as we grow.

“With the benefit of extended first line support from Retail Assist to take care of store IT around the clock, our internal team no longer needs to be ‘on call’ out of hours, and has improved their availability for business-as-usual duties. Retail Assist also has expert knowledge of the retail systems used by Jigsaw, which gave us confidence in their capabilities to support our global store estate.”

Dan Smith, CEO of Retail Assist, added: “We’re delighted to partner with Jigsaw as they lead the way in first-class omnichannel customer experience. Our optimised cost model for managed services is a compelling factor for retailers when they consider their IT support requirements.”