Specialist retail systems service solutions from Retail Response

 

Our reputation for provision of high standards of service has been earned over the long term. In business for over 13 years we have become trusted partners of our retail clients by consistently delivering really reliable and inexpensive services. High levels of repeat business are transacted as a consequence of our clients satisfaction with the consistent value of our services.

 

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Service Desk

Our Service Desk is your store's first point of contact for any support query whether software, hardware or network related. Calls can be logged with us by phone, internet or email and are dealt with by a team of high calibre technical analysts with the capability to ascertain whether the fault is hardware or software related. This leads to a fix in a timely and professional manner, maximising your store systems up-time. If faults cannot be rectified remotely, an on-site visit from one of our directly employed team of engineers will ensure that your equipment is restored to full working order at the first attempt. Support is available seven days per week and can be tailored to match your needs precisely.

Consultancy

With extensive experience of retail hardware, software and services, we are in a unique position to provide independent advice, enabling you to procure the best value store systems in terms of total cost of ownership. We have the knowledge and experience to assess the features, strengths and weaknesses of systems from various vendors. This added to our proven capability to deploy and maintain your store systems equipment, offers you a helping hand when you need to be sure you make the right decision.

Project Management

Over the years we've learned that diligent planning and control are critical to the success of any project which involves changes to store systems. A well-structured, documented and executed installation process reduces business disruption and the probability of unnecessary service intervention as well as increasing the equipment life-span. Extensive experience and high calibre directly employed staff enable us to ensure that your installation is completed on time and under budget.

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PCI compliant warehousing and staging

We recognise that retail business critical store systems require high standard support services to maximise up-time. With this in mind, we have a centrally located secure warehouse which facilitates the constant replenishment of field engineer service stock, enabling consistently prompt first time fixes across the UK. We also have dedicated retail systems configuration workshop facilities, where equipment is assembled and tested ready for installation in-store. All systems equipment is recorded on our in-house SMS to facilitate tracking and assist with ongoing service management. To gain PCI accreditation our secure storage, shipping, installation and support service processes have been audited by an approved QSA and certified for P2PE compliance. Consequently we can help you by providing competent, secure and exceptionally good value P2PE compliant services for payment systems in stores throughout the UK and beyond.

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Retail Systems Installation

Retail Response provide a comprehensive, reliable and inexpensive installation service throughout the UK and Europe. We work to a fully documented installation process, ensuring consistency and years of trouble free operation. Choosing Retail Response reduces risk, ensures complete peace of mind, and guarantees satisfaction as we are singularly responsible for all elements of the installation service. This procedure is carried out by an experienced, qualified and professional team of engineers. We have proven capability for the installation process, working with some of the UK's major retailers over a substantial duration of time. For further details, see our Case Studies section. We use the latest industry tools to offer customers comprehensive Wi-Fi network planning and installation services. In addition to this we can offer on site support to rectify problems with existing WLANs.

Retail Software Support

With comprehensive knowledge and vast experience of EPoS and back office applications, we are providers of consistently reliable store first and second line software support. All it takes is a single call from your store to a UK based retail service desk number. Support is available seven days per week, fifty-two weeks per year. All calls are logged on our bespoke  service management system ensuring that all fault information is recorded in a consistently structured, accurate and traceable format. We can manage timely resolution of third line problems in accordance with SLA, whether through the software vendor or another third party.

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Retail Hardware Support

A proactive service methodology consistently enables prompt first time on-time fault rectification in accordance with documented client Service Level Agreements. We deliver this consistently high standard of service via our directly employed team of vastly experienced and well trained specialist field engineers who are supported by our central logistics team. Continual replenishment of stock in advance of fault calls being logged means we consistently hit our retail client SLA's. If the client requirement encompasses PED's our in store support services are certified for P2PE compliance by an independent QSA. Long and harmonious business relationships with a variety of major retailers throughout the UK and Europe are testament to the effectiveness of our store support service system.