Dave Robertson, Head of IT Managed Services at Phones 4u, said: “Our number one commitment is to deliver customer excellence and the stores rely on IT to help them achieve this. For example, if a printer malfunctions, we can’t print contractual documentation which means an extended stay in the store for our customer and a poor experience for them, something we want to avoid. Servo’s support is vital to ensure that it remains business as usual for us and that we continue to deliver a first class retail service.”
Servo will provide a dedicated Phones 4u line, with a team of call handlers manning the incident desk. Support calls from Phones 4u stores to its own helpdesk will be escalated to one of Servo’s 1,000 engineers as appropriate. Monthly management reports from Servo will provide an accurate overview of its performance against the agreed Service Level Agreement (SLA), as well as proactively identify recurring issues that can be rectified to improve store uptime.
Robertson continues: “We have enjoyed a great working relationship with Servo on various projects for more than five years. When this contract came up for renewal Servo were our natural choice and we were happy to work with them to put in place the right commercial framework to transform this into a successful three-year deal. As a trusted partner that continues to provide a great quality of service we are excited about continuing to evolve the Phones 4u and Servo relationship.”
As well as the new IT hardware support contract, Servo continues to support Phones 4u with IT procurement, warehouse services, store refurbishment and new store openings. It is also working with Phones 4u on a hardware refresh programme.
Steve Taylor, IT Director at Phones 4u said: “Servo is a key player in our sourcing strategy. We have a very good relationship based on an excellent operational level. The extension of the Phones 4u Servo relationship is a positive outcome for both parties and an excellent example of where “smart sourcing” can deliver real value.”
Tony Granelli, Managed Services Director at Servo, said: “Phones 4u’s experience of working with Servo proves how effectively we can meet the specific needs of retailers. We understand the demands this sector faces and our commitment to provide a first-class, flexible service means that Phones 4u can be reassured that their IT will support their stores nationwide.”