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About us
As a proven low-cost, low-risk provider we retain retail clients over the long term through consistent delivery of excellent value service.
A fully integrated, end-to-end service solution eliminates the cost and complexities associated with using multiple providers. A compelling business proposition for retailers needing to reduce costs whilst maintaining high service standards to stores.
Our existing retail clients trust us to deliver consistently reliable and inexpensive service throughout the entire duration of their support contracts. We've been in business for 15 years and will continue to offer great value service long into the future.
Business benefits
Our innovative, integrated and inexpensive end-to-end store systems services are structured to meet the needs of retail businesses under pressure from intense competition. Remote and in-store support services combine to maximise store systems up-time all year round.
A proven, low risk provider we are trusted for consistently dependable service by our retail clients. This extreme service reliability combined with very competitive rates delivers a market leading value proposition.
Consultancy
As a reputable and trusted organisation with extensive experience of hardware, software and services, we are in a unique position to provide independent advice, assisting you to procure the best value retail systems in terms of total cost of ownership.
Project Management
Any retail systems implementation project must be diligently managed to ensure the desired outcome. Vastly experienced and proven over the long-term, our project managers ensure that risk is minimised and all processes are documented to guarantee that any store systems implementation is completed on time and within budget.
Retail Systems Installation
Retail Response provide a reliable and inexpensive store systems installation service throughout the UK and beyond. We work to fully documented installation processes and all activity is carried out by a professional, vastly experienced and appropriately qualified team of engineers. We have proven capability for installation process success, working with some of the UK’s major retailers over a substantial duration. Selecting Retail Response reduces risk and ensures consistent service reliability guaranteeing client satisfaction as a consequence.
Service Desk
Our Service Desk is your store's first point of contact for any support query whether software, hardware or operations related. Calls can be logged with us by phone, internet or email and are handled by a team of high calibre technical analysts with the remote tools, capability and expertise to promptly diagnose and resolve store systems problems. This leads to a resolution in a timely and professional manner, maximising up-time and assisting stores to meet their commercial objectives.
Retail Software Support
With extensive experience of retail applications, we are well positioned to provide first line software support. All it takes is a single call from your store to our UK service desk. All calls are logged on our service management system and a unique call reference is generated – this ensures that all fault information is recorded in a consistently structured, accurate and traceable format. We can enforce timely resolution of second line problems in accordance with SLA, whether through the vendor of the software or another third party.
Retail Hardware Support
Our innovative, proactive and meticulous approach to store support service, utilising a directly employed team of experienced and well trained field engineers, equipped with diagnostic equipment and spare parts, ensures prompt restoration of systems to full working order, minimising down time and consequential loss of revenue.
The effectiveness of our service system is evidenced through consistent first time, on-time fault rectification in compliance with SLA's hence complete satisfaction for our retail clients.
The team at Retail Response have partnered with us to deliver an extremely reliable and cost effective store support service.
David Ainsworth
Head of IT Hotter Shoes
Founded in the early 1990s by Beaconsfield Footwear, Hotter Comfort Shoes have become a leading retailer of stylish shoes with built in comfort. Hotter Comfort Shoes take great pride in delivering the best product to their customers, from the creation in their UK factory to finding the right comfort shoe in one of over 80 stores nationwide. In order to maintain excellent customer service, Hotter Shoes needed a complete end-to-end store support service provider to minimise trading impact caused by store systems faults.
Retail Response were selected in 2014. The service desk provides Hotter stores with fast, friendly and effective telephone support. When equipment defects cannot be rectified remotely, the Retail Response field team is on hand to provide in-store support seven days per week, fifty two weeks per year throughout the UK. Extremely high levels of retailer satisfaction are continually achieved as the full end-to-end support service arrangement eliminates many of the complications and additional costs associated with using multiple providers.
Established back in 1985 White Stuff is one of the most popular British brands on the High Street. In early 2011 Retail Response were selected by White Stuff to provide systems support services to their stores throughout the UK.
The Retail Response service team delivers consistently reliable service which ensures equipment faults are rectified at the first attempt in compliance with documented SLA's. This helps White Stuff to maximise business benefit from their investment in retail systems technology since equipment up-time is consistenly maintained all year round.
An excellent client-supplier relationship has been in place for over eight years as a consequence.
Card Factory, with over 1000 stores throughout the UK, selected Retail Response for the provision of store systems implementation services back in 2014.
This was extended to encompass service desk and in-store systems support once Retail Response had proven their capability to deliver consistently reliable and inexpensive services.
Store systems equipment configuration and testing is carried out at Retail Response facilities in Wetherby prior to installation in Card Factory stores throughout the UK.
In 2017 and 2018 Retail Response partnered with PCMS to deploy the Beanstore solution to over 950 stores and the partnership continues to consistently deliver first class support services to Card Factory stores throughout the UK and beyond.
If you want to find out more about any of Retail Response's services, please use this form to make contact. We'd be delighted to hear from you.
e. info@retail-response.co.uk
i. www.retail-response.co.uk
t. 01937 585511