NEWSDIGEST 09
of user support and technical service management in its head offi ce and across its 69-strong cinema estate to Retail Assist. Vue employs 3,000 staff, including 100 at its head offi ce. The objective was to establish a single point of contact across the business for everything IT related, and to formalise all elements of service management by means of structured processes and procedures. Vue Entertainment IT director, Roland Jones, commented: “This new partnership with Retail Assist means our staff will no longer need to think about who they need to call for what. With just one team owning all calls, we can look forward to faster problem resolution and better communication.” Prior to engaging the services of
Retail Assist, Vue used a third party for fi rst-line user support of its Vista
VUE SUPPORTS IT SYSTEMS
V
ue Entertainment, one of the UK’s leading cinema chains, has outsourced the management
Retail Assist got the new service
software solution, while support for other IT systems was provided in- house. Support services needed to be streamlined, both to refl ect Vue’s increased reliance upon IT and to optimise the cost-effectiveness of the operation.
The decision was made to put both elements of service management out to tender; a process from which Retail Assist emerged as winner. “We couldn’t help but be impressed by Retail Assist’s helpdesk. They are used to supporting some of the UK’s largest retail businesses,” continued Jones.
up and running just fi ve weeks after securing the contract, well in time to support Vue’s peak trading over the Christmas holiday period. It is providing retail service desk support between 9am and 12am, 364 days a year, covering fi rst- line support and incident management. Retail Assist owns all support calls until resolution. Using its specialist retail service desk technology, it provides full visibility of support calls, manages required changes and liaises with internal or external teams providing second and third-line support for specifi c hardware, software and services. The provider is also assisting
in the day-to-day management of third-party suppliers and their service level agreements and delivering a full IT service management function encompassing problems, service levels and knowledge, together with service asset and confi guration management in what is its fi rst leisure sector win.
◆ The Best Western Hotel President is the fi rst Web 2.0 hotel in its region to launch an online booking widget for desktops, Facebook and the Web. Powered by WorkLight software, the widget allows customers to check rates, book rooms at a discount and receive notifi cations from the hotel about upcoming promotions through integration with the hotel’s booking systems and marketing promotions database.
MARCH/APRIL 2010 RETAIL TECHNOLOGY
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