Phones 4U has signed a three-year deal with IT service management company Servo to manage its IT hardware support for all of its UK stores.
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The contract will see Servo support 36,000 devices, including all point of sale and back-office equipment, in around 500 Phones 4U stores and its store-in-stores.
Servo will provide a dedicated Phones 4U line, with a team of call handlers manning the incident desk, and support calls will be escalated to one of Servo’s 1,000 engineers.
Monthly management reports from Servo will provide an accurate overview of its performance against the agreed Service Level Agreement (SLA), as well as identifying recurring issues that can be rectified to improve store uptime.
Phones 4U head of IT managed services Dave Robertson 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 already provides support for 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.