This
decision was taken in September last year and
the project, completed within 8 weeks, has been
successfully operational since November 2006.
Les Thomas, IT Director for instore, who operate
under both the instore and Poundstretcher brands,
commented “This was a big decision for us,
as it involved transferring staff and potential
major disruption to the stores. We are delighted
with the results and our call levels have reduced
significantly because of the azurri experience
and focus.
In-house it was a struggle as we juggled a constantly
changing workforce, resulting in lack of consistency
in terms of reliability and knowledge transfer.
azurri was able to introduce new procedures, including
home working for some of the team.”
Amanda Smith, Head of instore Help Desk, said,
“We had obvious concerns regarding this
move but Ian Derbyshire, who heads up the azurri
Help Desk Services operation, managed the transfer
brilliantly. We are a much more motivated team
and are all enjoying high levels of job satisfaction,
both in terms of servicing the stores and the
azurri culture.”
Diana San Juan, the founder of azurri, commented,
“The instore contract is a major milestone
for us as we now have two large customers that
use azurri to handle all of their store issues,
not just PoS. This is a service that I believe
will be a major factor in our growth as more Retailers
take confidence from the experiences of instore
and Motorworld.
We believe that we are unique in our comprehensive
store service as other support companies tend
to be either IT or property related.”
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