Renowned for its collectible jewellery and luxury shopping experience, Fraser Hart is one of the UK’s leading jewellers. Since its origins in Glasgow in 1936, the brand has continued to grow from strength to strength and now operates 40 shops nationwide.
Fraser Hart went in search of a retail IT managed service provider, with the scope of services to include first and second-line helpdesk, the management of third-party resolver groups, break-fix support and maintenance, the procurement of hardware, and multiple project services across their entire UK estate.
Vista is proud to have established a fantastic relationship with Fraser Hart’s busiest stores over the last three years. Vista’s helpdesk now takes all first-line calls from all Fraser Hart stores, supporting all on-site hardware and managing calls seamlessly through first and second-line triage, through to engineer visit if the issue cannot be resolved remotely.
Our dedication to Continuous Service Improvement has enabled us to work both collaboratively and coherently, prioritising several tasks through to successful delivery.
“Vista has transformed our ability to react to our business. Our IT Team are now able to explore our results to any level of detail, finding what has driven incidents and mitigating them efficiently, whether they were expected or not. We’ve found it liberating to be freed from the daily traditional tasks to concentrate our resources on moving the business forward.”
– Keith Baxter, CIO (Fraser Hart)
“Fraser Hart is a forward-thinking and pro-active organisation to work with and is always looking to maximise our partnership to ensure a slick IT delivery for its stores. Through our partnership approach, we work together to ensure that the services that are required by stores for their support are delivered effectively and efficiently with a positive can-do approach to service.
The approach to service between Vista and Fraser Hart is the definition of an extended IT team and is a partnership that continues to grow organically because of this approach.”
– Account Manager (Vista)