The Challenge

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.

98%
minimum achievement of SLA target
79%
first-time calls closed over the phone or remotely
100%
of P1 fixes achieved within SLA
71%
of all tickets raised have been resolved by Vista Helpdesk without the need to transfer to a third-party resolver

Why Vista?

Based on our significant experience within the industry and agile approach in providing multiple services in-house, Fraser Hart selected Vista to deliver its complete managed service solution.

The Solution

Vista provides an end-to-end retail IT managed service solution for the Fraser Hart estate within the UK. These services include:

Helpdesk

Fraser Hart’s helpdesk support covers first-line call logging and initial fixes at first point of contact as well as the more complex second and third-line issues. Vista’s helpdesk also manages the relationship with any third-party resolvers which may be required from time-to-time. Primary helpdesk services include:

  • MDM management
  • POS management
  • Hardware fault diagnostics
  • Remote/VPN management
  • Resolver group management
  • Adhoc hardware support and management

Break-fix Support & Maintenance

Vista provides a comprehensive and wide-ranging break-fix service for Fraser Hart. This spans across all in-store technology, including Wi-Fi and infrastructure, EPoS, tablets and back-of-house equipment such as laptops and print facilities, as well as Head Office support.

The range of support provided covers several SLA timescales from Next Business Day to 4-hour on-site fix. Vista works with the in-house IT team at Fraser Hart to ensure minimum downtime across the estate. Using pro-active monitoring and methodology, we ensure that Fraser Hart achieves maximum IT efficiency to keep its stores trading to maximum capability.

Fraser Hart’s break-fix support service includes:

  • Database recovery
  • Hardware support
  • Stock management and SLA/KPI reporting
  • Procurement of profile stock

Project Services

Vista carries out the configuration of site till units and laptops, which includes the installation of Microsoft Office packages and the configuration and installation of laser, receipt and label printers, ensuring that the replacement device is always accessible for the user. In addition, we also monitor the sync services of the stores to ensure that a connection to Head Office is always maintained.

The Result

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)


 

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