Aton beyond support: redefining fashion retail assistance
10/06/2024
Today, talking about omnichannel is essential: in the world of Fashion Retail, everything that happens offline must be reflected online. In this context, there are those who work behind the scenes to ensure that every element remains fully operational — creating a seamless and consistent customer experience across multiple touchpoints.
The strategic goals of the brands we work with are also Aton’s goals. We operate in the B2B channel to ensure business continuity — going far beyond the traditional definition of “support”. We stand alongside our clients because understanding each brand’s processes and logic is essential to us. Our aim is to deliver the highest level of service while enabling people to work at their best, every single day.
Technological evolution has allowed us to get closer to our clients through innovative support solutions tailored to the fast-moving world of fashion. Customer experience must be omnichannel — and so must support. It needs to be accessible through every possible channel, wherever our Store Manager may be.
Aton’s Global Store Assistants have a deep understanding of retail processes, delivering services that cover the entire store lifecycle — from planning and on-site support during store openings to the coordination of daily operations. They work to ensure that the agreed targets with our clients’ sales management teams are consistently achieved.
Being the single point of contact allows store staff to quickly access the information they need — whether it’s training-related, helping to ease the impact of staff turnover, or IT/application-related, an area where they’re not expected to have expertise. The human side of Aton’s Service Desk is strengthened by the presence of a Service Manager, who supports clients with a consultative approach — sharing insights, analysing needs, and actively proposing targeted actions to drive change management projects. These initiatives begin with the involvement of the people working on the shop floor, building long-term relationships based on trust.
For us, support in the fashion world is defined by one essential and distinctive element: empathy — the ability to step into the shoes of those who seek assistance. This mindset enables us to deliver highly personalised services, tailored to the specific sector, geography, and organisational model of each retail network we serve, ensuring operational continuity and the long-term success of our clients’ businesses.
