pixel
Share
x

Aton Service Desk: the heart of our IT support for retailers and shops

22/03/2019
Retail
Sectors
Service Desk
Categories

IT support for retailers and shops: the importance of the Service Desk

“Hello, I’ve got a long queue of customers in front of me and the cash till won’t print the receipt… What must I do?”

“Hello! This is Silvia from the Venice store, I don’t seem to be able to apply the discount to the skirt in promotion this weekend… Can you help me?

“Hello, this is Concetta, the POS terminal keeps not allowing the transaction, the authorisation is denied.. I don’t understand why…”.

Routine operations like printing a receipt, applying a particular discount or cashing in via POS terminal may unexpectedly become blocking ones which, if not promptly managed, will negatively influence the consumer’s shopping experience or even the purchase itself. Let us think about Christmas Eve or the hectic Black Friday, when everybody runs about to purchase every kind of goods: transaction success and customers’ positive impressions are more than ever at stake.

Remaining stuck is out of the question.

Every minute can be costly: the customer will leave the store without having acquired anything or maybe will conclude the purchase, but will never come back… which may be even worse. Therefore any issue that should come up must be solved as soon as possible.

What to do? We are not certainly talking about one or two stores…

Your IT/operations team would soon find themselves overwhelmed by millions of requests, glued to the phone for the whole day. And what about if it should happen during the weekend? A completely new chapter would open up.

How to provide high-level IT support?

That is why a structured team, able to speak the shop assistant’s language, available during the whole of the store opening hours, 7 days a week but, above all, knowing the various cash systems, like Cegid, Oracle, Microsoft, and the IT infrastructure of that particular store can really make the difference.
Any worry or concern related to assistance activities is entrusted to what can be defined as an extension of the company’s HQ’s, therefore allowing you to:

  • provide customers with a purchase experience which turns out to be positive, unique and (un)repeatable
  • rely on store staff who will be ready to invest all their energy on sales (and not becoming desperate because the cash till is not printing the receipt and the store is about to close)
  • free IT/operations internal resources from repetitive and burdensome assistance

In a continuously evolving scenario, where physical retail integrates digital and consumer’s expectations become more and more omnichannel, the need to have increasingly flowing processes and an excellent customer service level is an aspect brands must absolutely take into consideration.

Follow us to learn more!

ATONEWS
People at the centre
IA - Aton
Tech
Cristiano Negri
Journey through AI with Aton: 7 Game-Changing AI Use Cases
12/12/2023
Learn more
Great Place To Work 2023 - Aton
People
Giulia Stefano
Aton certified Great Place To Work for the fifth year
20/07/2023
Learn more
aton-b-corp-img
People·Planet·Prosperity
Anna Manfè
Italian B Corp Community welcomes Aton
20/04/2023
Learn more
aton-storia-img
People·Planet·Prosperity
Giulia Stefano
Aton’s history and values: interview with Giorgio De Nardi
14/04/2023
Learn more
Aton B Corp
People·Planet·Prosperity
Tania Zanatta
Aton is a certificated B Corp
03/03/2023
Learn more
business-continuity-servizi-strumenti-aton-img
Tech
Giulia Smeazzetto
Services and tools to ensure Business Continuity
23/02/2023
Learn more
CASE STUDY
Here are some of our experiences
Read

Moncler

Fashion Service Desk
Aton ServiceDesk is also behind the scenes in the first Boutique entirely dedicated to the Moncler Enfant collection, opened at the historic premises in Milan, Via della Spiga 7, which has been…
Discover more
Read
safilo-banner-img

Safilo

Fashion Omnichannel Sales
Currently, over 5,000 points of sale, mainly in EMEA (Europe, Middle East and Africa) and Latin America profit from SMILE, a business model created by Safilo and designed to automatically manage restocking, increase…
Discover more
Read
kering-eyewear-banner-img

Kering Eyewear

Fashion Omnichannel Sales
For brands operating in the eyewear world, protagonists these days at the MIDO, the greatest internatinal event for the eyewear industry (Milan, 24th-26th February), wholesalers’ sales and…
Discover more
Read
Salewa

Salewa

Fashion Service Desk
A single point of contact and responsibility to which refer for any criticality related to hardware and software infrastructure management.
Discover more
Read
acca-kappa-banner-img

Acca Kappa

Food & Consumer Goods Omnichannel Sales
An enterprise in the very heart of Treviso, historic brand of excellence in the creation of perfumes, professional brushes and products for body care and wellness for 150 years: that is…
Discover more
Read
poltrona-frau-banner-img

Poltrona Frau

Fashion Supply Chain Solutions
Today, 10th November, the yearly European appointment on RFIP has taken place: l’RFID Journal LIVE! Europe. In such site, Roberto Boselli, Poltrona Frau CIO…
Discover more