Phones 4u: Phones 4u partners with Servo to provide IT hardware Support for UK Stores

Leading high street mobile retailer for the youth market, Phones 4u has signed a three-year deal with Servo to outsource IT hardware support for all of its UK stores. The contract will see Servo support 36,000 devices, including all point of sale and back-office equipment, in more than 500 Phones 4u stores and store-in-stores throughout the UK.

Dave Robertson, Head of IT Managed Services at Phones 4u, said: “Our number one commitment is to deliver customer excellence and the stores rely on IT to help them achieve this. For example, if a printer malfunctions, we can’t print contractual documentation which means an extended stay in the store for our customer and a poor experience for them, something we want to avoid. Servo’s support is vital to ensure that it remains business as usual for us and that we continue to deliver a first class retail service.”

Servo will provide a dedicated Phones 4u line, with a team of call handlers manning the incident desk. Support calls from Phones 4u stores to its own helpdesk will be escalated to one of Servo’s 1,000 engineers as appropriate. Monthly management reports from Servo will provide an accurate overview of its performance against the agreed Service Level Agreement (SLA), as well as proactively identify recurring issues that can be rectified to improve store uptime.

Robertson continues: “We have enjoyed a great working relationship with Servo on various projects for more than five years. When this contract came up for renewal Servo were our natural choice and we were happy to work with them to put in place the right commercial framework to transform this into a successful three-year deal. As a trusted partner that continues to provide a great quality of service we are excited about continuing to evolve the Phones 4u and Servo relationship.”

As well as the new IT hardware support contract, Servo continues to support Phones 4u with IT procurement, warehouse services, store refurbishment and new store openings. It is also working with Phones 4u on a hardware refresh programme.

Steve Taylor, IT Director at Phones 4u said: “Servo is a key player in our sourcing strategy. We have a very good relationship based on an excellent operational level. The extension of the Phones 4u Servo relationship is a positive outcome for both parties and an excellent example of where “smart sourcing” can deliver real value.”

Tony Granelli, Managed Services Director at Servo, said: “Phones 4u’s experience of working with Servo proves how effectively we can meet the specific needs of retailers. We understand the demands this sector faces and our commitment to provide a first-class, flexible service means that Phones 4u can be reassured that their IT will support their stores nationwide.”

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About Servo www.servo.co.uk

Servo plans, manages and optimises all aspects of IT for public and private sector customers across: infrastructure, desktop & application services, managed hosting & cloud services, managed services, and network & communication services. Its many accreditations include Microsoft Gold Partner, Citrix Gold Partner, HP Gold Partner, NetApp Gold Partner and it is a Premier Partner and Premier Hosting Partner for VMware.

Formed through the merger of Servo Computer Services and ICM Managed Availability Services, and part of the Phoenix IT Group, Servo now employs 450 people throughout the UK and has an annual turnover of £89million. 

Servo’s clients include Costain, General Medical Council, Halfords, Mothercare, Nestlé, News International, Phones4u and Thomas Cook, as well as many building societies, universities, healthcare organisations and local authorities.

About Phones 4u

Phones 4u is an independent mobile retailer, offering all networks and handset brands and market leading choice and value. It is part of the Staffordshire-based 4u Group, and the Group CEO is Tim Whiting. Leading the way in the mobile industry through its excellent customer service, award-winning advertising and differentiated in-store experience, Phones 4u has over 500 stores and is still growing. It has recently completed a refresh of its entire store estate, with the focus now on interactivity and making the product the hero. Phones 4u employs circa 6,000 people. 

Phones 4u is a truly unique brand within the mobile sector, with a distinctive customer base. It is the leading independent mobile phone retailer among the youth market and is recognised for its success in engaging with this hard to reach audience through its stand-out marketing, social media and its market leading smartphone range. 

Passionate about its customers and committed to delivering award winning customer excellence every time, Phones 4u has made its customers’ needs the foundation of its business behaviour. Phones 4u was the first mobile retailer to implement NPS and led the industry in making staff accountable for the way they sell and is known for running the largest Ofsted accredited retail apprenticeship programme in the UK. Significant investment in the training and development of its people along with a 'unique to the high street' customer consultation process, delivers quality staff, unrivalled mobile expertise and advice tailored to individual customers’ needs. As a result, 1 in 4 new contract smartphones sold on the high street are through Phones 4u.

http://www.phones4u.co.uk

For further information please contact:

Sarah Miles
Blaze PR
07500 042587
smiles@blaze-pr.co.uk

Carolyn Wojtas
Servo
0844 863 1300
carolyn.wojtas@servo.co.uk