The winning proposal pipped five other potential service providers to the post, with Retail Response taking on hardware support for more than 400 New Look stores across the UK and Ireland.

The company’s competitive pricing, reliable service, financial stability and consistent year-round SLA compliance were highlighted as major benefits for the New Look IT team, whom Retail Response will act as an extension of. A team of directly employed Field Service Engineers and Leeds-based Service Desk will be on hand to efficiently diagnose faults and ensure the maximum possible up-time for New Look stores.

The Retail Response team will provide support for all of New Look’s retail systems hardware including PEDs, receipt printers, scanners and tills – as well as back-office hardware and comms. All Retail Response service operations are managed and tracked in real-time via the company’s bespoke service management system.

Retail Response’s proactive approach, which involves engineers carrying the correct parts in advance to maximise store systems up-time, was another benefit for New Look. This approach means that a first-time fix is much more likely and the necessary time on site is minimised.

Founded in 1969 in Taunton, Somerset and now based in Weymouth, Dorset, New Look is one of the UK’s biggest and most popular retailers. Retail Response has more than seventeen years’ experience working with high street retailers, having worked with Card Factory, White Stuff, WH Smith and Crew Clothing Co.

Richard Rhodes, managing director at Retail Response comments: “New Look is one of the UK’s most recognised high street names and I’m delighted that they have put their trust in Retail Response to deliver an SLA compliant service which will keep their store hardware running seven days a week. Winning a contract of this size is an enormous credit to the whole team at Retail Response who have worked tirelessly to provide a consistently reliable service to our customers for the last 17 years.”