Hobbycraft

Jane Turnbull, Hobbycraft’s IT Service Delivery Manager, says, “from a support point of view, our priority was to maintain continuity of service. Our enterprise resource planning system is business critical. We needed to know that we could pick up the phone and get a response”. TNP were ready to make the change as stress-free as possible. Jane says, “TNP’s attitude, mindset and willingness to make it work were exceptional” and continue to remain at that high level.

The head office and distribution centre originally operated from a single site, but in 2011, Footasylum moved the distribution centre to a new location approximately four miles from its head office. In 2012, a third unit was added, meaning Footasylum could better support the added distribution demands of future growth.

Footasylum’s previous supplier wasn’t equipped to cope with their growth demands, and they knew they needed to look elsewhere. It was imperative for them to find a connectivity provider that could deliver high-speed broadband between all main central sites, but also get a high number of stores up and running with broadband in a short space of time. Node4 was able to provide a high-quality solution with the necessary level of technical expertise and support. 

Footasylum was established in 2005 and now covers over 60 high-street stores across the UK. The retailer has made its name as a leading brand selling fashion streetwear and sportswear.

From an IT perspective, Footasylum needed high-speed connectivity across each of its retail sites, a head office and two distribution centres based in Rochdale, Greater Manchester.

“Our contact centre handles around 10,000 calls each week,” explains Gareth Wemyss, Contact Centre Manager at TMTI. “Customers might get in touch because they don’t know how to operate a new device or if they’ve lost the instruction manual for an older appliance. We also deal with more complex issues like software updates or faulty components.”
He continues: “Agents can fix over 80% of customer issues over the phone. This means we play an important role in helping our clients maintain higher margins while protecting the environment by reducing the likelihood of goods ending up in landfill.”