Independent PMSi survey scores UK-based company Vista Technology Support 9.8 out of 10

Vista Technology Support recently appointed independent industry analysts PMSi to complete a market survey interviewing its tier 1 and tier 2 customers in retail and hospitality businesses. The survey also included tier 1 retailers that are currently not Vista customers.

The result of the survey was a 9.8 out of a possible 10 and Vista outperformed its competitors in several areas, including the unique capability to provide a full end-to-end suite of IT services to its customers.

Its customers enjoy a unique opportunity to have all their in-store and restaurant technology installed and supported by highly experienced colleagues. 

Key strengths that were identified by Vista’s counters were engineering capabilities, service quality, account management, competitive pricing, national scale, agility and reliability as a trusted provider.

Vista’s in-house UK based Service Desk team monitors the performance of their customers’ IT assets, and when an issue is identified, Vista’s Service Desk analysts find solutions by discovering the root cause and remotely resolving the issue without disruption to the store or restaurant colleagues.

If the issue requires a field service engineer to attend the store or restaurant, the Service Desk seamlessly transfer the incident through one ITSM to their colleagues in Vista’s impressive field service engineering team.

With an expansive open office environment, Vista comfortably operates at a substantial scale.

The office layout was specifically designed with end-to-end IT services and ITIL processes in mind, where all teams - Service Desk, Client Services, Engineering Control, Warehouse and Logistics and Technical Support, operate in a seamless and cohesive flow.

All heads of these departments are located within a three metre radius of each other; this allows department colleagues access to real-time updates including live dashboards and open communication channels to provide a total end-to-end IT service. 

James Pepper, CEO at Vista, comments: “We are very pleased that our focus and commitment to our valued customers is paying off with great customer feedback.”

”Over the last 12 months we’ve seen a shift from customers wanting fixed sets of contractual SLA measures, to customers wanting a much broader suite of insights and more emphasis on end user customer sentiment.”

“The shift is all about improving the service user’s digital experience and journey. Vista has embraced this change and appointed key roles within the business, including the appointment of Sarah Jones, Director of Customer Success.”

“Our customers have really embraced this approach and it’s produced a substantial number of insights which have triggered both joint and customer lead initiatives which will enhance the IT user’s digital experience.

Vista Technology Support is the largest independent provider of retail and hospitality technology services in the UK and Ireland.

Trusted by over 120 retail, hospitality, and pharmacy businesses, it specialises in delivering technology transformation projects and providing ongoing IT support services.

The company currently oversees and supports over 250,000 Points of Sale, self-service kiosks, and back-office IT systems. Its comprehensive suite of services encompasses a wide range of in-store technologies, network infrastructure, and warehouse technology.