Formed in 1959, Welcome Break is one of the largest independent motorway services operators in the UK. With over 30 service areas and hotels, boasting world-renowned franchises such as KFC, Starbucks and Waitrose, Welcome Break attracts over 85 million visitors per year.
As a business that’s open 24 hours a day, 365 days a year – reliable and cost-effective IT support is a necessity for Welcome Break. In early 2015 Welcome Break undertook a review of its Pos and back office support service arrangements and identified a requirement for a proven and consistent IT support provider. Retail Response were selected due to our vast experience of supporting retail and hospitality customers for the last 15 years, with an on-site service that is both reliable and cost-effective.
Retail Response are on-call 24 hours a day, 365 days a year, with our team of directly employed, well-equipped and fully-trained engineers ready to attend any Welcome Break sites to promptly resolve any faults.
As a testament to Retail Response’s success, our support profile has expanded over the years and we now also support Welcome Break’s in-store scanning equipment, video walls, and brand-new Nexus kitchen management system. Retail Response is also Welcome Break’s chosen provider for Pos and back-office installations at new site openings.
In 2019 Welcome Break looked to move closer to an end-to-end service with Retail Response and moved their in-house 1st-line service desk over to our UK-based call-centre in Wetherby. We now take over 2,000 calls per month for Welcome Break, with sites able to log issues over the phone, via email, and instant messenger.