Omnico partners with Vista to improve the customer journey

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Independent IT services company, Vista Retail Support, will be entering into a partnership with omni-channel software and services provider Omnico Group.

The partnership will see Vista handle Omnico's return merchandise authorisation (RMA) and warehouse along with certain aspects of the installation, move, add, change and disposal (IMACD) services. The outsourcing of RMA operations are planned to commence on 12 September, with the outsourcing of additional services commencing on 3 October.

Omnico has chosen Vista as a partner based on its expertise and the success of previous projects between the two companies. This latest outsourcing project commences as Omnico shifts more focus into software and services, leaving its RMA business in the capable hands of Vista.

The partnership will deliver several key benefits to its customers, whilst enabling Omnico to invest more in its software product suite known as Omnico Commerce. In terms of RMA operations, which largely consists of repairing point of sale (PoS) equipment covered under warranty, customers will receive a greater overall level of service, faster turnaround times and increased reporting and transparency, enabling them to track the status of their devices much more easily.

"We're very excited to be continuing our long and fruitful relationship with Omnico," James Pepper, technical services director at Vista, said. "We're looking forward to streamlining and improving the efficiencies of the company's RMA services, which will be conducted at our recently updated and state-of-the-art repair centre. By using the same system Omnico currently uses, we anticipate the crossover will have a minimal impact on Omnico's customers."

Mike Grace, General Manager Infrastructure Services at Omnico, said. "We're pleased to have Vista on board as we continue to develop and expand our software and services offerings, while continuing full support via our 24/7 helpdesk. We're confident that Vista's expertise will further build on the quality IMACD service we have been providing our customers and the RMA operation will be crucial in supporting our customers under warranty."