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Gemini and KMS fashion a help desk

This article appears in the issue July/Aug 2001 [Volume 10, Issue 7]

In 1859 when Moses Moses founded the clothing company in London that is now called Moss Bros, his motto was “Sell only the best stuff, give only the best service.” Well, many years and many clothing stores later, the company still strives to provide its customers with quality and service. And fulfilling that motto now involves use of sophisticated software that Moses Moses probably could not have imagined.

Moss Bros recently implemented a new help desk solution to support IT companywide. The Gemini Knowledge Server integrates the Internal IT Help Desk from Gemini Affinitas with the Deskartes KM solution from Knowledge Management Software. The solution will enable IT help desk staff at the Moss Bros’ head office in London improve call efficiency in supporting IT user needs at headquarters and at the company’s 200 stores across the United Kingdom.

According to Lance de la Cour, help desk supervisor at Moss Bros, the company assessed a range of integrated help desk and knowledge management solutions and based its decision on the KM capabilities and ease of use of the selected software.“The reason we are able to sustain and increase our already substantial share of the menswear market,” de la Cour says, “is both through strategic geographical expansion and consistent improvement of the products and services we offer our customers, while using the most innovative technology on the market. The Gemini Knowledge Server is proving invaluable in helping us achieve our goals.”

Moss Bros has already begun to see a return on its investment with faster call entry and call resolutions, as well as greater efficiency in overall call handling, according to a recent press release. Help desk employees who might not have had the right information to respond to a question before can now find the answers in the new knowledgebase. Moss Bros incorporates such brand names as Moss Bros, Savoy Taylors Guild, Cecil Gee and The Suit Company.


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