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Case studies

Driving In-Store Excellence For B&M Through POS Transformation

Zero-touch POS transformation

Automated deployment enabling B&M to transition from legacy to new POS environments overnight.

Hardware and software modernisation at scale

Automated hardware build and POS software rollout delivered across 790+ stores.

Faster delivery with lower risk

POS software migration delivered outside of trading hours, including automated rollback mechanism, removing the need for in-store presence, on-site engineering visits and purchasing of additional hardware.

Challenge

Transforming POS Across 790+ Stores Without Disruption

B&M operates one of the UK’s largest value retail estates, where technology reliability is fundamental to maintaining operational performance and customer experience.

As part of its ongoing investment in store technology, B&M embarked on a major POS transformation programme covering both hardware refurbishment and software upgrades.

Traditional deployment approaches, involving manual builds, engineer visits and store-level intervention, which would have created increased levels of disruption and cost. B&M needed a partner capable of delivering a repeatable, automated and low-risk model for upgrading POS technology at scale.

Approach

Building The Foundations

PMC has partnered with B&M for over seven years as its Managed Services technology partner, providing technical Application Support, Remote Monitoring & Automation and Remote Deployment services; acting as a trusted extension of B&M’s internal IT team. This long-standing relationship enabled PMC to play a critical role in delivering B&M’s POS transformation programme at scale.

The programme began with a large-scale POS hardware refurbishment initiative. PMC developed an automated build and configuration process that standardised hardware across the estate and dramatically accelerated deployment timelines.

This reduced the time required to build and configure POS hardware from two days per store to just four hours, enabling B&M to deliver hardware transformation across hundreds of stores over an extended rollout period. Crucially, this programme created a stable, standardised platform for the subsequent POS software upgrade, whilst increasing the level of agility available to B&M when it comes to delivery of hardware upgrades and the opening of new stores.

Enabling Zero-Touch Deployment

Building on this foundation, PMC designed a fully automated model for deploying POS software upgrades.

Using Raptor, PMC’s best-of-breed retail Remote Monitoring, Automation and Deployment solution for Retail, upgrades were centrally scheduled, deployed and monitored across multiple stores each evening. All deployments were delivered remotely and overnight, requiring minimal input from store teams.

This approach enabled B&M to transition from old to new POS environments overnight, with:

No disruption to trading
No requirement for additional hardware (such as hard drives)
No need to send engineers into stores, either during trading hours or overnight

Solution

Scalable Automation for Retail

PMC delivered a zero-touch, automation-led POS transformation model tailored to the realities of large-scale retail estates.

By combining automated hardware builds, centralised software deployment and real-time monitoring through Raptor, PMC provided B&M with a consistent, repeatable and scalable approach to store technology transformation.

The programme was delivered through close collaboration between PMC’s UK and India-based teams, drawing on over 25+ years of experience delivering technology transformation for retail businesses. This ensured upgrades were executed with precision, consistency and pace across the entire estate.

PMC have proven experience with delivering POS solutions. Their collaboration and seamless coordination with our other service provider and B&M staff have been exemplary. The synergy in communication and a joined up working approach across the board has significantly enhanced our operational efficiency, enabling remarkable progress with this project.

David Laithwaite

Implementation Services Manager at B&M

Outcome

Streamlined POS Transformation Across the Estate

Through PMC’s automated approach, B&M successfully modernised its POS environment across hundreds of stores with minimal operational risk.

The combined hardware and software upgrades have created a more reliable, standardised and maintainable POS platform, reducing faults associated with legacy systems and improving the experience for store colleagues.

In addition, PMC introduced and automated the majority of post-deployment checks, an enhancement not originally in scope. This simplified and shortened the post-upgrade validation process, significantly reducing the time B&M teams spend supporting and confirming upgrade success.

Most importantly, PMC enabled B&M to deliver large-scale POS transformation:

Faster than traditional deployment models
At significantly lower cost
Without disrupting customers or store operations
With reduced post-upgrade validation time and operational overhead

The programme now provides B&M with a scalable foundation for future technology change, supporting its ongoing focus on operational excellence across its store estate.

We’ve seen PMC rise to the challenge, proactively plan for the narrow time window and ramp up resources to ensure the work gets done on time. In this regard, we know that we can trust PMC to do what’s best for our business.