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Maintaining a Reliable and Resilient Store Estate

Monsoon Accessorize and PMC

Over a Decade of Store Technology Support

PMC has supported Monsoon Accessorize’s store technology estate for more than a decade, providing specialist expertise in monitoring, automation and legacy system management.

2,000+ Incidents Prevented Annually

Automated monitoring and remediation help prevent technical issues from becoming operational incidents in stores.

Continuous Improvement Through Automation

PMC’s Raptor technology has helped improve the reliability and resilience of the store estate, even as underlying hardware and software have aged.

Challenge

Monsoon Accessorize operates a large estate of retail stores, where reliable transactional systems are essential to delivering a consistent customer experience.

Like many established retailers, the business has operated with a mixture of legacy hardware and software, presenting an ongoing challenge in maintaining availability, managing technical issues and deploying changes safely across the estate.

As Monsoon Accessorize has evolved its technology and service management approach, the priority has been to maintain a stable and resilient store environment while continually improving operational efficiency and reducing avoidable incidents.

Approach

PMC has provided specialist support for Monsoon Accessorize’s store technology estate for more than a decade, with a particular focus on proactive monitoring, automated remediation and the controlled deployment of software changes.

An important part of this relationship has been PMC’s continued development and application of its Raptor monitoring technology.

Rather than relying solely on reactive incident management, PMC has worked to identify recurring technical issues and develop automated procedures that prevent or resolve problems before they impact store operations.

This incremental approach to continuous improvement has been particularly valuable in extending the reliable operating life of established store technologies.

More recently, Monsoon Accessorize has continued to evolve its store technology service model, introducing innovative approaches to how it engages with and supports its store teams. PMC has supported this evolution through continued monitoring, automation and technical management of the legacy estate, maintaining stability and resilience.

Solution

PMC’s Raptor remote monitoring and management platform has been deployed across the transactional technology estate since 2018.

Raptor provides continuous monitoring of devices and software, identifying technical conditions that could lead to service disruption and, where possible, resolving them automatically.

Over time, PMC has refined and extended its automated procedures, addressing recurring issues and reducing the need for manual intervention.

The platform also supports the controlled distribution and management of software updates across the store estate, helping Monsoon Accessorize maintain consistency and reduce the operational risks associated with change.

This combination of proactive monitoring, automated remediation and specialist technical knowledge has played an important role in maintaining the stability of the legacy POS environment.

Outcome

The relationship has delivered sustained operational benefits:

A stable and resilient store estate – maintaining reliable store operations despite the challenges of ageing hardware and software.
Over 2,000 incidents prevented annually – through proactive identification and automated resolution of technical issues.
Over 20 million automated procedures annually – demonstrating the scale of monitoring and automation across the estate.
Continuous operational improvement – addressing recurring technical problems through refinement of automated procedures.
Controlled software management – supporting reliable deployment of fixes and updates across stores.
An evolving service model – enabling Monsoon Accessorize to modernise its approach to store support while retaining PMC’s specialist technology capabilities.

Customer Quote

PMC has supported our store technology estate for many years, and they’ve played an important role in helping us maintain a stable and resilient operating environment, even as some of our underlying hardware and software has aged.

Their Raptor monitoring technology, and the continuous improvement of the automation behind it, have helped us prevent incidents and reduce the operational impact of technical issues on our stores.

As we’ve evolved our own service management model, we’ve continued to value PMC’s specialist expertise in monitoring and managing our legacy estate. They’ve been a reliable and trusted partner in helping us keep our stores trading.