“Early preparation has been key for all retailers to ensure support, systems, stock, staff and store layout are ready. Regular testing of back-end systems and functionalities has been another critical step in the preparation process. Volume performance tests have helped identify potential problem areas well in advance and provided time to correct any issues before demand spikes. At PMC, we have worked with customers to understand what they have planned, how we support that and where we can add value. Key areas have included plans for specific events or large-scale promotions; validation of issue escalation paths; any change freeze periods during peak; testing of rarely-used kit and additional reporting requirements. Any additional services that customers only require during Peak have also been tested to ensure resilience. This has been done through database Health-checks, implementation of our Standard Peak Uplift Service, which expands a current cover time and KPIs at Level 1 Support, or set-up of an overflow service for a clients’ internal L1 Helpdesk.”