Case Study: Fortune 500 Retailer achieves 75% faster MTTR and expanded store visibility with BigPanda

How BigPanda enabled visionary monitoring for future-focused brick and mortar retailer

The Fortune 500 Retailer, a U.S. rural lifestyle retailer, needed better visibility and less manual effort to support technology-driven in-store experiences like mobile point-of-sale kiosks. Its legacy Evanios-based monitoring covered only part of its environment, lacked context and automation, and left stores and payment systems vulnerable to outages that could last for hours, causing lost revenue.

BigPanda implemented a proof of value during peak holiday season and ran headless alongside ServiceNow to minimize disruption. BigPanda enriched and prioritized tickets, added automation through ServiceNow and Ansible integrations, and extended monitoring visibility across the retailer’s stores; the results included a 75% improvement in MTTR, a 65% reduction in total outages, and about 5 hours saved per incident through auto-remediation.