Case Study: UK Retailer achieves flexible, cost-effective managed IT services with PMC

Global ISV partners with PMC to provide flexible Managed IT Service Solution for UK Retailers

UK Retailer, working with PMC, needed a flexible managed IT service model to support its retail software environment while allowing its ISV partner to stay focused on core product development. The challenge was to maintain reliable monitoring, rapid response, and application support across critical store systems without overburdening internal teams.

PMC implemented a white-labelled managed service covering proactive monitoring, alerting, event management, and Level 2 application support, later expanding into DBA and systems integration services. The solution improved service flexibility and reduced costs, with incidents increasingly handled by PMC rising from 40% to 70% over two years; PMC also achieved 99.5% on-time completion of proactive checks and 100% quality performance, helping prevent store disruption and strengthening customer confidence.