PMC

Enhancing Performance and Security through Strategic Database Migration

Challenge
In 2020, a prominent player in the customer-facing services industry tasked PMC with upgrading their legacy applications and database servers to modern systems, focusing on performance improvement and security enhancement, all while minimising downtime.

Key challenges included:

• Upgrade Path: The legacy database was crucial to key business functions and required a two-step upgrade due to its outdated state. The system had no direct upgrade path to the latest version, demanding careful planning to avoid disruption.

• Database Size: The large database required a strategy to minimise downtime during migration.

Approach
PMC implemented a five-phase roadmap to ensure a smooth upgrade: discovery, design, build, migration, and optimisation. The approach focused on:

• Replication and Compatibility: Ensuring stable database replication and backward compatibility during the upgrade.

• Security Enhancements: Implementing security measures such as Windows Integrated Authentication using Kerberos.

• Performance Monitoring: Establishing performance baselines and using Query Store to maintain stability.

• Code Upgrades: Updating SQL code to address deprecated syntax incompatible with the new database version.

• Minimising Application Changes: Reducing application code changes with client aliases.

PMC provided 24/7 support throughout the process, ensuring the legacy system remained operational while the upgrade took place. This approach also included backup, recovery, and disaster recovery testing to reduce risks.

Solution
PMC executed the migration using differential backups to minimise downtime. The first step involved a full backup, followed by a final differential backup on the go-live date. After the migration, Query Store was used to detect and address query performance issues caused by optimiser changes. A detailed migration runbook was created and shared with stakeholders to ensure transparency.

Outcome
The migration was successfully completed with outstanding results:

• Minimal Downtime: The migration was executed with minimal disruption to operations.

• Improved System Resilience: Post-migration, there were no further performance-related tickets, demonstrating improved system reliability.

• Commitment to Excellence: Over the last four years, PMC has maintained a 99.9% SLA for this client, showcasing the consistency and quality of service delivery.

Transforming Legacy Systems for Enhanced User Experience

Challenge

A leading consumer-facing business relied on a legacy desktop application to manage key Contact Centre operations, including sales, product reservations, and refunds. However, the system’s inefficiencies, limited features, and outdated design led to operational delays and user frustrations. As customer interactions grew, the application’s inability to scale exacerbated these issues, directly impacting customer satisfaction. Recognising the need for a transformative overhaul, the company turned to PMC to modernise their legacy system into a robust, scalable, and user-friendly web application.

Approach

PMC adopted a phased and collaborative approach to ensure a seamless transformation:

- Phased Transition: Essential features were replicated first, with enhancements rolled out based on user feedback to ensure minimal disruption.

- Operational Continuity: The legacy system remained fully operational throughout the modernisation, meeting the client’s requirement for uninterrupted service.

- Modern Technologies: Advanced tools and a scalable architecture were employed to future-proof the new system.

- Agile Collaboration: An agile, cross-functional team worked closely with the client, delivering progress in two-week sprints, enabling regular feedback and alignment with user needs.

- Testing and Security: Robust testing protocols and enhanced security measures ensured the system’s reliability and compliance with modern standards.

Outcomes

The transition to a modern web application brought significant improvements to the client’s operations:

- Streamlined Product Management: Processes for booking, amending, and cancelling products became faster and more efficient.

- User-Friendly Interface: An intuitive design reduced training requirements and boosted user satisfaction.

- Expanded Functionality: The system now supports additional sales capabilities, such as gift vouchers.

- Enhanced Security: A retail gateway introduced advanced protections, safeguarding customer data and ensuring compliance.

- Improved User Management: Tools for adding, modifying, and deleting users improved control and efficiency.

Ongoing Success

Since its launch, the application has undergone 20 updates, consistently enhancing features and performance. By adopting modern technologies, the company now operates a scalable, resilient platform, ensuring it meets growing demands and continues to deliver exceptional customer experiences.

Ensuring Reliable Online Ordering for Pizza Hut’s 30-Minute Delivery Promise

Website Dependency

With 38% of Pizza Hut UK's home delivery business relying on online orders, a smooth website experience is vital for customer satisfaction.

Scale of Operations

Operating 700 stores and employing 16,000 people across the UK, Pizza Hut depends on flawless digital services to deliver consistently.

Frequent Updates

Updates to the website every eight weeks demand rigorous testing of complex menu options, such as "half-and-half" pizzas and limited-time offers.

Challenge

Delivering seamless web functionality amidst frequent updates

For Pizza Hut UK, a reliable website is essential to maintain its 30-minute delivery promise. With 38% of home delivery orders placed online, the site must operate seamlessly to meet customer expectations for hot and timely deliveries. Frequent updates every eight weeks, alongside a diverse menu and promotions, added complexity to the testing requirements.

Approach

Tailored testing for dynamic updates

Pizza Hut’s frequent menu changes and promotions required custom web development and User Acceptance Testing (UAT). PMC provided thorough UAT, testing all pizza combinations, ‘Everyday Value Deals,’ and ‘half-and-half’ options to ensure smooth functionality. Tests were conducted across all major browsers—Internet Explorer, Firefox, Safari, and Chrome—to guarantee consistency in the user experience.

Solution

Bespoke testing ensures uninterrupted service

PMC performed comprehensive testing two weeks before each website update. This included testing all products, features, and promotional offers to ensure customers experienced no disruptions while ordering. The rigorous testing process ensured a smooth and intuitive interface across all browsers, meeting Pizza Hut’s high standards for reliability.

Outcome

Consistent performance during peak times

Thanks to PMC’s expertise, Pizza Hut’s website maintained flawless performance, even during high-traffic periods. Martin Kitwood, IT Director at Pizza Hut, highlighted the importance of reliable testing, noting that any failures could negatively impact both customers and franchise operations.

John Zray also commended PMC’s efficiency, stating that their expertise sped up implementation and minimized disruption. Confident in PMC’s testing capabilities, Pizza Hut plans to further expand its online ordering channels, knowing their rigorous testing program will continue to support their success.

The Health Lottery partners with PMC for cost-effective and responsive testing services

Operational efficiency
Streamlined testing processes with a dedicated resource model, delivering cost-effective and responsive solutions.

Partnership transition
Smooth transition to a dedicated testing resource, aligned with evolving strategic needs.

Service quality
Consistently high-quality testing services driven by an in-depth understanding of client operations.

Challenge
Meeting the testing needs of a health-focused initiative
Since its launch in September 2011, The Health Lottery has focused on tackling health inequalities across Great Britain. Operating on behalf of six society lotteries, it collaborates with the People’s Health Trust to fund grassroots health initiatives, raising over £132 million to support essential wellness programs.

PMC was initially engaged to provide comprehensive testing services for The Health Lottery’s launch, covering functional and integration testing for retail terminals and website features. Following a successful go-live, PMC continued providing transactional testing on a project-by-project basis. However, the sporadic nature of these engagements, coupled with shifting demands, posed challenges in maintaining consistent resource allocation and driving continuous improvement.

Approach
A dedicated testing partner for evolving needs
To overcome these challenges, The Health Lottery adopted a more strategic approach by integrating PMC’s testing capabilities on an ongoing basis. A dedicated resource from PMC’s Testing team was assigned to support their operations, ensuring a thorough understanding of their unique needs.

Solution
Tailored and efficient testing services
The introduction of a dedicated testing resource enabled PMC to deliver high-quality testing services precisely tailored to The Health Lottery’s requirements. This proactive approach improved efficiency and responsiveness, ensuring alignment with the organisation’s strategic goals while addressing their operational needs.

Outcome
Improved efficiency and enhanced focus
The partnership with PMC has significantly enhanced The Health Lottery’s testing processes, resulting in greater operational efficiency and service quality. With a dedicated testing resource, The Health Lottery benefits from reliable, timely testing services and the agility to adapt to new requirements. This collaboration underpins their mission to reduce health inequalities and support public health initiatives across Great Britain.

Rescuing a Failing Store Systems Overhaul for a Luxury Retailer

Background
A leading luxury department store chain launched a transformation to upgrade its Point of Sale (POS) systems, enhance reporting, and improve loss prevention. However, the project faced significant challenges due to a complex environment involving multiple brands, vendors, and payment devices.

Challenge
The project encountered several issues:

• Crisis Management: The initiative was delayed, lacked clear ownership, and had incomplete plans. Staff turnover, internal resistance, and restructuring compounded the problem.

• Complex Retail Environment: Different department stores had unique needs, making system integration challenging, particularly for payment devices.

• Data Fragmentation: Over 100 separate reports led to inefficiencies and inconsistent data.

• Diverse Stakeholder Expectations: The project needed to meet the requirements of multiple internal teams (retail, marketing, finance) and external vendors.

Approach
PMC adopted a structured approach to address these challenges:

• Project Review and Crisis Management

• Improved Governance and Communication

• Stakeholder Management and Prioritization

• Simplified Reporting

• System Integration and Coordination

Solution
PMC’s deep expertise in retail systems and project turnaround positioned it perfectly for this transformation. A thorough review allowed the creation of a recovery roadmap with a strong governance framework to ensure ownership and accountability. Communication with stakeholders was kept transparent, fostering trust and managing expectations. By focusing on immediate priorities and deferring non-critical tasks, PMC drove the project to success.

Outcome

• Successful System Implementation

• Business Impact

• Enhanced Collaboration

Long-Term Impact
The new systems enhanced operational efficiency, faster transactions, better customer service, and improved loss prevention. PMC's ongoing support has maintained the retailer's success, with a strong relationship continuing beyond the project.

Enabling SuperGroup’s Global Growth with a New Finance System

Global Presence
740 branded stores in 61 countries
Stakeholder Alignment
Consensus was achieved through in-depth stakeholder interviews and collaborative requirement gathering.
Market Expertise
Vendor evaluation and shortlisting led by PMC’s retail industry expertise.

Challenge
Upgrading core business systems to support global expansion
SuperGroup, a leading UK retailer renowned for its Superdry fashion brand, required an upgrade to its core business systems to sustain its rapid growth. With 740 branded stores in 61 countries, international eCommerce platforms, and wholesale operations in over 100 countries, choosing the right finance application became essential. Due to internal resource constraints, SuperGroup enlisted an independent partner to oversee the selection and implementation process.

Approach
A structured and expert-led finance system selection process
To support SuperGroup’s goals, PMC was engaged to guide the selection of a new finance system. PMC’s industry knowledge steered the process from beginning to end, ensuring the system met both current needs and future objectives.

Key steps included:

• Stakeholder Alignment & Requirements Gathering

• Market Expertise & Vendor Shortlisting

• Comprehensive Supplier Evaluation

Solution
Selecting a finance system that supports global operations
After careful evaluation, SuperGroup chose a robust finance system that offered scalability, efficiency, and real-time financial insights. The selected solution provided:

• Seamless integration

• Real-time financial reporting

• Scalable architecture

PMC’s consultants continued to offer guidance throughout the implementation phase, ensuring the smooth deployment of the system.

Outcome
Building a strong foundation for sustained global growth
By following PMC’s structured approach, SuperGroup’s Selection Board made an informed, evidence-driven decision that supports their ambitious growth goals. The new finance system delivered:

• Increased operational efficiency

• Improved decision-making

• Scalability to support global operations

This solution set SuperGroup up for continued success in its global expansion efforts.

Rapid Achievement of Multi-Territory Fiscal Compliance Across All Locations

Swift Deployment
PMC completed the project in just four months, with the UK and France going live on the same day.
Adaptable ePOS
The Graphene platform delivered fiscal compliance and mobile functionality through iPads and Android SoftPOS.
Scalable Solution
The system was successfully extended to the Middle East, showcasing its capacity for future growth.

Challenge
Implementing a scalable ePOS solution for a global retailer
A well-known global brand specializing in furniture and home accessories needed an adaptable and scalable ePOS solution for its 11 stores worldwide. The solution had to integrate seamlessly with their NetSuite ERP system while maintaining fiscal compliance across multiple countries. With the internal team tied up with other initiatives, the retailer turned to experts for support in selecting and implementing the best solution.

Approach
Leveraging PMC’s expertise for a seamless NetSuite ERP integration
PMC was selected to implement a front-end ePOS solution that integrated with the retailer’s NetSuite ERP system. The solution deployed PMC’s eBasket module on in-store iPads, providing essential ePOS functions, such as sales, refunds, exchanges, cash/card payments, gift cards, eReceipts, and fiscal compliance. PMC also handled the data integration for customers, products, pricing, transactions, and users to ensure smooth operations across all locations.

Solution
Delivering the eBasket module on iPads for essential in-store transactions
PMC used the Graphene platform hosted on AWS to implement the ePOS system within just four months. The solution was deployed across UK and French stores simultaneously on launch day, ensuring a seamless experience without any disruption. The Graphene platform enabled further integrations, such as trialling Android SoftPOS, which extended the system’s functionality beyond traditional in-store POS.

Outcome
Successful launch and ongoing expansion
The ePOS system has been fully operational since its initial deployment, with continuous feature updates improving the retailer’s operations. Additionally, the system has been successfully expanded to the Middle East, proving its scalability and adaptability for future growth.

Upgrading IT infrastructure to support rapid growth at Fat Face

Enhancing operational efficiency
Implemented a new mail-order system, streamlining operations and improving service quality.

Optimised stock management
Successfully transferred approximately 40,000 stock units to a newly established mail-order warehouse.

Faster delivery times
Enabled next-day delivery for orders dispatched by 3pm, improving customer satisfaction.

Challenge

Outdated IT infrastructure hindering business growth
Fat Face, a rapidly expanding UK and France-based clothing brand, faced significant challenges with its fragmented and outdated IT systems. Known for its premium men’s, women’s, and children’s wear, the company required an upgraded infrastructure to keep pace with its expansion. The existing Merchandise Management System (MMS) had been in place for over four years, and its inefficiencies were impeding Fat Face’s ability to grow and meet future demands.

Approach

Strategic upgrade with expert project management
PMC was initially brought in to help select a new MMS supplier but was subsequently retained to oversee the entire upgrade process. After evaluating Prologic MMS along with three other options, PMC recommended Prologic due to its alignment with Fat Face's strategic goals and its lower associated risks.

PMC facilitated workshops with Fat Face and Prologic, ensuring a smooth redesign of business processes and the integration of the new system.

Solution

Comprehensive system upgrade and mail-order integration
The upgrade project focused on enhancing the MMS and introducing a new mail-order system. Key improvements were made to supply chain management, stock control, and mail-order operations. PMC oversaw the development and integration of the new mail-order system, ensuring seamless coordination with packing and call centre functions. The integration also involved defining reporting requirements, aligning the web and mail-order systems, and transferring 40,000 stock units to the new warehouse.

Outcome

Improved efficiency and superior customer service
The successful upgrade of the MMS and the new mail-order system brought enhanced stock control and streamlined operations. As a result, Fat Face now offers next-day delivery for orders placed by 3pm, significantly enhancing the customer experience. The new MMS also improved store allocation and merchandising analysis, providing more accurate insights into sales trends. Thanks to PMC's expertise, Fat Face now enjoys improved stock visibility and faster delivery times, positioning them for continued growth.

Optimising operations through strategic outsourcing and advanced automation

Boosting operational efficiency
Automation initiatives reduced paper usage by 20,000 sheets and streamlined processes.

Seamless outsourcing transition
Achieved through meticulous planning and integration with the India team.

Elevating service quality
Improved with robust escalation procedures and enhanced flexibility.

Challenge

Tackling inefficiencies in manual support systems
A prominent UK-based fashion retailer with a network of over 550 stores faced persistent challenges with their operational support. The system relied heavily on manual processes, leading to inefficiencies and significant paperwork.

The retailer's Group IT Director recognised the need for a modernised approach to enhance efficiency and reduce costs.

Approach

A strategic transition to outsourcing
PMC was engaged for their expertise in operational transformation and customised outsourcing solutions. The proposed strategy involved transitioning operational support to PMC’s India office, underpinned by a detailed and phased plan.

The process began with an in-depth analysis and documentation of the retailer’s existing operations. For a smooth handover, PMC’s team worked on-site for six weeks before gradually transferring responsibilities to their Abingdon office and then to India. To ensure continuity, a UK-based operations manager oversaw the entire transition process.

Solution

Automation and intelligent support systems
PMC introduced advanced automation to replace manual processes, integrating business intelligence tools to enhance efficiency. These changes eliminated the need for approximately 20,000 sheets of paper annually.

The optimised system efficiently managed overnight batch schedules, sales polling, and report generation, ensuring consistent operational support. Additionally, second-line application support was provided to resolve store issues beyond core business hours. This transformation enabled the retailer to redirect internal resources towards strategic development projects.

Outcome

Improved efficiency and operational flexibility
The transition resulted in notable improvements in service quality, with clear escalation pathways and substantial cost savings. Enhanced system accuracy and flexibility allowed the retailer to focus on growth and new initiatives.

The outsourced support model proved highly effective, with no significant disruptions reported across the retailer's stores, underscoring the success of the transformation.

Revolutionising digital systems and streamlining operations for Green Commute Initiative

Driving operational efficiency
Enhanced capabilities in web applications and streamlined order management processes.

Seamless outsourcing transition
A long-term partnership focused on web development and support excellence.

Commitment to service quality
Providing high-quality development and support through dedicated, full-time resources.

Challenge

Overcoming inefficiencies in manual processes
Green Commute Initiative (GCI), a provider of the Cycle to Work Scheme, enables employees to save on bike purchases while promoting sustainability and well-being. By offering a seamless experience for employers and employees alike, GCI handles everything from initial customer inquiries to final delivery.

However, GCI faced challenges with outdated web applications and inefficient order management systems that were unable to keep pace with their growing operational demands. These inefficiencies affected their ability to deliver the smooth service experience.

Approach

Dedicated development for optimised systems
To tackle these challenges, PMC partnered with GCI to provide tailored web application development and support. Since 2018, PMC has played a pivotal role in transforming GCI’s systems, including the development of the 'Instant GCI' portal and a dedicated module for managing change orders.

PMC’s full-time resources focus exclusively on GCI applications, enabling efficient handling of change requests and enhancements. This ensures that GCI’s systems are continuously updated to meet their evolving business needs.

Solution

Automation and enhanced customer experiences
PMC introduced automated processes to scale GCI’s service delivery efficiently. These enhancements have been instrumental in strengthening GCI’s position during contract negotiations with larger corporate clients.

Additionally, PMC developed a reseller payment solution that improved the customer experience of the cycle-to-work scheme while ensuring stable and predictable cash flow—crucial for GCI as a not-for-profit organisation.

Outcome

Improved efficiency and strategic growth
PMC’s contributions have significantly enhanced GCI’s operational efficiency and customer satisfaction. These improvements have supported GCI’s growth by enabling successful client negotiations and reinforcing their financial stability.

The ongoing development and support provided by PMC continue to be a cornerstone of GCI’s success, empowering them to maintain their strategic advantage and deliver exceptional service to their customers.

Optimising FitFlop’s Web Testing with Automation and Advanced Technology

Introduction

FitFlop sought to enhance the efficiency and scope of their web testing processes while maintaining cost-effectiveness. By transitioning to automation and leveraging advanced tools, the brand significantly improved the quality of testing and accelerated their development timelines.

Challenge

Addressing limitations in manual regression testing
FitFlop faced difficulties in managing regression testing within tight development sprints due to resource constraints. The manual approach often required scaling back the extent of testing, which introduced risks and slowed down the deployment of new features and updates. This created a need for a more comprehensive and efficient testing solution.

Approach

Implementing a robust automated testing framework
To overcome these challenges, FitFlop partnered with PMC to establish a comprehensive web testing programme. PMC’s approach combined testing on the FitFlop test site and post-deployment checks on the live site. By integrating BrowserStack, the testing was conducted across a variety of real mobile devices and web browsers, ensuring extensive coverage and improved reliability.

Solution

Expanding testing capabilities through automation
PMC introduced automated testing processes that allowed for a broader and more detailed scope of testing without increasing operational costs. The solution included testing across multiple card types, currencies, regions, and languages, providing a complete evaluation of FitFlop’s digital platforms. Automation not only reduced business risks but also enabled faster identification and resolution of issues, improving overall efficiency.

Outcome

Minimised risks and quicker feature rollouts
The adoption of automated testing delivered measurable benefits for FitFlop, including a significant reduction in business risks and faster time-to-market for new features and updates. The integration with BrowserStack enhanced testing quality across devices, browsers, and languages, ensuring a seamless experience for end-users. This comprehensive approach has positioned FitFlop to achieve high service standards while supporting rapid innovation.

Driving Match Day Retail Innovation for a Premier League Football Club

Integration Success

Seamless transition from a 10-year-old legacy system

Rapid Deployment

Complete rollout achieved in just eight weeks.

Record-Breaking Performance

Highest-ever single-day sales recorded.

Challenge

Outdated payment infrastructure hindering growth A Premier League football club had relied on a decade-old Point-of-Sale (POS) system that, while dependable in the past, struggled to handle the increasing demands of modern retail—especially on match days. Peak transaction volumes led to delays, negatively impacting the fan experience. Recognising the need for a transformative upgrade, the club sought a cost-effective and scalable solution that would resolve existing bottlenecks and future-proof their operations.

Approach

A collaborative transformation with PMC’s Graphene solution To avoid the disruptions often associated with major infrastructure overhauls, the club partnered with PMC to integrate a scalable, cutting-edge payment system. This approach retained the reliability of the legacy setup while incorporating modern technology designed to handle high transaction volumes efficiently. The solution was tailored to the unique requirements of the club, ensuring seamless integration and minimal disruption to ongoing operations.

Solution

A high-performance system tailored for match-day retail PMC implemented the Graphene payment solution with a focus on speed, reliability, and scalability. Deployed in just eight weeks, the system went live in time for a major cup match. Enhanced transaction processing capabilities and seamless integration drastically reduced waiting times, delivering a superior retail experience for fans.

Outcome

Breaking records and building for the future The results exceeded expectations. On the first match day following implementation, the club recorded its highest-ever single-day sales, with hourly transaction volumes reaching unprecedented levels. This success validated the decision to upgrade and demonstrated the impact of investing in modern payment solutions. Equipped with the new system, the club is now better positioned to innovate further, enhancing both the fan experience and operational performance.

PMC Elevates Customer Service and Efficiency for Select Fashion

Deployment Efficiency

Achieved rapid transformation of IT infrastructure. D

Database Integration

Streamlined and unified management across 50 databases.

System Reliability

Minimized incident alerts, enhancing operational stability.

Challenge

Select Fashion, a well-known retailer in apparel and accessories, was grappling with persistent operational challenges stemming from inefficient management of their point-of-sale (POS) systems. At the heart of the problem was a database system that had become fragmented and inadequately monitored, causing frequent service disruptions. These issues led to longer queues and occasional sales losses, impacting the customer experience at their stores nationwide. The need for a reliable, uninterrupted service became crucial for Select Fashion as they sought to enhance the in-store experience.

Approach

Recognizing the limitations of their in-house capabilities, Select Fashion turned to PMC for specialized support. PMC’s initial step was to conduct an in-depth assessment of the database infrastructure to identify specific weaknesses. Based on this analysis, Select Fashion decided to fully outsource the management of nearly 50 essential databases to PMC. With PMC’s expertise, Select Fashion aimed to optimize their infrastructure, freeing internal resources to focus on customer service improvements.

Solution

PMC embarked on a thorough upgrade of Select Fashion’s database management systems. This included updating outdated legacy software, bolstering security measures, and improving audit and tracking functionalities. PMC also executed a smooth migration of databases and set up ongoing management processes. This approach ensured that the infrastructure could support Select Fashion's operational demands reliably, with continuous monitoring and proactive optimisation.

Outcome

Through PMC’s managed services, Select Fashion experienced a noticeable reduction in system alerts and an overall improvement in operational performance. This heightened reliability translated directly into enhanced customer satisfaction, as disruptions were minimised and store services became more efficient. With a robust IT infrastructure now in place, Select Fashion is well-prepared for future advancements, including potential upgrades of POS systems and applications, guided by PMC's trusted expertise.

Enhancing Bar Management for Ei Group through a Web Application Upgrade

UI Improvements

Revamped the User Interface (UI) for ease of use, benefiting over 4,500 pub properties.

Training Efficiency

Simplified staff training with an updated version of the TSR application.

Project Transparency Ensured full visibility into deliverables, timelines, and costs with clear project governance.

Challenge: Outdated Web Application Hindering Efficient Bar Management

Their existing web-based tool, TSR (Technical Service Requests), was outdated and inefficient, particularly for managing drink availability at the bar. The company needed to modernise the application to improve its functionality and user experience while ensuring smooth integration and transparency throughout the project. Approach: Fixed Price, Fixed Scope Solution for Effective Upgrades PMC partnered with Ei Group to implement a fixed price, fixed scope project solution, ensuring clear visibility into deliverables, timelines, and costs. The PMC team employed strong project management practices to ensure the upgrades were completed on time, within budget, and aligned with Ei Group’s operational needs. Solution: Improved User Interface and Streamlined Experience PMC’s team led the overhaul of the TSR application, introducing a modernised UI designed to enhance staff training and improve overall user experience. These updates increased the application's functionality, reliability, and security, while ensuring ease of use across all properties. Outcome: A Modernised, User-Friendly Application The enhanced TSR application significantly improved bar management operations at Ei Group. The streamlined training process and intuitive UI have contributed to better staff efficiency and an improved overall customer experience. With an upgraded system, Ei Group is now equipped to manage its operations more effectively across all locations. Leigh Milton, Head of IT Systems & Development at Ei Group, commented:

The new UI is more intuitive, requiring less staff training, and the source code is far easier to maintain." 

Enhancing Operational Efficiency for Musgrave Group through a Unified EPOS Solution

Unified EPOS Implementation

Standardised over 5,000 POS lanes across 3,000+ stores in Ireland, the UK, and Spain, ensuring consistency in customer service.

Cost Efficiency

Achieved notable cost savings through bulk procurement and consolidated support by adopting a single EPOS solution.

Optimised Fit

Successfully identified and deployed the ideal EPOS system to match Musgrave Group’s specific operational needs.

Challenge:

Inefficiencies Due to Fragmented EPOS Systems Musgrave Group, with over 3,000 stores across Ireland, the UK, and Spain, struggled with inefficiencies caused by the diverse and fragmented EPOS systems and hardware in use across its locations. This lack of standardisation created challenges in system management, support, and communication, ultimately impacting the customer experience. To resolve these issues, Musgrave aimed to implement a unified EPOS solution that would optimise operations, lower costs, and provide a consistent experience across all stores.

Approach:

A Structured 5-Stage Supplier Selection Process To guide the selection of the ideal EPOS solution, Musgrave partnered with PMC, leveraging their expertise in supplier evaluation. PMC deployed a team of specialists to implement a comprehensive 5-stage selection process. This included stakeholder interviews and site visits to gather a detailed understanding of the group's operational requirements. Based on this input, PMC defined the essential criteria and issued a request for information (RFI) to a broad range of potential suppliers. After evaluating the RFI responses, PMC shortlisted suppliers and moved forward with a request for proposal (RFP), detailing Musgrave’s specific needs and commercial expectations.

Solution:

Strategic Supplier Selection and Evaluation PMC played a key role in facilitating the supplier selection process by managing communication with potential suppliers, arranging solution demonstrations, and supporting Musgrave through the evaluation phase. Their deep industry knowledge and structured approach helped Musgrave make a well-informed choice that aligned with their operational and commercial objectives. PMC’s support continued throughout the negotiation phase, ensuring that service level agreements (SLAs) were clearly defined and the project set up for successful implementation.

Outcome:

Streamlined Operations and Enhanced Customer Experience With PMC's guidance, Musgrave Group successfully selected a unified EPOS solution that met all their needs, leading to significant improvements in operational efficiency. The new system allowed for a streamlined approach to store management, reduced costs, and delivered a consistent, high-quality customer experience across their entire store network.

Their ability to clarify our complex requirements and focus on the key selection criteria gave us confidence in our decision-making," said Tony Mather, Group Business Transformation Director at Musgrave.

WorldPay Payment System Integration: Enabling Seamless Connectivity and Rapid Onboarding

Challenge

WorldPay encountered a significant challenge in integrating its payment solutions with the wide variety of Point-of-Sale (POS) systems utilized across the retail and hospitality industries. The varied nature of these POS platforms added complexity, necessitating the development of a reliable middleware solution. WorldPay aimed to streamline the integration process and improve the efficiency of onboarding new customers.

Approach To tackle this challenge, WorldPay collaborated with PMC, leveraging our expertise in technical consultancy and strategic guidance. A cross-functional team was assembled, consisting of technical consultants, business analysts, developers, and testers. Over a 16-week period, PMC managed the entire project lifecycle—starting from technical specification through to final testing. Our team ensured timely delivery, incorporating regular communication, updates, and demos to ensure alignment with WorldPay’s goals.

Solution

PMC developed a state-of-the-art middleware solution designed to streamline the connection between WorldPay’s payment systems and various POS platforms. The solution, implemented within the 16-week timeline, automated system updates, significantly reducing complexity and time needed for integrating new customers. This enabled WorldPay to onboard clients more quickly while ensuring seamless updates and enhanced operational efficiency.

Result

Streamlined Integration and Onboarding The implementation of the middleware solution transformed WorldPay’s integration process, greatly improving efficiency. The automation of updates and simplified onboarding not only reduced operational overhead but also positioned WorldPay as a more agile and scalable payment solution provider. This advancement in flexibility and integration speed contributed to WorldPay’s ability to rapidly expand its customer base and solidified its competitive edge in the market.

We're now able to fully integrate the core feature set. Throughout the project, the flexibility and communication have been top-notch, with regular updates, demos, and presentations ensuring we could effectively communicate the project's progress to WorldPay," said Steve Smart, Professional Services Director at PMC. This collaboration between PMC and WorldPay has set a new standard in payment system integration, enabling seamless operations and efficient growth for WorldPay’s diverse customer base.

Driving Bravissimo’s Growth with Tailored IT Support and Testing Services

Efficient Support

Provided rapid solutions for Bravissimo's IT service management, ensuring minimal downtime and swift issue resolution.

Improved Performance

Optimised system reliability and reduced production-related issues, enhancing overall operational efficiency.

On-Time Shipments

Maintained exceptional service standards, ensuring timely processing of warehouse shipments.

Challenge:

Scaling IT Resources to Meet Growing Demands As Bravissimo, a fast-growing omni-channel retailer, expanded, the demand for development, testing, and support across its web platforms grew significantly. The in-house IT team struggled with resource constraints, unable to keep up with the increasing complexity of systems and applications. The company needed a strategic solution to streamline operations, reduce risks, and improve quality assurance.

Approach:

A Collaborative Partnership for IT Support and Growth To address these challenges, Bravissimo partnered with PMC to leverage external expertise. PMC took charge of managing key migration and enhancement projects for Bravissimo’s back-office applications. In addition, PMC implemented a managed Testing programme, focusing on Automated Testing to ensure that updates and new features were rigorously tested before deployment. This partnership enabled Bravissimo to focus on its core business, while PMC took care of IT operational demands.

Solution:

Customised IT Support and Quality Assurance PMC provided a comprehensive solution, designed to support Bravissimo’s evolving IT landscape. Automated Testing was introduced to ensure the stability and performance of new system updates, while ongoing support for IT service management calls through Bravissimo's TopDesk platform guaranteed fast issue resolution. With these services in place, Bravissimo was able to maintain a smooth-running IT infrastructure, empowering the company to deliver outstanding customer experiences without the constant worry of technical disruptions.

Outcome:

Achieving Operational Efficiency and Customer Excellence Through PMC’s continuous involvement, Bravissimo saw marked improvements in IT operations. Change requests were handled promptly, and strong project governance ensured that customer service levels remained high and warehouse shipments were consistently timely. The focus on Testing and Quality Assurance not only improved system performance but also resulted in significant cost savings and reduced production risks. Regular service reviews and open communication maintained high standards of service and ensured ongoing operational excellence.

"The PMC team excels in handling both legacy and cutting-edge technologies. Their practical approach and commitment to delivering results, no matter the scale, have been key to our ongoing success."

Danny Dawes IT Director, Bravissimo

PMC Extends the Operational Lifespan of Superdry's Merchandising System with AWS Cloud

Challenge

Ensuring Long-Term Operational Efficiency

Superdry, a global fashion brand with 740 stores across 61 countries, faced challenges with its legacy merchandising system, Mercatus. The system had reached its maturity, and support for the platform had ended. While Superdry considered modern ERP and order management solutions, affordability proved to be an obstacle. Despite these challenges, the existing Mercatus system continued to serve their business needs, and it was crucial to maintain its functionality to support the company's growth strategy. Superdry needed a technology partner with the right expertise to manage the system and ensure its future operational efficiency.

Approach

Leveraging Expertise and Automation for Seamless Management PMC’s deep knowledge of commerce applications made it an ideal partner for Superdry. PMC’s team quickly took over the support of the Mercatus system, transitioning it to their support desk and cloud operations team. Alongside managing the core system, PMC also took responsibility for Superdry’s Point of Sale (PoS) and Customer Relationship Management (CRM) systems running on AWS. To improve efficiency, stability, and system performance, PMC embedded automation tools into the infrastructure. These tools included self-healing capabilities to resolve issues automatically, proactive monitoring for early detection of potential problems, and performance optimization to enhance uptime. These efforts ensured that Superdry’s systems ran smoothly while increasing overall resilience.

Solution

Expert Legacy System Support and AWS Migration PMC applied its expertise in cloud operations and legacy system management to support Superdry’s existing Mercatus platform. This included optimising and securing the system components to ensure their ongoing efficiency. PMC also executed a smooth migration to AWS, transferring approximately 36 mission-critical servers without disrupting Superdry’s operations. By maintaining a secure, high-performing infrastructure and providing ongoing support, PMC enabled Superdry to focus on growth initiatives while relying on stable backend operations.

Outcome

Enhanced System Stability and Future-Proof Operations PMC’s involvement helped Superdry extend the operational lifespan of its critical merchandising system by three years, ensuring improved system stability and reduced risks of disruptions. Automation tools proactively addressed potential issues, further enhancing performance and minimizing the likelihood of operational interruptions. With these measures in place, Superdry is now in a stronger position to focus on business growth opportunities, confident in the resilience of their IT infrastructure.

"Thanks to PMC’s cloud migration efforts, Superdry has gained invaluable time to plan strategically for the future. This extended system stability gives us the confidence to enhance the customer experience while exploring new avenues for growth.

Dafydd Moore, Technology Director, Superdry

PMC Elevates Customer Service and Efficiency for Select Fashion

• Deployment Efficiency

Achieved rapid transformation of IT infrastructure. D

• Database Integration

Streamlined and unified management across 50 databases.

• System Reliability

Minimized incident alerts, enhancing operational stability.

Challenge

Resolving Database Inefficiencies to Improve Retail Operations Select Fashion, a well-known retailer in apparel and accessories, was grappling with persistent operational challenges stemming from inefficient management of their point-of-sale (POS) systems. At the heart of the problem was a database system that had become fragmented and inadequately monitored, causing frequent service disruptions. These issues led to longer queues and occasional sales losses, impacting the customer experience at their stores nationwide. The need for a reliable, uninterrupted service became crucial for Select Fashion as they sought to enhance the in-store experience.

Approach

Comprehensive Evaluation and Outsourced Expertise Recognizing the limitations of their in-house capabilities, Select Fashion turned to PMC for specialized support. PMC’s initial step was to conduct an in-depth assessment of the database infrastructure to identify specific weaknesses. Based on this analysis, Select Fashion decided to fully outsource the management of nearly 50 essential databases to PMC. With PMC’s expertise, Select Fashion aimed to optimize their infrastructure, freeing internal resources to focus on customer service improvements.

Solution

Optimized Database Management and Enhanced System Reliability PMC embarked on a thorough upgrade of Select Fashion’s database management systems. This included updating outdated legacy software, bolstering security measures, and improving audit and tracking functionalities. PMC also executed a smooth migration of databases and set up ongoing management processes. This approach ensured that the infrastructure could support Select Fashion's operational demands reliably, with continuous monitoring and proactive optimization.

Outcome

Enhanced Customer Experience Through Reliable IT Support Through PMC’s managed services, Select Fashion experienced a noticeable reduction in system alerts and an overall improvement in operational performance. This heightened reliability translated directly into enhanced customer satisfaction, as disruptions were minimized and store services became more efficient. With a robust IT infrastructure now in place, Select Fashion is well-prepared for future advancements, including potential upgrades of POS systems and applications, guided by PMC's trusted expertise.

"With reliable infrastructure backed by quality data management, we’re confident in our ability to meet customer expectations. PMC’s team was instrumental in helping us achieve this stability and has become a reliable partner we trust in handling any issues." – Theo Odamtten, Director, Select Fashion

Fast-Tracking Market Launch for Pluxee During Testing Times

Challenge: Managing a Resource-Intensive Project

Pluxee, a leading provider of employee benefits and engagement solutions, faced a critical need for additional resources to test a new Government-related voucher scheme. The 'Crown Commercial Services' framework required rigorous systems testing, a task that was challenging due to its scale and complexity and was further complicated by tight deadlines and stretched internal resources.

Antonia Haines, Delivery Manager at Pluxee, notes, “The project was resource-heavy and required extensive effort to build from scratch. Our internal team was overextended, and the timelines were tight.”

Approach: Streamlined Testing with Expert Scripting

PMC was brought in to create detailed test scripts covering all user journeys and scenarios. These scripts were designed to be accessible to non-technical users, including business users and account managers, allowing for broad participation in the testing process.

Quote:

“PMC swiftly developed user-friendly scripts that encompassed all scope areas, enabling extensive involvement from our team.” — Antonia Haines, Delivery Manager, Pluxee

Solution: Improving Efficiency and User Experience

PMC’s role went beyond scripting to include exploratory and functional testing phases. Their ability to adapt to system changes and provide valuable recommendations enhanced the stability and user experience of the product, with transparent communication throughout the project.

Outcome: Enhanced Operational Efficiency

The collaboration with PMC streamlined Pluxee’s testing process, alleviating the strain on internal resources and improving overall efficiency. This successful partnership not only ensured timely project delivery but also set the stage for future collaborations.

Key Stats:

- Timely delivery: On-time completion of the testing program facilitated the successful launch of the new voucher scheme.

- Enhanced testing capabilities: Improved efficiency and effectiveness through comprehensive test scripts and methodologies.

- Strategic partnership: Provided valuable insights and recommendations, enhancing project outcomes and operational strategies.

Enabling Digital Growth for Signet Jewelers

Challenge: Accelerating Digital Transformation

Signet Jewelers, the world’s largest diamond jewelry retailer, needed to rapidly enhance its digital capabilities in response to challenges posed by the Covid-19 pandemic. PMC was engaged to focus on web development for Signet’s key brands, H. Samuel and Ernest Jones, aiming to strengthen digital channels to handle the surge in online demand.

Approach: Agile Collaboration and Expertise

PMC quickly assembled a team of six experts who integrated seamlessly with Signet’s operations, despite the remote work environment due to Covid-19.

Solution: Driving Innovation

PMC’s role extended beyond web development to include the implementation of advanced search and merchandising tools across Signet’s websites. They also enabled online warranties, a feature previously limited to physical stores, and developed a Pick, Pack, and Dispatch (PPD) solution as part of Signet’s broader digital transformation.

Outcome: Rapid Digital Advancement

The partnership led to a significant increase in web release frequency, moving from bi-annual to monthly updates. This agility greatly improved customer engagement and operational efficiency.

Quote:

"PMC's offshore team felt as integrated as any onshore team, delivering exceptional results." — Drew Heppenstall, Delivery Manager, Signet Jewelers

Key Stats:

-Enhanced release frequency: Increased web updates from bi-annual to monthly, with up to six releases in eight weeks.

-Seamless integration: UK and India teams worked together effectively, leveraging diverse expertise to accelerate project timelines.

-Transparent partnership: PMC’s clear pricing and planning provided Signet with confidence and clarity throughout the project.

Payment Innovation and Streamlined In-Store Operations for Specsavers

Challenge: Overcoming Till-Point Bottlenecks

Specsavers Australia serves over 4 million customers annually across 380+ stores, holding more than 40% of the eye care market. Despite multiple dispense points, payment processing was limited to a single till point in each store, causing bottlenecks that hindered efficiency and customer experience.

Approach: Creating a Connected In-Store Journey

PMC, known for its retail systems expertise, was chosen to transform Specsavers' in-store operations. The solution involved deploying a Windows-based integration called 'Quick-Pay' across dispense PCs. This innovation enabled every dispense desk to act as a transaction point, integrating seamlessly with Specsavers' Practice Management System (PMS), Point of Sale (POS) software, and HICAPS terminal.

Solution: Enhancing Customer and Staff Experience

The 'Quick-Pay' system not only expanded transaction points but also streamlined staff workflows, reducing complexity and improving service delivery. Deployed nationwide in four months, this integration was implemented well before the peak health insurance trading period and won the Process Innovation award at the 2023 Australian Business Awards.

Outcome: Improved Efficiency and Customer Convenience

Specsavers experienced a notable boost in customer satisfaction and operational efficiency. By removing traditional transaction constraints, 'Quick-Pay' reduced wait times and streamlined the payment process, benefiting both customers and staff.

Key Stats:

- Rapid deployment: Nationwide rollout completed in four months.

- Award-winning innovation: 'Quick-Pay' recognised for Process Innovation at the Australian Business Awards.

- Enhanced customer flow: Increased transaction points by utilising existing infrastructure.

Navigating Connectivity Challenges for World Duty Free

Business Challenge: Overcoming Payment Disruptions

Avolta, operating World Duty Free stores on P&O ferries, faced a significant issue with approximately 70 payment devices. Inconsistent onboard connectivity led to a 30-40% payment failure rate, causing customer frustration. The weak satellite signal required a return to manual transaction processing, creating a disjointed system.

Approach: Proof of Concept and Provider Evaluation

PMC analysed the incumbent payment service provider (PSP) and compared it with alternatives. Using the PMC Graphene platform, integrated with multiple PSPs, they tested various scenarios. Only Adyen provided 100% uptime, demonstrating the crucial impact of provider selection on customer experience and brand confidence.

Solution: Legacy System Integration in 8 Weeks

With Adyen proven as the best choice but incompatible with the existing POS, PMC deployed the Graphene platform as a middleware. This enabled a seamless integration between the legacy POS and Adyen. The entire process, from proof of concept to deployment, took just 6-8 weeks. PMC's expertise in POS and integration made the transition smooth and efficient.

Outcomes: The Commercial Win

World Duty Free benefited from a cost-effective proof of concept and rapid integration, fulfilling the promise of the initial consulting engagement. The project successfully addressed the payment failure issue, proving the business case, presenting a solution, and completing the rollout seamlessly.

Key Stats:

- Significant reduction in payment failures: Addressed 30-40% failure rate with Adyen's 100% uptime.

- Rapid integration timeline: Completed integration in 6-8 weeks from proof-of-concept approval.

- Enhanced reliability: Ensured end-to-end reliability and improved financial integrity across stores.

Increased Web Sales and Improved User Experience for Banner 

Challenge: Enhancing Click & Collect Service

Banner Ltd, a specialist in school uniforms, needed to improve customer satisfaction during peak Back to School seasons. With most sales occurring between June and September, they recognised the need for an efficient click and collect (C&C) service to replace their existing system and meet evolving customer expectations.

Approach: Agile Delivery of a Critical Solution

PMC was tasked with developing and implementing a robust C&C solution within a tight six-week timeline. Leveraging their expertise in customer experience transformation, PMC swiftly designed and tested a solution tailored to Banner's needs.

Solution: Streamlined Click & Collect Experience

PMC’s solution streamlined the C&C process and addressed visibility issues in Banner's previous online ordering system. By providing real-time updates on order status and proactive notifications for collection, Banner minimised customer queries and enhanced operational efficiency.

Outcome: Operational Efficiency and Customer Satisfaction

PMC’s C&C solution immediately boosted web sales and eliminated operational issues during the critical Back to School period. Customer service improvements were notable, reducing the need for additional hires and saving costs for Banner Ltd.

Key Stats:

- Rapid deployment: Solution developed and deployed within six weeks, meeting peak trading demands.

-Improved customer visibility: Real-time updates and proactive notifications reduced customer queries.

- Operational savings: Eliminated the need for additional customer service hires, resulting in significant cost savings.

Customer Experience Transformation for Crew Clothing

Challenge: Adapting to New Retail Realities

Crew Clothing needed to innovate their in-store customer experience due to pandemic-related closures and reduced foot traffic. They sought a solution to enhance operational agility and customer service across both pop-up and traditional stores.

Approach: A Seamless Shift with Graphene

Instead of a disruptive overhaul, Crew Clothing adopted PMC’s Graphene platform, a modular and scalable solution. This approach enhanced their existing IT infrastructure, avoiding the risks of traditional "rip and replace" strategies. Graphene's mobile capabilities and intuitive design ensured quick staff adoption, minimising training time and maximising efficiency.
 

Solution: Empowering Retail Excellence

PMC’s Graphene platform integrated online and offline operations across 106 locations. Powered by AWS, it provided intelligent orchestration on tablets, simplifying retail management and boosting staff productivity. Rapid scalability enabled initial deployment in 10 weeks, expanding to 100 stores in just one month, demonstrating its flexibility and efficiency.

Outcome: Thriving in an Omnichannel Era

Graphene's implementation significantly improved Crew Clothing’s operational efficiency and customer engagement. Staff focused on delivering exceptional customer experiences rather than navigating complex IT systems. Real-time updates, synchronised transactions, and proactive monitoring ensured high performance and reliability, solidifying Crew Clothing’s leadership in modern retail experiences.

Key Stats:

- Rapid deployment: Initial rollout in 10 weeks, expanded to 100 stores in one month.
- Integration success: Seamless integration of online and offline operations across 106 locations.
- Staff engagement: High employee involvement and collaboration in transformation initiatives, driving operational excellence.


- "PMC's rapid delivery from concept to full implementation has been outstanding, and their approach to developing the solution is unparalleled." — Richard Surman, Head of IT, Crew Clothing

- "PMC’s ability to deliver complex solutions in a scalable fashion allowed us to deploy the product rapidly, meeting multiple requirements for various scenarios, including sponsorship events and marketing campaigns." — Richard Surman, Head of IT, Crew Clothing