Retailers hit the ground running thanks to PMC Managed IT Services
As UK retailers opened their doors again last week, PMC ensured that all IT systems and hardware were fully supported in the event of any issues occurring following the 13-week enforced downtime. During the critical re-opening week, PMC exceeded all key performance metrics to help ensure that the consumers’ experience of returning to stores was a positive one, and store staff could focus on ensuring the new social distancing measures were in place
PMC resolved 100% of incidents raised during the first week of opening, of which 91% were resolved at Level 1, exceeding all contractual SLAs. PMC’s Incident Management System Reporting tracked the 100% achievement of the SLA and 100% closure of all incidents raised during the first week of trading. Call volumes from retailers rose sharply on June 12th as retail staff prepared for the week ahead and PMC successfully responded to 99.3% of all phone calls, enabling retail staff to confidently prepare for returning customers.
Proactive Identification and Resolution of Issues
PMC was exceptionally well-prepared for the reopening of stores, having made proactive use of the quieter period during lockdown. PMC Retail customers were offered support and guidance on how to correctly power down systems at the start of lockdown, then how to prepare software and hardware for when trading recommenced. Many retailers took advantage of PMC’s complimentary store restart programme, which led to proactive identification and resolution of issues before stores reopened. In addition, PMC focused on staff training and development to enhance the specialist skillset within their Managed IT Services teams.
For UK high street and omnichannel retailers, PMC provides a comprehensive range of Managed IT Services to retailers, including Service Desk, IT Infrastructure Management, Database Management and Application Support.