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PMC Scales Up Service Provision to ISV Customer in response to Coronavirus Crisis

During the weeks of Coronavirus lockdown, PMC has responded to changing business needs and adapted quickly to maintain service levels for all customers, including ISVs (independent software vendors) who whitelabel our services.

Back in March, ahead of the Coronavirus lockdown, PMC immediately transitioned all teams, including those dedicated to PMC's ISV customer, to home working. The teams delivering Level 2 Application Support and Proactive Monitoring had been 100% office based prior to the Covid-19 crisis .

In response to a request from our ISV customer, PMC also implemented significant changes to the rota and shift patterns for the PMC Level 2 Support team. These changes transferred full responsibility for evening and weekend working to the India-based PMC teams and ensured continuity of key services, whilst reducing the need for the ISV’s own UK analysts to work evenings and weekends.

As retailers prepare for the gradual easing of the sector’s lockdown from June 1st, PMC continues to provide uninterrupted IT Managed Services and Support. Our teams are ideally placed to respond again as Retailers plot their course to the safe reopening stores and the resumption of trading.

Find out more about the PMC IT Managed Services provided to Retailers on behalf of our Independent Systems Vendor (ISV) business partners: Global ISV partners with PMC for flexible Managed IT Services to UK Retailers


Backstory to our LinkedIn post

 

PMC Service Delivery teams provide a single point of contact for the delivery of all contractual or project-related services offered to our clients. Our approach ensures the discipline and rigour required to maintain service continuity, performance transparency, swift problem resolution, and continual service improvement.

As a PMC Service Delivery Manager, Jake Allmond oversees the provision of IT Managed Services to a global independent software vendor (ISV). Recent emphasis within this role has been to identify, scope and implement key changes within the supporting PMC teams at short notice, to adapt to new customer requirements.

PMC Service Delivery Management teams engage either directly with clients or can operate alongside delivery teams from other systems integrators and managed service providers engaged in parallel by the client organisation. In all scenarios, PMC Service Delivery Management brings deep domain expertise and ownership to ensure seamless service delivery.