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Delivering Digital Transformation Across Retail Stores
Leading clothing retail chain transforms its 900+ stores.
Client
- Client
Challenge- Solution
- Impact
Client
An American women’s clothing retail chain founded in the early 1900s, the company has established a strong presence with over 900 stores across the U.S. and Canada.
Challenge
Separating from the parent organization exposed a critical gap: core IT services that once operated seamlessly now had to be rebuilt, stabilized, and scaled independently.
1
The transition required replacing the entire IT service stack previously provisioned by the parent, with no disruption to business operations.
2
Continuous infrastructure changes during the carve-out demanded a flexible, adaptive approach to support evolving requirements in real time.
3
Operating across 900+ retail stores introduced added complexity, with distributed locations and multiple time zones impacting coordination and service continuity.
Solution
BCT established a structured, enterprise-wide operating model to support the transition, anchored by a fit-for-framework approach combining a Management Center, Command Center, and Development Center. This enabled centralized governance, real-time visibility, and continuous development while ensuring stability across the IT landscape. Comprehensive ITSM and infrastructure services were implemented to support distributed retail operations with high availability and control.
1
Deployment of a fit-for-framework model with centralized Management, Command, and Development Centers.
2
End-to-end ITSM services including incident, change, and problem management, along with 24x7x365 service desk support for store operations.
3
Infrastructure maintenance and support across 240+ enterprise environments to ensure performance and continuity.
4
Implementation of asset management services covering both software and hardware lifecycle tracking.
5
Comprehensive infrastructure support spanning end-user computing, data center operations, network (wired and wireless), and security services including firewall and endpoint protectionTop of Form.
Impact
The transformation delivered measurable improvements in operational efficiency, service quality, and cost optimization. With centralized visibility and AI-driven automation, the IT landscape became more responsive, scalable, and aligned to business needs across distributed retail operations.
1
CXO dashboard enabled end-to-end visibility, driving transparency and informed decision-making
2
Optimized Opex by $0.5M through license consolidation and cost rationalization
3
Improved first call resolution rate by 26%, enhancing service efficiency and user experience
4
AI-driven automation increased productivity in scheduled maintenance and patch management by 27%
5
Achieved SLA compliance exceeding 98.3%, ensuring consistent service reliability
By establishing a structured operating model and embedding intelligent automation, BCT enabled the enterprise to transition smoothly into an independent IT environment. The outcome strengthened control, reduced costs, and improved service delivery on a scale, positioning the organization for sustained operational efficiency.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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