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Retail IT Overhaul Across 900 Stores with Managed Services
Top US retailer builds scalable IT operations and ensures 24x7 support with an extensive IT transformation by BCT
Client
- Client
Challenge- Solution
- Impact
Client
The client is a leading American retailer operating over 900 stores across different time zones. The organization supports a vast application and infrastructure landscape, catering to more than 16,000 users.
Challenge
The client needed to transition from its parent company and build independent IT operations while continuing to manage a complex and growing application environment.
1
Need for a complete replacement of IT services that were previously managed by the parent organization.
2
Need to build new IT capabilities with adaptive IT systems and a revamped application inventory.
3
Complexities in managing distributed retail presence with 900+ stores operating across varied time zones.
4
Difficulties in managing a complex and extensive IT ecosystem with a large number of servers, databases, POS devices, and virtual machines.
5
Required continuous support for 240+ business-critical applications across the enterprise.
Solution
The transition meant that the client not only needed to replace the entire suite of IT services but also ensure that they continue operating without disruption. To support their transition into a fully independent entity, the client partnered with BCT.
As part of the solution, we implemented a customized service model that focused on ensuring business continuity, operational control, and scalability across all locations. The solution ensured that different IT systems ran more efficiently, securely, and independently. It ensured a steady, controlled transition supported by command and coordination model that provided visibility, support, and adaptability at every step. The BCT approach empowered the client with a strong operational backbone, while also giving them the agility to evolve their systems as business demands changed.
With thousands of users spread across time zones, the solution had to be consistent, responsive, and built for the long haul and we delivered!
1
Business Continuity Model: We designed a business continuity model that provided centralized oversight, responsiveness, and the flexibility to evolve the IT environment over time.
2
24/7 Support: Ensured round-the-clock support for all mission critical applications, minimizing disruption for both store staff and customers.
3
Overhaul of Legacy Systems:Delivered a transition from legacy systems through continuous knowledge sharing, reducing risk and avoiding operational downtime.
4
Retail Support System:Established a dedicated support structure for retail stores to handle any issues swiftly and keep day-to-day operations running smoothly.
5
Automation:Introduced automated tools to identify and automate repetitive processes, helping the client move toward operational efficiency and scalability.
6
Unified Control: Built a single point of accountability for everything from employee tech support to inventory systems, ensuring clarity and speed in decision-making.
Impact
By delivering more than just support services, BCT helped the client build an IT foundation that serves business growth not just maintenance. Every layer of the solution was designed with a strategic outcome in mind: ensuring operational continuity, improving response times, reducing risks, and enabling future scalability.
Below is a breakdown of how each element of the solution translated into tangible business value:
1
Centralized Operational Command: Enabled control and coordination across 900+ stores, reducing delays in issue resolution and enhancing service availability nationwide.
2
24x7 Support for All Retail Applications: Ensured uninterrupted store operations, even during off-peak hours and weekends, driving consistent customer experiences and minimizing revenue loss.
3
Dedicated Support During Transition Phase:Helped retain critical knowledge and ensured continuity, avoiding disruption during the move away from the parent company and reducing transition risk.
4
Store-Specific Rapid Response Mechanisms:Accelerated issue resolution for in-store teams, improving frontline productivity and customer satisfaction at the point of sale.
5
Automation-Enabled Process Discovery & Documentation: Identified areas for operational improvement and efficiency, laying the groundwork for long term cost savings and scalability.
6
Integrated Support for User Needs, Infrastructure, & Security:Reduced the need for fragmented vendor management, creating a one stop solution that improved service reliability and lowered operational overhead.
7
Consistently high SLA performance (99.37%):Demonstrated reliable delivery, building internal stakeholder confidence and allowing the business to focus on core retail operations.
The value delivered by this partnership wasn’t just in replacing IT functions it was in reengineering them for independence, resilience, and future growth. By combining strategic oversight with hands-on operational support, BCT enabled the client to stand up a modern IT environment that fuels daily operations while preparing for what’s next.
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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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