Monsoon Accessorize strengthens store resilience with PMC, preventing 2,000 technology incidents a year
Monsoon Accessorize has underpinned its in-store technology infrastructure, deploying PMC’s Raptor remote monitoring and management platform to proactively prevent and fix technical issues to improve operations and ensure consistent CX across its estate.
The investment in store technology resilience comes as Monsoon Accessorize continues to build on its commercial turnaround and expand its physical footprint.
Last year, Monsoon Accessorize said it had returned to profitability, reporting a +3.7% rise in sales to £212million, thanks to “solid growth” from its core Accessorize business across sales and new store openings, as well as “significant gains” made by Monsoon’s ecommerce operations and marketplace performance. The retailer’s expansion strategy is focused on further extending its store footprint, amid a wave of new store openings and refurbishments across both the High Street and travel retail locations.
With this growing store footprint, maintaining reliable and resilient transactional systems remains critical to supporting the retailer’s growth and delivering consistent customer experiences across its estate.
However, the retailer’s mixture of legacy hardware and software had started to create challenges in maintaining availability, managing technical issues and deploying changes safely across its store network. Seeking to create more stable and resilient store environments while continually improving operational efficiency and reducing avoidable incidents, Monsoon Accessorize partnered with PMC to shore up its digital infrastructure.
Deploying PMC’s Raptor remote monitoring and management platform across its transactional tech stack, the retailer can now proactively monitor devices and software. This allows Monsoon Accessorize’s team to identify potential technical conditions and issues that could lead to service disruption ahead of time and, where possible, resolve them automatically.
By addressing recurring issues at source and reducing the need for manual intervention, this continual improvement has created a more robust store infrastructure, as well as helping to maintain the stability of the legacy POS environment.
“PMC has played an important role in helping us maintain a stable and resilient operating environment, even as some of our underlying hardware and software has aged,” David West, Chief Technology Officer at Monsoon Accessorize, said. “Its Raptor monitoring technology, and the continuous improvement of the automation behind it, have helped us prevent incidents and reduce the operational impact of technical issues on our stores.”
Since rollout, the solution has prevented over 2,000 technical incidents annually through proactive identification and automated resolution of issues. It has also now scaled to automate in excess of 20 million procedures each year. This has helped improve operational efficiency through automated remediation while creating a more stable architecture upon which controlled software updates can be deployed.
“Robust technology foundations are essential to creating the reliable, responsive store environments that underpin great customer experiences,” said Jake Allmond, Managed Services Director at PMC. “When systems work seamlessly, colleagues can focus on serving customers, rather than resolving technical issues, helping deliver consistent and compelling experiences that drive CX, conversion and sales.”
“By proactively identifying and resolving issues before they impact store operations, we’re helping Monsoon Accessorize build greater resilience within its tech stack, ensuring its stores have the stability and agility needed to support its continued growth,” Allmond added.
