Took over fully managed IT operations across 32 retail locations for a growing home goods chain — cutting IT-related downtime by 80% and support ticket resolution time from two days to under four hours.
Prescott Home & Garden grew from 12 to 32 stores in three years with no corresponding growth in IT support capacity — a single overworked in-house IT person was responsible for every store's POS systems, networks, and staff devices, resulting in frequent multi-day outages during peak retail periods and a support backlog that never cleared.
Digivance took over as Prescott's fully managed IT partner, standing up 24/7 monitoring across all 32 locations, a responsive help desk, and proactive maintenance that catches issues before they cause store-level outages. IT-related downtime is down 80%, and what used to be a two-day wait for support is now resolved in under four hours on average.
A single in-house IT staff member was responsible for POS systems, networks, and devices across 32 growing store locations — an unsustainable ratio that guaranteed slow response times.
POS or network outages at individual stores routinely took a day or more to resolve given the single point of support, directly costing sales during outage periods, especially at peak times.
Staff support tickets — anything from a frozen POS terminal to a broken barcode scanner — averaged two full days to resolve, well beyond what retail staff needed to keep stores running smoothly.
IT issues were only discovered after a store called in a problem, with no monitoring in place to catch failing hardware or network issues before they caused a store-level outage.
Stores added over three years of rapid growth had inconsistent network setups and security configurations, since there was no standardised deployment process as new locations opened.
Store-level data backup was inconsistent and largely unverified, leaving Prescott exposed to significant data loss risk in the event of hardware failure or a security incident.
Stood up a dedicated help desk for Prescott staff across all 32 stores, with clear SLA-based response times replacing the ad-hoc, overloaded single point of contact they'd relied on before.
Implemented continuous monitoring across all store POS systems, networks, and critical infrastructure, catching failing hardware and network issues before they escalate into store-level outages.
Rolled out a standardised, secure network configuration across all stores, replacing the inconsistent setups that had accumulated during rapid growth with a consistent, manageable baseline.
Established a disciplined patching and security update cadence across all store systems, closing a security gap that had been left entirely unmanaged under the previous single-IT-person model.
Implemented verified, automated cloud backup across all locations with tested recovery procedures, closing the data loss exposure that had existed under the previous inconsistent backup approach.
Provided Prescott's leadership team with regular reporting on system health, ticket trends, and infrastructure investment recommendations — visibility they'd never had under the previous ad-hoc arrangement.
Completed onboarding and deployed 24/7 monitoring across all 32 store locations within the first month, immediately surfacing several failing network devices before they caused outages.
Completed network standardisation and security patching rollout across all locations, plus verified cloud backup implementation, closing the data loss exposure that had existed for years.
IT-related store downtime down 80% compared to the prior year. Average support ticket resolution time dropped from two days to under four hours, with proactive monitoring catching most issues before stores are even affected.
"We'd grown from 12 to 32 stores and our IT support hadn't grown at all — it was one person drowning. Digivance didn't just add capacity, they fixed how IT support works for us entirely. Store managers used to dread calling IT because they knew it meant a day or two of lost sales. Now most things get fixed before they even notice there was a problem."
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