Digital readiness can make or break a sale—especially when supporting hybrid models like Buy Online, Pickup In Store (BOPIS). 

For a major U.S. department store chain with a strong presence in the United States, the COVID-19 pandemic forced months-long closures and accelerated the shift to e-commerce. 

To ensure every store opened ready for business—without fail—the retailer turned to Digitate’s Business Health Monitoring (BHM) for Retail. 

Read the full case study here. 

The Challenge: Operational blind spots and alert overload 

Before the transformation, the retailer’s IT operations faced: 

  • Nearly 8,000 cash registers and 7,000 scanners across stores 
  • 293 unique databases (one per store) 
  • 51 different systems requiring individual monitoring 
  • A flood of noisy, disconnected alerts from siloed monitoring tools 
  • No centralized visibility into store or regional IT health 

Worse still, IT teams were only alerted after an outage occurred—forcing reactive firefighting during peak hours and putting customer satisfaction at risk. 

The Solution: AI-powered Business Health Monitoring 

The retailer deployed Digitate’s Business Health Monitoring (BHM) for Retail across all locations, enabling: 

  • Centralized interactive dashboard for real-time store health monitoring 
  • 6 a.m. “lights on” readiness reports to ensure systems were operational before store opening 
  • Self-healing capabilities to automatically fix configured issues 
  • Customized store IT blueprints for intelligent, context-aware monitoring 
  • Noise suppression to eliminate false or redundant alerts 
  • Integration with ITOM tools for manual escalations 

With proactive monitoring, each store’s networks, POS systems, databases, and back-office applications were kept operational to safeguard business continuity. 

The Outcome: Faster response, less downtime, happier customers

  • 51% reduction in MTTR—issues resolved in nearly half the time 
  • 70% decrease in downtime hours per month 
  • 75% lower IT maintenance workload—from 8 hours/day to just 2 
  • 140+ critical issues resolved proactively, improving store uptime and customer experience 
  • Strengthened BOPIS and hybrid sales channel performance 

Key takeaways 

By reimagining its IT command center with Digitate BHM, this legacy retailer moved from reactive troubleshooting to proactive, AI-driven operations. 

Now, IT teams focus on optimizing performance instead of firefighting—delivering an agile, reliable retail operation that meets the demands of today’s omnichannel customers. 

Read the full case study here. 

Ready to simplify your ITOps landscape? Schedule a demo with us today. 

FAQs

What is Digitate’s Business Health Monitoring (BHM) for Retail?

It’s an AI-powered platform that proactively monitors store IT health, detects issues before they impact operations, and automates resolution to ensure store readiness. 

Downtime was reduced by up to 70% per month, improving overall customer experience and sales readiness. 

IT maintenance workload dropped by 75%, freeing staff to focus on strategic tasks. 

Yes, proactive monitoring ensured hybrid sales channels like BOPIS ran smoothly, even during peak shopping hours. 

The retailer experienced significant reductions in downtime and MTTR within months of deployment.Â