How the company Bačelić ensured stable IT operations

In retail, every second of system downtime means direct revenue loss and damaged customer trust. For the company Bačelić, a leading expert in finishing materials, a stable IT infrastructure became a growth imperative. Learn how, through a process of centralization and cloud transformation, we eliminated downtime across four locations and ensured a system that keeps pace with their business operations.

Key results:

0% unplanned downtime after full migration.

Centralized network and security management.

Significantly faster support (issue resolution within the same working day).

About the client: Bačelić

Bačelić is a specialized retailer of construction finishing materials. Since 1992, they have been working with professional contractors and hobbyists, and today their team includes more than 100 employees across four retail locations.

Given the volume of daily transactions and multi-location operations, IT system reliability is a fundamental requirement of their business. As the company grew, the IT environment became increasingly complex, making management more difficult and gradually affecting operational stability. The goal was clear: remove bottlenecks and ensure an infrastructure that can support growth without disruption.

Challenge: Fragmented infrastructure and operational risks

Bačelić’s IT system evolved organically, following immediate business needs. The result was a combination of cloud solutions, on-premises infrastructure, and multiple network and communication service providers.

While individual components functioned, this fragmentation became an obstacle to further growth. The main challenges were:

• Lack of centralization: Different systems and service providers made monitoring and maintaining stability across all locations difficult.
• Physical system limitations: Existing solutions exceeded the capacity of the previous provider, which could no longer support the client’s evolving requirements.
• Communication disruptions: Occasional internet and telephony outages directly impacted productivity and transaction processing in a retail environment.

For a company with four locations and more than 100 employees, system and connectivity stability became a critical issue. They needed a partner capable of taking full responsibility for the entire system, unifying it, and ensuring uninterrupted operations.

Solution: Consolidation and transition to a centralized model

The approach to solving the problem was systematic—from in-depth analysis to phased implementation. The first step was a full technical audit of the IT infrastructure to identify critical points and define a transition plan.

Implementation was carried out in several key phases:

• System unification: Cloud services, local networks, and communication channels were integrated into a single, centralized environment managed by Databox.
• Resource modernization: Server infrastructure and network equipment were upgraded, with redundant internet links introduced to eliminate the risk of business downtime.
• Secure transition: Migration was coordinated with the previous service provider. The top priority was ensuring uninterrupted business operations throughout the transition.
• Managed Services model: The cooperation evolved from basic network maintenance into full IT infrastructure management, giving Bačelić a single point of contact for all technical needs.

The result is a structured and scalable system that enables stable operations across all locations, with clearly defined security protocols.

Implementation: Migration and architectural redesign

The main goal of the migration was to ensure technical continuity—system transformation had to take place in parallel with daily store operations. The process was divided into three key steps:

• Network connectivity: All locations were connected via primary and secondary data links, creating a stable network that enabled secure and fast data migration without disrupting sales operations.
• Cloud migration and security: After network stabilization, data was migrated to a cloud environment, alongside the implementation of security protocols protecting against external threats and data loss.
• System segmentation: Instead of relying on a single virtual server (a single point of failure), the architecture was redesigned into multiple smaller, independent units.

This redesign significantly reduced downtime risk: if one part of the system experiences issues, other services continue to operate normally, ensuring high availability.

“At one point, any interruption in business operations became unacceptable at any level, so we decided it was time for a new partner. And we found that in DATABOX.”

— Tea Bačelić Khouri, Board Member

Results: Operational stability and standardization

With the implementation of the new solution, Bačelić’s IT infrastructure became a predictable system supporting operations across all locations without technical interruptions.

Key outcomes:

• Elimination of downtime: Network centralization and redundancy reduced the risk of connection failures in stores to a minimum.
• Performance standardization: All systems operate uniformly, and infrastructure management is simplified, enabling faster deployment of new business solutions.
• Direct technical support: A rapid support system was established for all employees. Technical issues are resolved in real time, most often within the same working day.

The most significant shift for the client is the transfer of responsibility. The management of the entire IT ecosystem was taken over by Databox, allowing the company’s leadership to focus fully on core business and growth.

“Communication with Databox is much faster and simpler than before. Previously, we had to wait hours for customer support to respond; now we contact Databox directly and they immediately come on-site. The speed of communication is probably the most important thing for us. Their support is of much higher quality, at a high level, and always available to all our employees.”

— Tea Bačelić Khouri, Board Member

Conclusion

For companies operating across multiple locations, a stable and centralized IT infrastructure is essential for uninterrupted operations. The Bačelić project confirms the importance of transitioning from fragmented systems to a unified management model.

Databox’s approach is based on taking responsibility for complex IT processes, enabling clients to focus entirely on their core business. Being a reliable partner means ensuring a system that runs in the background—quietly, stably, and without interruption.

In projects like this, ensuring business continuity during migration is critical. That is why we follow a phased approach with full control over every step.

— Vladimir Olujić, CTO

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