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Retail

Stabilizing Mission-Critical Commerce Infrastructure to Protect Revenue and Customer Trust

How Techies Infotech rescued and modernized Muscat Duty Free's failing eCommerce and raffle platform—eliminating performance failures, re-engineering core business systems, and delivering a secure, scalable foundation integrated across enterprise operations.

About Project

Recovering and Modernizing a Failing

Commerce Platform Under Revenue Pressure

Muscat Duty Free's digital commerce and raffle platform had reached a critical breaking point. Severe performance issues, frequent transaction failures, and an outdated technical foundation were directly impacting revenue, damaging customer relationships, and creating operational chaos. The platform, running on an obsolete Magento version with years of accumulated technical problems, could no longer support basic business requirements.

The situation demanded immediate intervention. Every day of delay meant lost revenue, frustrated customers, and increased risk to brand reputation. The leadership team needed a partner who could stabilize the failing platform while simultaneously modernizing it to support long-term business goals.

Techies Infotech was engaged to lead a complete platform recovery and modernization program. This went far beyond a standard software upgrade—it required emergency performance fixes, complete UI/UX redesign, fundamental re-engineering of the raffle system (a core revenue driver), and integration with ERP and payment systems to eliminate operational bottlenecks.

The engagement delivered a stable, high-performance commerce platform capable of handling international traffic volumes, supporting complex duty-free retail operations, and providing the foundation for future digital growth—while restoring customer confidence and operational reliability.

This project demonstrates how strategic technology intervention can rescue failing infrastructure, protect revenue streams, and transform operational liabilities into competitive advantages.

UI UX

Redesigning the Complete Customer Experience for Modern Duty-Free Retail Standards

Key Challenges

Critical Business and Technical Issues
Threatening Platform Viability

Platform Performance Causing Direct Revenue Loss

Load times exceeding several minutes made the platform essentially unusable during peak periods. Customers abandoned purchases, raffle entries failed, and the brand suffered reputational damage. Every minute of delay translated directly to lost revenue and eroded customer trust.

Legacy Technology Creating Operational Risk

The outdated Magento version lacked current security updates, performance capabilities, and modern features. Any change to the platform carried significant risk of causing additional failures. The technical foundation was actively working against business objectives.

Raffle System Failures Undermining Core Business Mode

The raffle module—a primary revenue generator and customer engagement tool—frequently failed to complete transactions or send confirmation emails. This created reconciliation nightmares for operations while destroying customer confidence in a signature duty-free offering.

Poor User Experience Limiting Mobile Commerce

The legacy interface failed to meet contemporary duty-free retail standards and performed poorly on mobile devices. With travelers increasingly booking on smartphones and tablets, this limitation directly restricted market reach and conversion potential.

Manual Processes Increasing Errors and Costs

Without real-time ERP connectivity, staff manually managed product data, inventory levels, and order information across systems. This created frequent errors, slowed operations, and increased labor costs while limiting the ability to scale.

Our Solutions

Comprehensive Platform Recovery and

Modernization Delivering Immediate Business Impact

Our Approach

We began with a comprehensive platform assessment to identify critical performance bottlenecks, functional gaps, and architectural risks.

Recovery was executed in controlled phases—platform upgrade, UI/UX redesign, raffle re-engineering, and ERP integration. Each phase included rigorous testing under realistic conditions, with clear rollback plans to protect business continuity.

The platform was upgraded from Magento 2.4.5 to 2.4.8, unlocking critical performance improvements and security patches. Deep optimization work on backend architecture, caching systems, and database performance drastically reduced load times. This created a stable foundation capable of supporting high traffic volumes without failures.

Our Approach

Disciplined Recovery Methodology
Balancing Speed with Risk Management

Comprehensive Platform Assessment and Recovery Planning

The engagement began with detailed analysis of the failing platform, identifying critical performance bottlenecks, functional gaps, and architectural risks. This assessment informed a prioritized recovery plan that addressed immediate revenue threats while building toward long-term stability.

Experience Design as Strategic Foundatio

UI/UX redesign was treated as a core business requirement, not cosmetic improvement. Design decisions directly addressed usability problems, operational workflows, and performance constraints identified in the failing platform.

Phased Delivery Protecting Business Continuity

Platform upgrade, feature development, ERP integration, and data migration were executed in controlled phases with clear rollback plans. This approach minimized business disruption while systematically addressing technical debt and functional requirements.

Rigorous Testing and Controlled Launch

Extensive testing covered commerce workflows, raffle functionality, and system integrations under realistic load conditions. Post-launch monitoring and optimization ensured platform stability as real customer traffic returned to the recovered system.

Technology

Proven Enterprise Commerce Technologies

Supporting High-Volume Operations

Magento (Adobe Commerce – Open Source)

Figma

MS Dynamics NAV

Ottu

AWS

Key Results

Quantifiable Business Impact from
Platform Recovery and Modernization

Platform Performance Restored to Competitive Standards

Page load times decreased by 80-90%, eliminating the multi-minute delays that were causing customer abandonment. System stability and uptime improved dramatically across all store views, directly protecting revenue during peak shopping periods

Raffle System Reliability Protecting Core Revenue Stream

The rebuilt raffle platform delivers consistent ticket purchases, reliable confirmations, and transparent winner communications. Customer confidence in this signature duty-free offering has been restored, protecting an important revenue and engagement channel.

Enhanced Customer Experience Driving Conversion Improvement

Modern UI/UX design, simplified checkout flows, and mobile optimization reduced friction throughout the customer journey. Travelers can now browse products, complete purchases, and enter raffles efficiently across any device.

Operational Efficiency Through Automated Integration

Real-time ERP connectivity eliminated manual product, inventory, and order management. Staff productivity increased, error rates dropped significantly, and operational workflows became more efficient and scalable

Secure, Scalable Foundation Supporting Future Growth

The upgraded Magento 2.4.8 platform provides current security protections and proven scalability. The modernized architecture can support future integrations, traffic growth, and feature expansion without requiring another emergency recovery project.

Client Testimonials

Voices of leaders who

trusted us to deliver from kickoff to go-live

Techies Infotech delivered a seamless web & mobile experience for Kanaa that truly reflects our brand vision.— robust, scalable, and customer-first. We see Techies Infotech not just as a service provider, but as a long-term partner in Kanaa's digital journey.

Kartik Bhatt

CEO

Techies Infotech optimized the client's site across various devices, improved its loading times, and enhanced its user accessibility. The team maintained clear communication, promptly responded to needs, and proactively addressed concerns. Their consistency and exceptional accountability stood out.

Debbie Goodeve

CEO

The successful launch of Dubai CommerCity’s website marks a key milestone in our digital journey, and Techies Infotech played an instrumental role in making it happen. Their team brought unmatched expertise in enterprise portal development.

Arjun Sarkar

Vice President - Digital Ecosystem & Partnerships

Techies Infotech's work boosted the client's organic traffic, search engine rankings, conversion rates, lead quality, and brand visibility. Moreover, the team was approachable, transparent, and communicative. Their expertise, dedication, and technical support made them an exceptional partner.

Tricia Liverpool

General Manager

Working with Techies Infotech has been a great experience. They’re reliable, responsive and solution-oriented—exactly what you need in a delivery partner. Techies helped us modernize our online duty-free experience, leading the engagement with clear communication and strong ownership.

Renat Rozpravka

CEO

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Retail