AGCO Streamlines Global IT Operations with Enterprise Infrastructure Support

Teceze, working with Infosys, stood up a fully managed End User Computing field services operation for AGCO, scaling engineers across 95 sites while resolution SLA climbed from 93% to 99% in six months.

About AGCO

AGCO (NYSE: AGCO) is a global leader in the design, manufacture, and distribution of agricultural machinery and precision agriculture technology. Headquartered in Duluth, Georgia, the company serves farmers and OEM customers worldwide through a portfolio of brands including Fendt, Massey Ferguson, Valtra, Challenger, and PTx, and reported approximately $10.1 billion in net sales for 2025.

At a glance

Industry
Agricultural machinery, global manufacturing
Headquarters
Duluth, Georgia, USA
Products & services
Fully managed EUC field services, 25 countries / 95 sites
Challenge
Stand up a first-generation EUC field services operation from scratch, ramping engineers across compliance-sensitive geographies without compromising quality.

Success highlights

  • 99% resolution SLA by May 2026, up from 93% in January
  • 96%+ response SLA and trending upward
  • 97% average engineer availability across all sites
  • MTTR improved from 4.6 to 3.8 days
  • Workforce scaled from 24 to 30 FTEs

The challenge

Corporate meeting

A first-generation transition, under first-time scrutiny

Building from scratch, across 25 countries

AGCO was undertaking a first-generation outsourcing of its EUC field services, the first time internal teams and processes were handed to an external partner. There was no existing outsourced baseline to benchmark against; every process, SLA, and escalation path had to be designed and proven live.

The engagement called for a rapid ramp-up of skilled field engineers across 95 sites in 25 countries, several with restrictive labour and compliance environments, spanning multiple languages, time zones, and site types, from manufacturing plants to corporate offices.

Our approach

A structured delivery model focused on quality and consistency

Teceze approached the engagement with a deliberate, quality-first strategy: prioritising the right engineer over the fast hire, standing up knowledge transfer alongside live delivery, and working through country-specific compliance methodically rather than cutting corners.

From ad hoc hiring to a governed, phased rollout, the transformation included:

Right engineer over fast hire

Rigorous selection across 25 countries, even where it meant a slower ramp in restrictive labour markets.

Knowledge transfer in parallel

Built up alongside live service delivery, rather than as a gate before go-live.

Compliance handled methodically

Country-specific requirements, including Finland, worked through carefully rather than rushed.

Phased, not simultaneous, rollout

Sites brought live in stages so lessons from each phase informed the next.

Governance and reporting cadence

Because this was AGCO’s first outsourced EUC relationship, visibility mattered as much as performance. A layered governance model keeps issues visible well before a formal review:

Cadence Forum Focus
Daily Operational stand-up Open tickets, escalations, coverage gaps
Weekly Service delivery review SLA/MTTR tracking, at-risk sites
Monthly Governance & steering call Country ramp status, compliance close-out
Quarterly Business review Contract health, workforce planning
The results: January to May 2026

Six months in: SLA performance ahead of a mature account

99%Resolution SLA by May 2026, up from 93% in January
96%+Response SLA, trending upward
97%Average engineer availability across all sites
~9,474Total tickets handled (7,771 requests, 1,703 incidents)
3.8 daysMTTR in May, improved from 4.6 days
28–30Engineering FTEs, scaled from 24

What the client says

“This was our first time handing EUC field services to an outside partner, and that came with a lot of internal scrutiny. Teceze and Infosys didn’t chase headcount to hit a number—they prioritised getting the right engineers in place, even where that meant a slower start in some countries. Six months in, our resolution SLA is at 99% and still climbing. That’s the kind of steady, transparent delivery that builds confidence in a first-generation outsourcing relationship.”

— IT Service Delivery Lead, AGCO

Delivery partnership

How Teceze and Infosys work together on this account

The engagement is delivered jointly. Teceze provides the field engineering workforce, on-site delivery, and country-level compliance execution across the 25-country footprint, while Infosys contributes the broader managed-service and transition framework within which the engagement operates.

Looking ahead

Sustaining performance as the five-year contract scales

With the first six months establishing a proven operating rhythm, focus shifts to consolidating that foundation as the contract enters its next phase.

Related case studies