Paints & Coatings Manufacturer Streamlines Operations Across EMEA and APAC

Dispatch and Scheduled Site Services Across EMEA and APAC

About THE CLIENT

The client is a global paints, coatings, and performance-materials manufacturer operating production plants, technical laboratories, distribution centres, and commercial offices across Europe and Asia-Pacific.Manufacturing and laboratory environments place unusual demands on IT field support: production lines and quality-control systems cannot tolerate extended downtime, site access is governed by strict safety induction requirements, and engineers must be able to work within controlled plant environments.

At a glance

Industry
Paints coatings & performance materials manufacturing
GSI
HCLTech(HCL)
services
Managed dispatch and scheduled site services/
Coverage
EMEA and APAC

Success highlights

  • 386 per year, Dispatch tickets handled
  • 144 per year,Scheduled site activities
  • 530 per year,Activities completed
  • MTTR improved from 4.6 to 3.8 days
  • 99.6% Average SLA attainment

The challenge

Corporate meeting

Demand Volatility Required Flexible Engineer Capacity

Monthly dispatch volumes ranged from 22 to 43 tickets, creating significant fluctuations in demand and requiring a resourcing model that could scale without adding idle capacity

Sharp demand volatility. Monthly dispatch volumes swung from 22 to 43 tickets — a near doubling between the quietest and busiest months — requiring engineer capacity that could flex without carrying idle cost. A concentrated demand surge. February and March delivered back-to-back peak months, testing the resourcing model at exactly the same time across two regions.

Multi-country APAC coverage. Distributed sites across Asia-Pacific with differing languages, holidays, and access regimes. countries, several with restrictive labour and compliance environments, spanning multiple languages, time zones, and site types, from manufacturing plants to corporate offices.

Our approach

HCLTech (HCL) as Global Systems Integrator

HCLTech (HCL), as Global Systems Integrator, holds the client relationship and overall service governance, and engaged Teceze as its last-mile field services delivery partner.Teceze operates a combined reactive dispatch and scheduled site services model across the EMEA and APAC estate. Reactive dispatch handles break/fix, IMAC, and smart-hands requests on demand, while a fixed programme of scheduled site visits provides planned preventative coverage at nominated locations each month

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

Execution

Combined reactive and scheduled model. A planned scheduled-activity programme runs alongside reactive dispatch, giving the client predictable preventative coverage at nominated sites while retaining on-demand response capability.

Pre-visit discipline

A mandatory pre-visit form is completed before every engagement, confirming scope, parts, site access, and safety prerequisites. This single control is the principal reason the account sustains near-zero failed visits

Regional engineer pooling

Separate but coordinated EMEA and APAC engineer pools, with skill-to-task matching and pre-cleared site access, protect response times without duplicating capacity across both regions

Weekly service-delivery governance with HCLe

Astanding weekly review with the HCL service delivery team covers lessons learned, open concerns, and forward demand signals. This forum is where the February–March ticket surge was analysed and the resourcing response agreed

Governance and reporting cadence

A structured governance and reporting cadence ensured clear visibility across service performance, ticket volumes, and resource utilisation. Regular reviews enabled timely decisions, escalations, and capacity adjustments

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

Reliable Delivery Through Rapid Service Growth

99.6% average SLA attainment across the reporting period, with four of five months at a perfect 100%
100%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

testimonial
Delivery partnership

How Teceze and Infosys work together on this account

Teceze provides the field-service delivery capability, while Infosys brings programme governance and enterprise coordination. Together, both teams ensure flexible engineer coverage, consistent service delivery, and transparent performance management across regions

Looking ahead

Contract Duration

Six months. The current term runs from April 2026 to September 2026, operating as a combined dispatch and scheduled service

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