Enterprise Smart Hands Support Delivers 98% SLA Across 14 Countries

Teceze stood up a global dispatch operation providing smart hands support for end-user computing, servers, and network infrastructure across AutoStore sites in 14 countries, achieving rapid maturity and consistent high performance across remote and complex technical environments.

About the Client

AutoStore is a global leader in automated warehouse robotics and material handling solutions, serving enterprise logistics operations across Europe, North America, and Asia-Pacific. With rapidly expanding installations requiring 24/7 technical support, AutoStore manages complex IT infrastructure spanning servers, networking, and end-user computing devices across 14 countries. The company's growth trajectory demanded a dispatch partner capable of handling multi-domain technical complexity across genuinely remote geographies—including Nordic locations where engineer availability is among the most constrained in the industry.

At a glance

Industry
Industrial & Automation
Headquarters
Global
Products & services
Smart Hands Support – Multi-domain (EUC, server, network) hands support for 14 countries, €2m TCV, 5-year contract
Challenge
55,000 devices across GxP environments, FDA 21 CFR Part 11 compliance mandatory, clean room restrictions

Success highlights

  • 98% Steady-state SLA performance reached within four months of go-live
  • 24h Response standard consistently met across all 14 countries
  • 2 days Average end-to-end ticket resolution time
  • 4 months Rapid maturity curve from standing start to 98% SLA

The challenge

Corporate meeting

GxP device management at pharma scale

The constraint: FDA 21 CFR Part 11 compliance, clean room restrictions, complex validation documentation

Multi-domain technical complexity across remote, geographically dispersed sites with no incumbent runway AutoStore required multi-domain smart hands support spanning end-user computing, servers, and network infrastructure Dispersed footprint across 14 countries, with many sites in genuinely remote locations, including far-flung parts of Norway Sourcing qualified engineers at short notice in remote locations is among the hardest problems in the dispatch business

Engagement launched in February 2026 with no incumbent: service had to be operational, reliable, and measurable essentially from day one Remote-site availability gaps represented the single biggest constraint to rapid scaling

Our approach

Rapid Global Dispatch Optimization for AutoStore’s Multi-Domain Engineering Needs

Stood up dispatch operation rapidly with skills-led engineer matching across three technical domains and global network Teceze drew on its global engineer network to cover AutoStore’s dispersed footprint across all 14 countries. Because AutoStore’s requests span three technical domains (EUC, server, network), engineer matching was skills-led rather than purely geography-led. This ensured the attending engineer could actually complete the work on the first visit. Established a committed 24-hour response standard and met it consistently. Achieved average end-to-end ticket resolution of just two days. For remote-site availability gaps identified in early months, developed a structured improvement plan to expand engineer coverage in hard-to-reach locations.

From challenge to transformation, the solution included:

Skills-Led Engineer Matching

Implemented domain-based matching (EUC, server, network) rather than purely geography-led assignment, ensuring engineers could complete work on first visit.

24-Hour Response Commitment

Established and maintained consistent response SLA across all regions and technical domains.

Remote Site Availability Programme

Developed structured plan to expand coverage in hard-to-reach locations, addressing early-stage availability gaps.

Regional caching for model assets

Local caching of large design files reducing re-transmission. CDN delivery of frequently used libraries.

Governance and Reporting Cadence

Operational transparency and stakeholder alignment are critical to program success. A layered governance model keeps program health and costs visible:

Cadence Forum Focus
Daily Compliance stand-up Open tickets, escalations, regional coverage gaps
Weekly Compliance review SLA performance, engineer utilization, technical domain balance
Monthly Governance call Regional performance trends, remote-site initiative progress
Quarterly Business review Contract scaling, program health, expansion roadmap
The Results

Proven results at scale

98%SLA Performance
24hResponse Standard
2 DaysAvg. Resolution Time
98%Steady-state SLA performance reached within four months of go-live
24hResponse standard consistently met across all 14 countries
2 DaysAverage end-to-end ticket resolution time

What the client says

“This engagement demonstrates that the Teceze dispatch model can be replicated quickly for new clients without a long bedding-in period. The 98% SLA achievement within four months, spanning three technology domains and remote geographies, proves our scalable delivery capability.”

— Senior Operations Lead, AutoStore

Delivery partnership

How Teceze Executes on This Engagement

Teceze, in partnership with Infosys. Teceze provides dispatch operation management, engineer coordination, and continuous improvement. Infosys provides account oversight, escalation governance, and strategic alignment.

Looking ahead

Sustaining performance and expanding capability

With a proven dispatch model and strong performance foundation established, focus shifts to expanded coverage, faster response, and long-term capacity planning across the contract term.

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