Dynamic IT Dispatch Model Delivers 99% SLA from Month One

Teceze mobilized a rapidly scalable dispatch operation for Beazley, providing hands-and-feet support for end-user computing devices and audio-visual equipment across 25 locations in 8 countries, delivering 99% SLA from first month of operation while navigating a delayed purchase order.

About the Client

Beazley is a specialty insurance company managing complex client-facing operations across 25 locations in 8 countries. In the insurance world, audio-visual support carries unusual weight: a failed boardroom or client-meeting setup is instantly visible at the most senior levels of the business. Beazley required dependable hands-and-feet support covering both end-user computing devices and AV equipment.

At a glance

Industry
Specialty Insurance & Financial Services
Headquarters
Global Operations Across 8 Countries
Products & services
End-user computing support, audio-visual equipment dispatch, hands-and-feet technical services, dynamic scaling
Challenge
Demanding launch timeline, mixed technical scope, executive-grade reliability required, commercial delays, elastic demand scaling

Success highlights

  • 99% SLA from month one with no grace period required
  • 100% Response SLA maintained from February launch through April peak
  • 7× engineer deployment swing (5 to 38) with virtually no SLA impact
  • Delivered executive-grade reliability despite commercial delays

The challenge

Corporate meeting

Launch Complexity Under Commercial Pressure With No Grace Period

Beazley required 99% SLA from day one across 8 countries with no incumbent, no grace period, and commercial delays.

Beazley needed dependable hands-and-feet support covering both end-user computing devices and audio-visual equipment across 25 locations in 8 countries, with service going live in February 2026. The engagement faced a demanding launch timeline with zero grace period for ramp-up, mixed technical scope, and significant commercial delays on the procurement side.

In the insurance world, AV failures are instantly visible at the most senior business levels—there was no margin for error or learning curve.

Our approach

Elastic Dispatch Scaling for Beazley’s Mixed EUC/AV Environment

Teceze mobilized a rotating pool of dispatch engineers, scaling dynamically from 5 at launch to 38 at April peak while protecting service quality throughout. Because Beazley’s environment spans both end-user computing and audio-visual systems, engineers were trained and certified across both domains, with skill-based routing ensuring the right technician was matched to each request type.

From challenge to transformation, the solution included:

Dynamic Engineer Deployment Model

Deployed a rotating pool of engineers scaled elastically from 5 at launch to 38 at April peak, matching capacity to the site-visit pipeline. The flexible model avoided fixed excess capacity while maintaining response and resolution commitments throughout demand cycles.

Mixed EUC and AV Technical Expertise

Engineers trained and certified in both end-user computing devices and audio-visual systems, enabling seamless support for Beazley’s mixed technical environment. Skill-based routing ensured the right technician was matched to each request type.

Seamless Demand Response

Dispatch model flexed to match monthly demand patterns, scaling from a quiet opening month through the April peak while maintaining consistent SLA performance, with no quality degradation as volume increased or decreased.

Partnership Through Commercial Friction

Continued delivering at full service quality throughout a purchase order delay, protecting the client experience while the commercial process was worked through governance channels — demonstrating commitment to partnership over transactionalism.

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
Weekly SLA & Demand Review SLA performance metrics, weekly visit volume, engineer utilization rates
Bi-Weekly Dispatch Optimization Routing efficiency, engineer allocation, skill-gap analysis
Monthly Business Review SLA trends, demand forecasting, cost analysis, commercial status
Quarterly Strategic Planning Capacity planning, technology roadmap, expanded service offerings
The Results

Proven results at scale

99%Average SLA across four-month period (Feb–May 2026)
100%Response SLA from first month (February), dropping only to 95% during April peak
7×Engineer deployment swing (5 to 38) with virtually no SLA impact
38Engineers mobilized at April peak for seamless demand response
0%Quality degradation despite 7× swing in engineer deployment volume
FullService continuity maintained throughout purchase order delay, with zero disruption to delivery

What the client says

“Teceze’s team demonstrated remarkable flexibility and commitment. They not only delivered outstanding SLA performance from day one, but scaled elastically to our demand swings while managing commercial uncertainty with professionalism and partnership.”

— Chief Technology Officer, Beazley

Delivery partnership

How Teceze Executes on This Engagement

Teceze delivered full-stack hands-and-feet support: dynamic engineer dispatch across 8 countries, mixed EUC and AV technical expertise, real-time demand matching and capacity scaling, and integrated governance managing SLA performance and commercial partnership.

Looking ahead

Sustaining performance and scaling forward

With 99% SLA performance established as baseline and the dynamic scaling model proven effective, the engagement is positioned for smooth expansion across its five-year contract term. Immediate priorities focus on resolving outstanding purchase order items and closing remaining engineer-availability gaps.

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