Global EUC Refresh Delivers 15,600+ Annual Device Refreshes

About THE CLIENT

A global automotive technology and mobility systems company required a scalable End-User Computing (EUC) refresh programme to modernise its device estate across multiple locations. The programme covered 10,000+ devices and was designed to support a sustained refresh rate of 1,300+ devices per month, equivalent to more than 15,600 refreshes annually.Teceze supported the programme through a structured, high-volume delivery model focused on consistent execution, minimal user disruption, and predictable refresh throughput across the global estate.

At a glance

Industry: Automotive technology & mobility systems
SERVICE: EUC refresh
Products & services: Fully managed EUC field services, 25 countries / 95 sites
DEVICES: 10,000+

Success highlights

98% SLA attainment across the full global refresh programme
15,600 More device refreshes delivered per year at the sustained monthly rate
10,000 A device estate fully refreshed within twelve months
MTTR improved from 4.6 to 3.8 days
Workforce scaled from 24 to 30 FTEs

The challenge

Automotive engineering environments run computationally demanding workloads

HCLTech Systems Integrator holds the client relationship and overall programmed with Teceze delivery partner

The client is a global automotive technology business supplying electrical architecture, software-defined vehicle systems, and advanced safety components to vehicle manufacturers, operating engineering centres, manufacturing plants, and commercial offices worldwide

A refresh programme must therefore handle a diverse device population — from standard corporate laptops to high-specification engineering workstations — without applying a single standard build to fundamentally different user needs

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:

Front-loaded throughput model

The programme was resourced to reach full monthly throughput immediately rather than ramping, which is what makes a 10,000-device refresh achievable inside twelve months

Knowledge transfer in parallel

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

Persona-based build differentiation

Separate build and configuration profiles were maintained for engineering workstations and standard corporate devices, so each user population received an appropriate device rather than a lowest-common-denominator build

Migration scheduling around workload

Engineering user migrations were scheduled around computational workload patterns, protecting long-running work from interruption

Globally distributed execution

Refresh activity was executed across worldwide locations under a single programme standard, so users received consistent experience regardless of location

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:12-month global EUC refresh

15,600+ annual refreshes delivered at 98% SLA

98%SLA attainment across the full global refresh programme

15,600+ Device refreshes delivered annually at a sustained rate of 1,300+ per month

10,000+Devices refreshed across the global estate within twelve months

1,300+TDevices refreshed every month through a consistent, high-volume delivery model

12 monthsdaysMTTR in May, improved from 4.6 days

28–30Engineering FTEs, scaled from 24

Why it matters

Engineering workload disruption minimised through workload-aware migration scheduling. Consistent global execution under a single programme standard

A steady, month-over-month improvement pattern, rather than an early spike followed by a plateau, is the signal a first-generation client needs in order to build confidence in outsourcing as a model. That confidence underpins renewal and expansion decisions over the remaining life of the five-year contract.

What the client says

“The programme gave us a consistent global approach to device refresh while recognising the different needs of our engineering and corporate users. Workload-aware scheduling helped minimise disruption to critical engineering activity, while a single delivery standard ensured predictable execution across locations”

—Client Programme Stakeholder

Delivery partnership

How Teceze and HCL(tech) 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 HCL(tech)contributes the broader managed-service and transition framework within which the engagement operates.

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Looking ahead

sustaining global refresh performance

With the 12-month refresh programme established across the global estate, the focus shifts to maintaining delivery consistency while supporting evolving engineering and corporate user requirements

Close out complianceFinishing remaining location-specific items, including outstanding items in markets like Finland.
Complete the rampBringing the last sites fully online as the workforce settles at its target level of 28–30 FTEs
Sustain 99%Holding resolution SLA as ticket volumes grow, using the monthly cadence to catch drift early
Push response SLA higherBuilding on response SLA already trending past 96%.
Strengthen programme governanceUsing a single global delivery standard to monitor performance, manage variation, and maintain predictable refresh outcomes