Enterprise Client Delivers 98.9% SLA While Managing 25,000-Device Refresh Program

A global End-User Computing (EUC) refresh program covering 25,000+ devices, delivering 30,000+ annual device refreshes while maintaining a 98.9% SLA compliance rate, ensuring timely upgrades, improved performance, and a consistent user experience worldwide.

About Client

A global End-User Computing (EUC) refresh program covering 25,000+ devices, delivering 30,000+ annual device refreshes while maintaining a 98.9% SLA compliance rate, ensuring timely upgrades, improved performance, and a consistent user experience worldwide.

At a glance

Industry
Consumer healthcare OTC medicines, oral health & wellness
SERVICE
EUC refresh
DEVICES
25,000+
COVERAGE
Global

Success highlights

  • 98.9% SLA attainment across the full global refresh programme.
  • 30,000 More than 30,000 device refreshes delivered per year at the sustained monthly rate.
  • 25,000 A 25,000+ device estate fully refreshed within fifteen months.

The challenge

Corporate meeting

Global EUC Refresh Programme

25,000+ Device Refresh

Delivered a large-scale global End-User Computing (EUC) refresh covering 25,000+ devices across multiple countries over a 15-month programme.

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, quality-first delivery model built for global scale

Teceze adopted a standardized and governance-led approach to deliver a high-volume EUC refresh across multiple countries.The focus was on creating a repeatable delivery model that maintained quality, protected user productivity, and ensured compliance throughout the device lifecycle.

From planning and preparation to deployment and disposal, the approach included

Industrialized refresh process
Standardized workflows for provisioning, migration, deployment, device recovery, and decommissioning enabled consistent delivery of more than 2,500 device refreshes per month.
End-to-end lifecycle management
Managed the complete device lifecycle across warehousing, pre-provisioning, user migration, old-device recovery, compliant disposal, and asset buyback.
Compliance handled methodically
Country-specific requirements, including Finland, worked through carefully rather than rushed.
User-focused migration
Prioritized data integrity and minimal user disruption through structured migration planning, coordinated deployment, and controlled device handover.

Global compliance and governance

Applied country-specific requirements for asset disposal, data handling, and buyback while maintaining consistent programme governance across global locations.
Cadence Forum Focus
Daily Operational stand-up Deployment progress, open issues, and escalations
Weekly Service delivery review SLA/MTTR tracking, at-risk sites
Monthly Programme governance review Country performance, compliance, capacity, and roadmap
Quarterly Business review Programme health, continuous improvement, and strategic planning
The results:15-month global refresh programme

Six months in:High-volume EUC delivery with 98.9% SLA performance

98.9%SLA attainment across the full global refresh programme
30,000+Device refreshes delivered per year at a sustained rate of 2,500+ devices per month
25,000+Devices refreshed across the client’s global estate within 15 months
~2,500+Total tickets handled (7,771 requests, 1,703 incidents)
15monthsMTTR in May, improved from 4.6 days
28–30Engineering FTEs, scaled from 24

What the client says

“The scale and consistency of the EUC refresh programme gave us confidence that our global device estate was being managed to a high standard. Teceze maintained a 98.9% SLA while supporting more than 30,000 refreshes annually, helping us deliver timely upgrades without disrupting the user experience.”

— IT Service Delivery Lead, Enterprise Client

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.

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