Enterprise Field IT Support Delivers 4-Hour Response SLA Across 80+ Countries

Teceze, working with Infosys, delivered a globally scaled Field Service Operations model enabling fast retail incident response across VIP and standard locations, maintaining operational excellence and cost efficiency while achieving 99% SLA sustained across 2,800 retail stores spanning 80+ countries.

About Adidas

Adidas is a global leader in athletic footwear, apparel, and equipment, operating over 2,800 retail locations across 80+ countries. The company required a reliable partner to manage on-site hardware incidents, point-of-sale (POS) system failures, and retail disruptions—delivering fast response times in a geographically complex, multi-timezone environment with consistent operational excellence.

At a glance

Industry
Retail & Apparel
Headquarters
Herzogenau rach, Germany; Global Retail Operations
Products & services
Field service operations, POS system support, hardware incident response, retail technology expertise, tiered SLA delivery
Challenge
Global footprint complexity, inconsistent SLA performance, retail-specific skill gaps, escalation bottlenecks, talent coordination at scale

Success highlights

  • 99% SLA achievement sustained across VIP and standard retail locations
  • 4-hour VIP response SLA achieved for 241 critical retail locations
  • 2,800 stores coordinated with support across 80+ countries and multiple regions
  • 24/7 global coverage with round-the-clock dispatch across all time zones

The challenge

Corporate meeting

Global Retail Footprint With Inconsistent Response and No Unified Model

Adidas operated 2,800 stores across 80+ countries with response times varying by region and no unified dispatch coordination.

Adidas faced critical operational challenges managing its global retail footprint spanning 80+ countries and 2,800 stores. The company needed to respond rapidly to hardware failures, POS disruptions, and network outages across disparate geographies each with different time zones, languages, logistics networks, and regulatory requirements

Response times varied significantly by region with no unified dispatch model or service desk visibility, making it nearly impossible to maintain predictable SLA performance or identify best practices.

Our approach

The Solution: A unified, globally scaled Field Service Operations model

Rather than fragmented regional support, Teceze built a unified, tiered Field Service Operations (FSO) model combining centralized command desk operations, retail-specialized field engineers, and disciplined SLA governance. This approach enabled Adidas to maintain service excellence across all store types while controlling costs.

From challenge to transformation, the solution included:

Unified Command Desk & Dispatch

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

Centralized command desk validated incident triage, assigned SLA tiers (VIP vs. standard), and dispatched engineers using real-time geographic and skill-based routing. This eliminated regional inconsistencies and ensured predictable response times across all geographies.

Retail-Specialized Field Engineering

Deployed 2,800 field engineers across regions, trained in retail-specific technologies including POS systems, payment terminals, receipt printers, retail security, and networking. Skill-to-task mapping ensured engineers matched to incident complexity.

Tiered SLA Model with Cost Efficiency

VIP stores (flagship, high-revenue locations) received 4-hour response guarantees; standard stores received next-business-day (NBD) response. Two-tier approach balanced service quality with cost efficiency and retail impact.

Governance and Reporting Cadence

Maintaining a structured governance rhythm ensures continuous operational health, proactive risk management, and strategic value delivery across all engagement levels:

Cadence Forum Focus
Weekly SLA & Performance Review SLA metrics, incident trends, dispatch discipline assessment
Monthly Business Review Operational metrics, SLA trends, cost efficiency, engineer allocation analysis
Quarterly Strategic Planning SLA tier optimization, engineer allocation refinement, cost model review
As Needed Escalation Forum Critical incidents, geographic expansion, retail technology platform changes
The Results

Proven results at scale

99% SLA achievement sustained across VIP and standard retail locations
4-hour VIP Response SLA achieved for 241 critical retail locations
2,800 Stores coordinated with support across 80+ countries
24/7Global coverage with round-the-clock dispatch across all time zones
<15 minFirst-response time across all priority-1 incident dispatches
99.8%First-time fix rate maintained across all primary field operations

What the client says

“The Teceze team’s ability to coordinate complex, multi-country field operations without regional silos was exceptional. Their retail expertise and dispatch discipline ensured our stores stayed operational when it mattered most—during peak retail moments.”

— VP of Global Retail Operations, Adidas

Delivery partnership

How Teceze Executes on This Engagement

Teceze provided full-stack delivery: command desk operations (triage, dispatch, SLA tracking), field engineering across regions (incident response, hardware break/fix), retail technology specialization, and joint PMO governance with Infosys ensuring seamless global execution.

Looking ahead

Seamless Knowledge Transfer & Sustained Operational Excellence

Following successful completion of the three-year engagement, Adidas now operates its own managed FSO function with operational playbooks, process documentation, and trained field engineer network that Teceze established.

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