AutoStore Reaches 98% SLA in Four Months Across 14 Countries

Teceze architected a multi-domain dispatch model combining skills-based engineer matching, global network coverage including remote locations, and disciplined 24-hour response guarantees. The strategy prioritized technical expertise over pure geography, ensuring that AutoStore sites received engineers capable of resolving complex multi-domain issues on first contact. This approach balanced rapid deployment with quality assurance, enabling 98% SLA performance within months rather than quarters. Rather than geography-first dispatch, engineers were matched based on required technical skills — EUC, server, or network — ensuring the attending engineer possessed the right expertise to complete work on first visit and maximizing first-contact resolution rates. Teceze’s established global engineer network extended coverage to all 14 countries, including remote locations across Norway and other challenging geographies, built on relationships with local partners in hard-to-reach areas to ensure coverage continuity where a single-vendor model would have struggled. A committed 24-hour response standard was established from day one and met consistently across all 14 countries, applying regardless of time zone or geographic remoteness. Where early months surfaced remote-site availability gaps, a structured improvement plan was developed to expand engineer coverage in those hard-to-reach locations, positioning the account for sustained scaling as its footprint grows.

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