Emerson scales consistent field IT support across 60 countries and 445 sites in first-generation transition

Emerson is a global manufacturing and technology leader operating across 60 countries and 445 sites. Its complex infrastructure required a scalable partner for first-generation field IT outsourcing, covering on-site engineering, dispatch, and VIP/VVIP support across challenging global markets.

About the Client

Emerson is a global manufacturing and technology leader serving customers in process management, industrial automation, climate technologies, and precision instruments across 60 countries and 445 operational sites worldwide. As one of Infosys's most demanding enterprise clients, Emerson manages exceptionally complex global infrastructure requiring first-generation outsourcing of field IT services spanning on-site engineering, dispatch support, and white-glove VIP/VVIP customer support. The company's operational scale and geographic complexity—including challenging regions like China, Japan, and Brazil—demanded a partner with proven capability to scale rapidly while maintaining performance discipline across the world's most complex field IT footprint.

At a glance

Industry
Industrial Manufacturing
Headquarters
Global (60 countries)
Products & services
Field IT Services, IMACD, VIP & VVIP Support – up to 445 sites across 60 countries, $60M TCV, 5-year engagement
Challenge
New global field IT engagement spanning six regions and 60 countries, with MTTR starting at 150 hours and no incumbent runway

Success highlights

  • 98%+ SLA across all six regions and 60 countries
  • 144 dedicated engineers deployed across six regions by May 2026
  • 40 hours average MTTR, reduced from 150 hours
  • 73% reduction in MTTR through continuous process refinement
  • 8,400+ tickets handled without typical first-generation friction

The challenge

Corporate meeting

First-Generation Global Field IT Deployment: Coverage and Performance Under Pressure

The constraint: staffing delays, language and quality gaps in hard-to-serve geographies, 150-hour MTTR

Emerson’s field IT footprint represented one of the most challenging first-generation outsourcing engagements in the Teceze–Infosys portfolio. Critical-site staffing delays during November–December created immediate coverage gaps. Engineer quality and language capability issues in hard-to-serve geographies (China, Japan, Brazil) threatened local SLA attainment.

Resource backfills had not yet been identified. Early MTTR figures of 150 hours signaled deeper operational issues.

Our approach

Structured Continuous Improvement for Global Field IT at Scale

Teceze mobilised one of its largest managed-service operations to date, scaling to 144 dedicated engineers by May 2026 while systematically addressing every transition-era issue through a structured continuous improvement plan.

From challenge to transformation, the solution included:

Rapid, Governed Escalation Management

Every escalation from engineer availability in Japan to ServiceNow queue categorization was logged in an action tracker and reviewed in a weekly governance call with the Infosys team, ensuring nothing aged without an owner and a corrective action.

Targeted Regional Strengthening

Engineer coverage was expanded in hard-to-serve regions, HR and resourcing capabilities were enhanced to accelerate backfills, and resource allocation was optimised to improve response times at remote sites.

Relentless MTTR Reduction

Month-on-month process refinement, incident root cause analysis, and engineer skill development cut MTTR from 150 hours to under 40 hours by May 2026 a 73% improvement.

Structured Continuous Improvement

Escalation tracking, weekly governance, and accountability ensured nothing aged without corrective action or owner assignment.

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
Daily Operations stand-up Critical-site coverage, high-priority escalations, regional MTTR trends
Weekly Escalation review Escalation tracker walkthrough, corrective actions, resource backfill status
Weekly Governance call Regional performance, engineer deployment, MTTR trajectory
Monthly Account governance Overall SLA achievement, contract scaling, continuous improvement roadmap
Quarterly Business review Contract health, expansion planning, strategic initiatives
The Results

Proven results at scale

98%+SLA Achieved
144Dedicated Engineers
40 HoursAvg. MTTR
98%+SLA achieved across all six regions and 60 countries
144Dedicated engineers deployed across six regions by May 2026
40 HoursAverage MTTR, reduced from 150 hours—a 73% improvement

What the client says

“The Teceze team treated our transition challenges as their own problems. When issues surfaced, they escalated, fixed them, and then showed us the data proving the fix worked. By May, we went from worrying about coverage to managing an operation. That’s the mark of a serious partner.”

— VP, IT Operations, Emerson

Delivery partnership

How Teceze Executes on This Engagement

Emerson is served by Teceze’s field IT delivery team, working under Infosys’s master service agreement. Teceze leads day-to-day operations, governance, and continuous improvement; Infosys provides account management, compliance oversight, and strategic alignment.

Looking ahead

Sustaining performance and scaling capability

With first-generation transition challenges successfully navigated and operational reliability established, Emerson and Teceze are planning the contract scaling phase. Strategic focus areas target automation, advanced analytics, and workforce development to sustain and enhance performance across the expanding operational footprint.

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