Global IT Logistics Enables Seamless Customs Clearance and On-Time Delivery

Coordinating Customs Clearance and Final Equipment Delivery

About The client

Teceze supported the procurement delivery process through documentation support, customs clearance coordination and final delivery execution, helping ensure equipment moved through the required clearance process and reached its destination successfully.

At a glance

Client
TVS Group
Industry
Diversified Business & Manufacturing
Business Requirement
Customs clearance and successful delivery of procured equipment
Service
Customs Clearance & Delivery Support

Success highlights

  • Resolution SLA improved from 93% in January to 99% by May 2026, with response SLA consistently above 96% and trending upward
  • Maintained 97% average engineer availability across all supported sites, ensuring reliable on-site service coverage
  • 97% average engineer availability across all sites
  • MTTR improved from 4.6 to 3.8 days
  • The delivery workforce expanded from 24 to 30 FTEs, enabling stronger coverage and greater capacity to support growing service requirements

The challenge

Corporate meeting

A first-generation transition, under first-time scrutiny

Building from scratch, across 25 countries

AGCO was undertaking a first-generation outsourcing of its EUC field services, the first time internal teams and processes were handed to an external partner. There was no existing outsourced baseline to benchmark against; every process, SLA, and escalation path had to be designed and proven live.

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 delivery model focused on execution

Teceze coordinated the key activities required to move the equipment through clearance and into final delivery, providing a structured process across documentation, customs coordination and logistics

From ad hoc hiring to a governed, phased rollout, the transformation included:

Documentation support

Required documentation was coordinated to support the customs clearance process and reduce avoidable delays

Knowledge transfer in parallel

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

Customs clearance coordination

Teceze coordinated clearance activities and supported the movement of equipment through the required customs process

Final delivery execution

Following clearance, delivery activities were coordinated to ensure the procured equipment reached its intended destination successfully

Governance and reporting cadence

A structured coordination approach provided visibility across documentation, clearance status and final delivery, helping ensure outstanding activities were followed through to completion

Cadence Forum Focus
Daily Pre-clearance Documentation and shipment readiness
Weekly Clearance Customs coordination and status
Monthly Post-clearance Delivery planning and execution
Quarterly Close-out Delivery confirmation and completion
The results: Clearance completed and equipment delivered successfully

Six months in:Clearance completed and equipment delivered successfully

99%Resolution SLA by May 2026, up from 93% in January
96%+Customs clearance process supported through coordinated documentation
97%Final delivery completed following customs clearance
~9,474Total tickets handled (7,771 requests, 1,703 incidents)
4.8 daysMTTR in May, improved from 5.6 days
28–30Engineering FTEs, scaled from 24

What the client says

“Teceze provided effective coordination across the clearance and delivery process, helping us move the procured equipment through the required formalities and complete the delivery successfully”

—IT Operations Lead

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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