Service Desk Transformation Cuts MTTR by 58% in Two Months

At a glance

Industry: Food & Beverage / Retail
Engagement / Service: Service Desk, Dispatch & Device Logistics
Coverage: Sweden, Germany, Denmark, Finland and Norway
Delivery Model: Fully managed services
Delivery Partnership: TECEZE in partnership with Infosys
Contract Scope: Service Desk: ~1,000 contacts/month, €780K TCV, 5-year contract from Jan 2026
Dispatch: $4m TCV, 5-year contract from Mar 2026

Success highlights

58% MTTR improvement in two months
3,069 Tickets handled from March–May 2026
100+ daily tickets Absorbed during the first-week volume surge
100% Dispatch resolution SLA
2 days Average Nordic warehouse turnaround

The challenge

Launching three Nordic IT services while absorbing a 3x ticket surge

Replacing the incumbent provider across the Nordic region

Espresso House needed to replace its incumbent IT provider with a full-stack support model comprising a native Swedish-language service desk, onsite dispatch capability and a five-country Nordic device warehouse—all launching within the same quarter

During the first week, the new service desk received more than 100 tickets per day against a forecast of 30, more than triple the expected volume, while the team was still completing knowledge transfer from the outgoing provider. Early challenges included long call wait times, knowledge-transfer gaps and an opening-month MTTR of more than 13 days.

At the same time, dispatch and warehouse operations needed to establish reliable delivery across multiple Nordic countries without compromising service levels

Our approach

Absorbing the transition surge while stabilising three services in parallel

Rather than renegotiating scope, TECEZE absorbed the unexpected demand and focused on stabilising operations through targeted staffing, in-flight knowledge transfer and continuous process refinement.

The delivery approach focused on stabilising the service desk while bringing dispatch and device logistics online in parallel:

Swedish-speaking service desk

A Swedish-based, Swedish-speaking team of five engineers managed the transition backlog while closing knowledge-transfer gaps and tuning service processes week by week.

Continuous MTTR improvement

Month-on-month process refinement reduced service desk MTTR from 13.2 days in March to 8.8 days in April and 5.5 days in May, representing a 58% improvement in two months.

Reliable dispatch delivery

The onsite dispatch service went live in March with coordinated request handling and site support, maintaining 99% average response SLA and 100% resolution SLA.

Five-country device logistics

The Nordic warehouse operation supported device shipments across Sweden, Germany, Denmark, Finland and Norway. Following initial setup delays in Sweden, the operation stabilised at a 2-day average turnaround.

Governance and service stabilisation

TECEZE maintained close operational oversight throughout the transition, using performance trends, service volumes and delivery feedback to identify issues early and continuously refine the operating model.

Focus	Activity	Outcome
Service Desk	Daily volume and backlog monitoring	Rapid response to the unexpected ticket surge
MTTR	Month-on-month process refinement	Reduced from 13.2 to 5.5 days
Dispatch	Coordinated request handling and site support	99% response SLA and 100% resolution SLA
Device Logistics	Cross-border warehouse and shipment coordination	2-day average Nordic warehouse turnaround

The results: March–May 2026

Three services launched and stabilised within a single quarter

3,069 Service desk tickets handled — 2,811 incidents and 258 service requests

1,474 Tickets handled directly by the Service Desk

58% MTTR reduction, from 13.2 days to 5.5 days in two months

100+ Daily tickets absorbed during the first-week surge against a forecast of 30

100% Dispatch resolution SLA

2 days Average warehouse turnaround across five countries

Why it matters

Espresso House demonstrates TECEZE’s ability to manage a complex multi-service transition while responding to demand that significantly exceeded the original forecast. The service desk absorbed more than 100 tickets per day during its first week and subsequently reduced MTTR by 58% within two months.

In parallel, dispatch maintained 100% resolution SLA and the Nordic warehouse reached a 2-day average turnaround across five countries. Together, the results demonstrate a coordinated support model capable of stabilising service desk, field support and device logistics operations within the same quarter.

Delivery partnership

TECEZE and Infosys delivering a full-stack Nordic support model

TECEZE delivered the service desk, dispatch and warehouse capabilities in partnership with Infosys. The engagement combined Swedish and English-speaking service desk operations, onsite support and five-country device logistics under a coordinated delivery model.

The partnership enabled Espresso House to transition from its incumbent provider while simultaneously establishing three interconnected IT service lines across the Nordic region.

Looking ahead

Driving Further Service Maturity and Automation

With the first six months establishing a proven operating rhythm, focus shifts to consolidating that foundation as the contract enters its next phase.

Close out complianceFinishing remaining location-specific items, including outstanding items in markets like Finland.
Complete the rampBringing the last sites fully online as the workforce settles at its target level of 28–30 FTEs.
Sustain 99%Holding resolution SLA as ticket volumes grow, using the monthly cadence to catch drift early.
Push response SLA higherBuilding on response SLA already trending past 96%.
Deepen governanceLong-Term Service Maturity Build on the stabilised service foundation to drive continuous improvement throughout the five-year partnership.
Deepen governancePerformance Governance — Strengthen service performance tracking through consistent KPIs, SLA reporting and governance mechanisms.