For a large logistics enterprise, Cleo was the backbone of their supply chain integrations—streamlining EDI and API flows, connecting trading partners, and keeping operations moving. The platform was doing its job well.
But behind the scenes, every minor issue seemed to require escalation. Resolution cycles stretched longer than expected. The business was spending more time reacting to problems than proactively driving improvements.
The existing setup relied heavily on standard vendor support—competent, but expensive—and supplemented with local consulting resources that were familiar with integration work but lacked deep Cleo expertise.
While each option seemed logical on paper, the reality was:
- Vendor support came with high costs and fixed SLAs that weren’t flexible enough for operational needs.
- Local consultants billed premium rates, yet still needed extra time to navigate Cleo-specific configurations.
- Internal teams were frequently pulled into firefighting mode, diverting focus from high-value initiatives.
It wasn’t about the quality of Cleo—it was about finding a more agile, cost-efficient way to support it.
Why They Came to Globus
Recognizing that they needed a change, the logistics firm began exploring options. The company needed a partner who could:
- Understand Cleo at a deep, technical level.
- Provide faster turnaround times without sacrificing quality.
- Offer a more cost-efficient model that could scale with operations.
After evaluating multiple options, they turned to Globus—a team with extensive Cleo experience and a proven track record in running critical support functions for global enterprises.
Our proposal was clear:
- Build a Cleo-trained offshore support team.
- Provide proactive monitoring and issue resolution.
- Deliver coverage that is aligned with their operational hours.
- Cut costs significantly—without cutting corners on expertise or performance.
From Escalations to Efficiency
Within weeks of transitioning support to Globus, the difference was tangible. The onboarding was seamless, with no disruption to day-to-day operations. In fact, improvements were visible almost immediately.
- Faster Response & Resolution: Many issues were resolved before escalation was even necessary.
- 24×7 Availability: Operational continuity was no longer a concern.
- Significant Cost Savings: Over 50% reduction in support spend compared to the previous onsite/vendor mix.
- Full Visibility: Transparent reporting and communication kept all stakeholders in the loop.
The Cleo platform continued to run the supply chain. Globus simply made sure it ran smarter, faster, and at a lower cost.
When your supply chain depends on seamless integration, the platform is only part of the equation.
The way you support and maintain that platform can make the difference between reacting to problems and staying ahead of them.
For this logistics leader, switching Cleo support to Globus meant more than cost savings—it meant stability, speed, and complete control over their integration environment.
For organizations running mission-critical supply chain integrations, the lesson is clear: you don’t have to change the platform you trust—just choose the right partner to support it.
