For a leading retail enterprise, Cleo was the foundation of their EDI operations—ensuring orders moved seamlessly, data exchanged without errors, and partners stayed connected. The platform itself was strong, but when an issue arose, the support response was anything but.
In an effort to improve responsiveness and keep costs under control, they turned to local consultants for Cleo support. The idea seemed logical—fast access, time-zone alignment, and immediate availability.
But reality played out differently.
The Unexpected Cost of the Wrong Fit
It wasn’t long before the cracks began to show. While the consultants were experienced in general integration work, they lacked the deep Cleo platform fluency needed to diagnose and resolve issues quickly.
A critical incident tested the setup—an EDI disruption that took 48 hours to resolve.
During that time:
- Orders piled up.
- Partner SLAs were breached.
- Internal teams scrambled to apply workarounds.
And every hour lost translated to delayed shipments and revenue impact.
The platform wasn’t at fault. The problem lay in the support model.
Turning to Globus for a Better Way Forward
Determined not to repeat the same mistake, the retail enterprise began looking for a partner who could bring:
- Cleo-native expertise for faster, more accurate resolutions.
- Cost efficiency compared to vendor-led support models.
- Proactive monitoring to catch and fix issues before they escalated.
They chose Globus.
Cleo itself had confidence in Globus’s capabilities, having seen our track record in operating and managing Cleo environments for other global customers. Our role was clear—take over their Cleo support function, run it with dedicated offshore experts, and restore operational reliability.
A Support Model That Delivered
Once Globus stepped in, the transformation was immediate:
- Proactive Issue Resolution – Problems were identified and fixed before partners even noticed.
- 24×7 Coverage – Offshore teams ensured early-hour coverage aligned with business-critical windows.
- Over 50% Cost Savings – Compared to onsite or vendor-only support models.
- Zero Repeat Incidents – Similar disruptions that once took days to resolve were handled in hours or minutes.
The Takeaway
Cleo remained the integration engine they trusted. The difference was in how it was supported. By replacing a costly, reactive model with Globus’s specialized, cost-effective offshore team, they didn’t just save money—they gained stability, visibility, and control.
