Case Studies
If client satisfaction is important in your business, you can imagine how vital it is in ours. We take pride in the business results our clients have achieved and the many service problems they have solved. Read these stories to learn more about their triumphs and to see how uplifting service can help you.
Download Client Results Summary Sheet-
AIA Malaysia
Financial Services | AsiaLearn how one of the largest Asia-based insurers embarked on a service cultural transformation, improving their Net Promoter Score (NPS) by 32% and Customer Effort Score (CES) by 25%.- Best Customer Experience Management of the Year (Insurance – South Asia), Asia Pacific Customer Service Excellence Awards.
Air Mauritius
Airlines | AfricaNational airline returned to profitability and achieved prestigious 4 Star Skytrax rating in 24 months.- Whole organization, high intensity “Stepping UP Together” program.
- Engaging 3,000+ employees, unions, partners, and national community.
BNP Paribas
Financial Services | EuropeLearn how one of the world’s largest banks instilled a unified culture of service to over thousands of people employed across the globe.- Engaged global leaders in Service Leadership Workshops to build a globally-minded and locally-sensitive service culture.
- Over 10,000 global employees united under a culture of service excellence.
CapitaMalls
Real Estate | AsiaAn extensive real estate network known for stunning architecture and expansive shopping options uses service as a sustainable competitive advantage.- More than 100 shopping malls in 52 cities. 3,500 employees.
- Blended learning implementation.
Changi Airport
Aviation | SingaporeService turned Singapore’s busiest departure point into a one-of-a-kind, award winning destination.- 66 Million passengers per year.
- 200+ stakeholders, 38,000+ employees.
- “Most Awarded Airport in the World”
Cisco Systems
Telecom | United StatesCisco’s Global Business Services (GBS) provides shared services across the Cisco global enterprise, with centers in the US, India, China, Eastern Europe and Australia.- 1,500 employees worldwide.
- Top 50 of Fortune’s Best Places to Work.
Coca-Cola Hellenic BSO
Retail | EuropeA fast-growing Shared Services Centre, located in Bulgaria operating for the second biggest Coca-Cola bottler in the world.- A shared services center with a fast-growing service portfolio.
- Over 650 employees serving 24 Coca Cola Hellenic countries and 5 corporate offices.
Crown Castle
Telecom | United StatesS&P 500 company that builds and maintains the communications infrastructure behind the world’s most revolutionary technologies.- Over 600 staff completed Uplifting Service education in the East Area.
- 95% of staff believe the company and leaders care about employees.
FAB (formerly First Gulf Bank)
Financial Services | UAEOne of the fastest growing banks using UP methodology and courses to engineer a ‘Service First’ culture, and deliver their new brand promise.- 40+ Certified Change Leaders, 5,000+ employees, 8 countries.
- Awarded ‘Best Bank in the UAE’.
Fiji Airways
Airlines | FijiNational airline that achieved highest ever profit through rapid service improvement and a culture of service excellence.- Enjoyed a 22% increase in customer compliments.
- 183 staff were recognized and awarded for ‘Stepping UP’ for customers or colleagues.
Globe Telecom
Telecom | PhilippinesTelecommunications giant using service culture as a differentiator. Increased market share and achieved best ever financial results in 18 months.- Largest mobile network in the Philippines.
- UP course and tools taught to all 8,500 employees and partner network.
Habib Bank Ltd (now HBL)
Financial Services | PakistanThe largest bank in Pakistan increased customer loyalty and satisfaction across a vast geography in one year.- More than 1,500 branches.
- Domestic market share over 40%.
- Service education for 11,000+ employees, using 40+ Course Leaders.
LUX* Resorts
Hospitality | GlobalUsed uplifting service to redefine luxury while saving costs in the competitive island tourism industry.- 9 island resorts.
- 3,000+ employees.
- 22% increase in TripAdvisor scores.
Marina Bay Sands
Hospitality | SingaporeIconic integrated resort successfully trained every employee in four months, dramatically improving customer experience and internal service.- 2,600 rooms, 1.3M square feet of convention space.
- 10,000+ employees.
- 24% increase in TripAdvisor scores.
Microsoft Corporation
Technology | GlobalGlobal leader in software and hardware maintains a competitive advantage with customers and partners worldwide.- UP education and tools used to engineer and improve Customer and Partner Experience.
- 101,000 employees, 600,000 partners.
- 60+ Course Leaders certified.
NIIT Technologies
Technology | IndiaSoftware and systems integration company increasing employee engagement and inspiring new ideas to deliver greater value to customers.- Serving global customers across industries.
- More than 80 Certified Change Leaders engaging 10,000+ employees.
Nokia Siemens Networks (now NSN)
Telecom | GlobalIncreased profitability, customer loyalty, and employee engagement scores, while reclaiming market share.- 60,000 employees.
- 125 Uplifting Service Leaders.
- Service education in 15 languages throughout the world.
NTUC Income
Financial Services | AsiaLearn how a conservative insurance giant made their service come alive, claiming the #1 market position in sales and customer satisfaction.- 1,500 employees, 1M+ policy holders.
- Three-year uplifting service “revolution”.
- Achieved #1 position in customer satisfaction.
Parkway Health
Healthcare | AsiaOne of Asia’s largest healthcare providers embedded UP education programs and service tools into the operating system across hospitals.- Dramatic improvement in NPS scores and cost savings.
- Increased focus on increasing what patients value and on reducing waste.
Royal Vopak
Oil, Gas and Chemical Storage | AsiaLearn how the world’s largest oil and chemical storage giant stepped up its service to earn higher profits and secure long term customer loyalty.- 26 terminals facilities in 10 Asian countries.
- Uplifting Service training delivered in 7 languages.
- Unified service improvements across the region.
Singapore Airlines
Airlines | AsiaLearn how this world famous airline maintains it highly profitable position and earns its reputation of providing ‘Service Other Airlines Talk About.’- Frequently ranked #1 international airline in the world.
- 106 aircraft, 65 destinations, 15,000 employees.
Singtel
Telecom | AsiaUsing UP methodology and education across the Group. 40 Certified Change Leaders, 10,000+ employees.- Went from worst to best in CSAT in the country in 12 months.
- Highest ever Net Promoter and employee engagement scores.
Steris Healthcare Services
Healthcare | United StatesA global medical manufacturer which expertly utilizes service excellence to differentiate from competition, protecting margins, growing revenue, and increasing customer loyalty.- 35 Workshop Leaders certified to implement Service Education for 1000 employees.
- Improvements to various metrics including equipment uptime, response time, customer communication and customer loyalty.
SWAN GENERAL LTD
Financial Services | MauritiusThe leading financial solutions provider in Mauritius for insurance, retirement plans, wealth management and stockbroking for corporate clients and individual customers.- Launched ‘Ideas Box’ project to gather service improvement ideas.
- Revised orientation program so new team members learn shared service principles.
- Implements new actions on ideas raised from service education workshops.
Contact UsTemasek Polytechnic
Education | SingaporeLearn how this educational institution gives students an edge in the competitive job market with a winning service-mindset.- 1,000+ students trained in Uplifting Service each year.
- 50 Certified Change Leaders among academic staff.
The Republic of Singapore
Government | SingaporeLearn how this island nation made service the backbone of its thriving economy, with uplifting results in conventions, hospitality, finance, legal, medical, logistics, supply chain, government, education, and research.- 5 million residents, 2.5 million employed.
- Among the world’s highest rankings in competitiveness, innovation, ease of living, and of doing business.
THEBRANDHOUSE
Retail | AfricaLearn how a leading distributor and retailer of home appliances and consumer electronics in Mauritius chose SERVICE to differentiate in a competitive marketplace.- Senior Leaders Team and 350 employees aligned on new service vision: Uplift Your World. Everyday.
- Customer satisfaction measurably improved through innovative service ideas.
Wipro Technologies
Technology | IndiaLearn how this Indian-based IT powerhouse deployed Uplifting Service training to dramatically improve client satisfaction as “proactive value-adding service partners”.- 200+ key accounts selected for improved service.
- 15% customer satisfaction increase in 12 months.
Xerox
Technology | Middle EastMarket leader known for quality and sales performance. Deployed UP programs to differentiate based on service and turn complaints into loyalty.- Immediate boost in employee motivation.
- 53% gross profit growth and 52% net profit growth in 12 months.
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