Success Stories

With more than a decade of industry experience and functional expertise across various sectors, Beacon Consulting offers innovative solutions that yield new insights, drive results, and make organisations more successful.

Success story #1

The challenge

With increasing competition, one of the largest optical chain stores realised that the only way to keep ahead of the competition was to excel in customer service.  With the ongoing shortage of manpower, a 7-day work week operation, and lack of skilled workforce, how could the organisation transform itself into a customer-centric organisation?

solution

Beacon Consulting devised an approach towards building a service culture in the organisation using a host of different interventions that included strategy, processes, training, coaching and ultimately measurements. As a result of this intervention, the client saw a 13% in customer satisfaction rating in just under one year.  Since then, this organisation has been achieving service excellence accolades from the Singapore Retailers Association as well as SPRING Singapore.







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success story #2

the challenge

In line with its growth plans domestically and internationally, one of the largest organisations providing dietary and nutritional supplements acknowledged that there needed to be consistency with the way in which the brand is projected to customers in terms of service delivery. To develop an approach or framework that could be easily applied to countries that were located across the region while at the same time being cognisant of the cultural and language barriers of the various countries in which the organisation operated.

solution

Tapping on our industry and functional experience, Beacon Consulting developed an approach that influenced behaviours at the core.  Through our interventions, individuals were able to connect with the “big picture”, and demonstrated the behaviours that were aligned to the organisation’s philosophy. Beacon’s holistic approach, coupled with the transfer of learning has resulted in the framework continuing to gain momentum and used in many parts of the Asia-Pacific region.  Our client was also perceived as the industry benchmark among many competitors.


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success story #3

the challenge

A global provider of express, logistics, and mail services for many years sent their staff for training in generic programmes.  However, after many thousand training man-days, and hundreds of thousands of dollars, there was hardly a discernable difference in service levels. Since staff
were somewhat disillusioned and “immune” to the idea of service excellence, the challenge was to reignite the fire and passion in providing service, and ensuring that the organisation could see some quick wins so that the momentum would continue.

solution

Our team of Consultants decided that we needed to approach the “mindset” rather than the skill set.  Through a structured and customised roll-out of addressing the mindset, equipping staff with the right skills, and obtaining customer feedback, the organisation's service culture began to transform. After a few years of persevering, according to a research publication, our client has achieved the top spot in terms of service excellence. Customer compliments continued to surpass customer complaints in the ratio of 10:1 and customer retention was at its highest level.


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Success story #4

the challenge

One of the most established and largest organisations providing B2B printing solutions found themselves in an environment of intensifying competition, minimal product differentiation and price pressure for the solutions they offered. Historically, many B2B customers were willing to pay the premium for the brand.  However, in recent years, their products no longer sold by itself and a radical turnaround was required.

solution

After a thorough analysis, and in consultation with the management, our team of consultants identified a niche for our client and ensured that everyone was aligned towards the new strategic philosophy.  A thorough review of business process was undertaken, and everyone throughout the delivery chain were equipped with the know-how of the “new way of working”. Today, our client is well-regarded as a top provider within the industry, and has consistently won several awards and accolades regionally and locally for outstanding business performance as well as customer engagement.


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Success Story #5

the challenge

One of the world’s largest parcel tanker companies wished to overhaul their performance management system across the 23 offices located around the world. Finding an organisation that could effectively communicate and motivate staff towards the new performance management system in a way that cuts across cultural and language barriers.

solution

Within a short period of time, our team was able to deliver the message in a way that encouraged a strong buy-in from audiences across the world.  Several computer-based modules were developed to reinforce the message as well as equip managers with the required skills of ensuring a seamless transition. Staff across the world currently use the revised performance appraisal, and strong-buy in has been created towards the performance management system.  A letter of compliment was received for the wonderful work that was done.





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Success Story #6

the challenge

A statutory board for promoting enterprise development, both locally and regionally felt that in view of the public’s rising expectations for excellent service, it was imperative that a fundamental rethink was done in terms of the way in which service was provided. It was not uncommon to find employees who had served this statutory board for more than 10 years.  In addition, the employees of this organisation have been traditionally very task-focused, as opposed to people and customer oriented.

solution

Beacon Consulting rolled out a Customer-centric in a way that everyone knew the importance of providing nothing short of the best level of service to customers. Our client has continued to reap the benefits of service excellence. Through our mystery shopping framework as well as a host of other interventions, this client has seen the improvement in terms of service delivery as well as process improvement.




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Success Story #7

the challenge

In view of its sheer size as well as its business model, one of the world’s largest soft drink company found it difficult to ensure that their corporate strategies are being cascaded down to the individual who placed the bottle on the carousel in the bottling plant. The wide geographic dispersion, coupled with the varied products of the organisation made it difficult to ensure that employees at the lowest run of the organisation’s echelon were able to see how they were contributing towards the overall achievement of the business goals.

solution

Beacon Consulting rolled out a series of strategies, including the implementation of the Balanced Scorecard, to ensure that everyone was “connected” and held accountable for the realisation of the corporate strategies and goals. The organisation was successfully able to implement the Balanced Scorecard across more than 9 entities giving management a full view of the organisation’s performance.

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