Expereo Singapore Pte Ltd hailed Singapore Service Experience of the Year - Business Services at Asian Experience Awards 2024

The technology company was recognised for its initiatives in elevating customer experience, leveraging AI and automation alongside human-centric approaches.

Expereo Singapore Pte Ltd bagged the Singapore Service Experience of the Year - Business Services accolade at the Asian Experience Awards 2024. The honour was given to the company for its commitment to fostering a strategy that centres on prioritising exceptional customer experience.

Accelerated growth

Expereo recognises exceptional customer experience as a critical aspect of success. With this in consideration, the company developed a growth strategy committed to placing customers at the core of its operations. This strategy also includes understanding and responding to customer feedback about the service and support they receive, which is essential for building lasting, trusted relationships.

To address evolving customer expectations, Expereo integrated AI and automation to streamline processes and reduce friction in the customer journey, which helped enhance efficiency and responsiveness. Amidst the advancements, the company still prioritises investing in people. Customers choose to engage with and remain loyal to companies they trust, which are built on genuine human interactions. 

For this reason, Expereo focusses on delighting customers by ensuring every touchpoint—from the initial contact to post-service support—comes with warmth and proactivity.

Enhancing customer-centric culture

Expereo took pivotal steps in 2023 to enhance its customer-centric culture. 

A major initiative was the overhaul of the customer support team into a "follow-the-sun" model and the establishment of a proactive service management function dedicated to ensuring proactive service delivery and maximising business value, enhancing overall service effectiveness. This restructuring, coupled with targeted training and system upgrades, reduced lead times and boosted the resolution rate within service level agreements (SLAs) with 80% of issues resolved within four hours.

The company also streamlined its data and processes by implementing Salesforce as a unified CRM system across sales, service delivery, and support.

This integration broke down data silos, enhanced synergy, and standardized workflows, leading to a 30% increase in service delivery speed.

Additionally, the company introduced the Expereo Customer Heroes Program which has been the cornerstone of its culture change and recognition efforts. The programme rapidly gained traction, receiving 150 peer recognition badges to 96 individuals in a span of just two weeks. 

Also part of the 2023 initiatives was celebrating its first-ever Customer Service Week (CSW) with a comprehensive schedule of internal and external events. The employee advocacy platform, Sociabble, played a crucial role in this effort, hosting a CSW channel for curated content and team contributions. The initiative saw enthusiastic engagement, with 98% of employees registered on the platform and 70% actively participating. 

These efforts culminated in a significant improvement in customer satisfaction. Expereo's Support CSAT score saw a 21% improvement in 2023, and the company's Net Promoter Score (NPS) experienced a 58% increase and 25% rise in customer satisfaction, reflecting the enhanced enterprise customer experience. The Asian Experience Awards recognises the ingenious initiatives of creative companies delivering meaningful brand experiences to their stakeholders.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at [email protected].