Case Study: Experience Engagement for an Elevator Servicing Company

OVERVIEW:

A private equity-backed elevator servicing company operating across multiple states was experiencing rapid growth through both organic expansion and strategic acquisitions. While financial performance was strong, the company faced internal strain—marked by high employee turnover, inconsistent onboarding, and uneven management accountability.

As new hires and acquired teams were integrated, internal processes struggled to keep up. Feedback revealed gaps in leadership, unclear role expectations, and a fragmented employee experience across locations.

APPROACH:

Stonehill was engaged to realign the organization through a comprehensive Experience Engagement. The initiative included employee journey mapping, in-depth executive and frontline interviews, and a Net Promoter Score (NPS) survey focused on key employee touchpoints such as onboarding, communication, and leadership trust.

We began by analyzing qualitative and quantitative data to surface trends, root causes, and opportunities for impact. Insights were segmented by function, tenure, and acquisition group to uncover specific breakdowns. From this, Stonehill built a phased roadmap prioritizing onboarding improvements, leadership coaching, and cultural integration. We supported implementation through agile sprints, on-site workshops, and ongoing coaching—ensuring accountability, alignment, and adoption across all levels.

RESULTS:

Within six months, new hire turnover fell by 30%, and employee NPS rose by 15 points. Collaboration improved across teams, and managers became more consistent and effective in driving culture and performance. These changes strengthened the company’s foundation for continued scale and long-term success.