+25% in customer satisfaction
An operations team had the lowest CSAT score and the highest turnover across the organization. An assessment revealed lack of clarity on the team, very high WIP, lots of context switching, and a lack of ability to estimate accurately.
Uplevel’s change experts worked with the team to begin implementing kanban instead of scrum, limiting WIP, using SLAs to communicate expectations to customers, and redistributing task ownership. In addition to the increase in customer satisfaction, the team was able to reduce its breached SLAs by 80%.
Change enablement FAQs
What makes Uplevel's approach different from other engineering improvement solutions?
Uplevel recognizes that engineering improvement is a sociotechnical challenge requiring both social and technical solutions. Our method combines deep engineering metrics (code complexity, architectural dependencies, deployment patterns) with nuanced cultural insights that go far beyond standard engagement surveys.
This data-driven approach helps engineering leaders understand and improve both technical delivery and team dynamics in ways that generic HR or management consulting solutions cannot.
How does the WAVE Framework actually improve our engineering organization?
The WAVE Framework organizes improvement efforts across four key dimensions: Ways of Working, Alignment, Value, and Efficiency. This holistic approach ensures that changes aren't just technical fixes, but sustainable improvements that consider team collaboration, planning, and delivery effectiveness. We help you measure progress while building buy-in at all levels.
Our team is resistant to change. How does Uplevel handle this challenge?
What role do metrics play in the Uplevel Method?
How long does it typically take to see results?
Organizational change is an ongoing journey rather than a fixed destination. However, our framework is designed to deliver incremental improvements that teams can build upon. We focus on creating early wins that demonstrate value while laying the groundwork for sustained cultural transformation. Teams can see results of their quick wins a sprint or two after they implement change and continue to see improvements for months and years to come.
What level of involvement is required from engineering leaders?
How do you measure success?
What makes Uplevel particularly valuable for engineering managers?
We address the often-overlooked aspects of engineering leadership – how to shape culture, drive improvement, and balance technical excellence with team dynamics. Our framework provides practical tools for the complex challenges of modern engineering management.
How do you ensure changes are sustainable?
What kind of support can we expect during the engagement?
Our team provides hands-on guidance while respecting your organization's unique context. We help you apply the WAVE framework, implement measurement strategies, and develop leadership capabilities. Our goal is to transfer knowledge and skills to your team for long-term success. Typically, for engineering leaders, this looks like a biweekly engagement with a Uplevel consultant.
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More information about Uplevel's engineering dashboard