Beyondly: Putting Customer Service at the Heart of Every Decision with CSE

We first achieved Customer Service Excellence (CSE) certification in 2014, before rebranding from Comply Direct to Beyondly in 2023. Since then, the business has grown significantly from a compliance-focused team of around 20 people to a 70-strong organisation offering a broad range of compliance, sustainability and resource efficiency services. The CSE standard has helped keep us focused on ensuring the customer remains at the heart of everything we do. It’s allowed us to showcase our strong customer service whilst serving as a continuous improvement tool, which genuinely supports how we grow and change as a business.

The focus on deeply understanding customers and using feedback to drive continuous improvement is particularly valuable to us. Our customers rely on us to interpret complex environmental legislation, and our role is to bring that to life in a way that’s clear, relevant, and useful.

Like any organisation, we don’t always get everything right, so having structured ways to gather insight and listen to feedback is crucial. It helps us stay aligned with what customers actually need and ensures our services continue to evolve in line with their expectations.

The certification process with Centre for Assessment has always been supportive and collaborative. Dare we say it, we actually look forward to our annual assessments. Our assessor takes the time to understand our organisation, our culture, and to speak with our people about how customer service really works day to day. The assessors challenge us, provide useful insight, and practical suggestions that help us think differently and identify meaningful ways to improve. The process never feels like an audit exercise.

We would definitely recommend CSE. The standard offers a clear, practical framework that helps embed customer focus into everyday decisions, not just at a strategic level. It encourages reflection, consistency, and accountability across the organisation on a continuous basis which is a commitment to make but such a positive one.

The assessors themselves are a big part of that value and offer practical tips, fresh perspectives, and ideas that help turn good intentions into real action.

If we were to give advice to other organisations seeking CSE certification, it would be to see the certification as a journey, not just a tick-box exercise. You won’t always get everything right, and that’s okay - what matters is being open about what’s working and where there’s room to improve. Involve people across the organisation early, listen to feedback, empower your teams, and make the principles part of your everyday culture.

 Lindsay Bray, Quality Manager at Beyondly, commented:

“Working with Centre for Assessment has been vital to us. The Customer Service Excellence standard has helped us stay focused on what really matters, our customers, while growing and evolving as a business. The process is supportive, insightful, and adds real value, and we’d confidently recommend CfA and the CSE accreditation to any organisation looking to strengthen its customer-centric culture.”

Assessor Richard Hamilton said:

“Beyondly have really embraced Customer Service Excellence not just as a certification, but as a framework for showcasing the high standards they deliver and as a tool for continuous improvement. 

Colleagues engaged enthusiastically throughout the assessment process, demonstrating genuine pride in their work and a strong commitment to delivering the best possible service. The assessment highlighted a culture of openness, learning, and customer focus that is embedded across the organisation.”

For More Information: 

If you'd like more information on the CSE standard, visit our website.