Case Study: TSYS achieves a more consultative, customer-focused culture with Development Dimensions International (DDI)

TSYS - Customer Case Study

TSYS, a global outsourced payment services leader, needed to shift from a reactive, transaction-focused culture to a more consultative, customer-focused approach as clients asked for greater guidance and stronger collaborative relationships. To help address this challenge, TSYS partnered with Development Dimensions International to build the skills of its leaders and client-facing teams, using customized behavioral training and DDI’s OPAL® learning system.

Development Dimensions International implemented the “Solutions 5” curriculum, including courses such as Proactive Communication, Collaborative Negotiating, and Questioning Techniques, tailored with TSYS-specific examples and reinforced through internal facilitators. The results included a 17-point improvement in team members’ consultative skills, a 12-point manager-observed improvement, and an 11% rise in training-related employee survey scores; TSYS also reported positive customer feedback and clearer evidence that teams were acting more consultatively.

TSYS

Shannon Gill

Director