Cibes Lift UK

How Cibes Lift UK Achieved an 80% Increase in Services Completed with Service Geeni

About Cibes Lift UK

Cibes Lift UK is part of the Cibes Lift Group, one of the world’s largest manufacturers of space-saving, low-speed lift solutions. Offering vertical platform lifts, cabin lifts and stair lifts for homes, schools, offices, hotels and commercial premises, Cibes combines high-quality Swedish engineering with fast, efficient installation. The UK operation is based in Loughborough and supports customers across the country with installation, commissioning and ongoing service and maintenance.

With a team of 12 engineers managing service visits, breakdowns and installations, getting more from a fixed resource is a constant operational challenge. That is exactly what Service Geeni helped Cibes Lift UK to do.

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The Challenge

Before Service Geeni, Cibes Lift UK were managing their service operation without a central system. Jobs were tracked across a mix of emails, WhatsApp groups and manual folder structures. Information moved from one place to another, and then into a third, with no single source of truth for job history, documentation or service records.

For a business managing a growing base of service contracts alongside complex lift installations, this created real operational friction. Scheduling was reactive. Visibility of what was due, where, and with which engineer was limited. And with no central record of each lift’s full service history, the team were unable to track the complete journey of a unit from installation through to ongoing maintenance.

Scott Duncan, Head of Operations at Cibes Lift UK, describes the situation before go-live:

“We were very clunky. We were very manual. There were a lot of WhatsApp groups, a lot of emails, a lot of moving one thing from one folder into another and then into a third. We’d never had one central location for everything.”

Scott Duncan, Head of Operations, Cibes Lift UK

Key Operational Challenges

• No central system: job information spread across emails, WhatsApp and manual folders

• Limited visibility of upcoming service visits and engineer availability

• No single record of a lift’s full journey from installation through to service and breakdown

• Manual scheduling making it difficult to grow the volume of services without growing headcount

• Reporting on jobs completed and contracts managed required significant manual effort

• Installation workflows not yet captured in the system alongside service and repair jobs

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The Solution

Asset-Centric Service Management

Since going live with Service Geeni in February 2025, Cibes Lift UK have transformed how their service operation runs. The platform has given the team one central location for every job - every service visit, repair, technical call-out and associated report and documentation is accessible in real time by office staff and engineers alike.

One Central Location for Every Job

The shift from a fragmented, manual process to a single connected system has been fundamental. Every job, regardless of type, now flows through Service Geeni. Reports, documentation and full job histories are stored in one place, searchable and accessible without hunting across inboxes or shared drives.

“We’ve now got one central location that any service, any repair, any technical visit – whatever it is – all goes through Service Geeni. All the reports, the documentation, the history. We’ve never had that before.”

Scott Duncan, Head of Operations, Cibes Lift UK

Scheduling & Contract Visibility

Service Geeni’s scheduling and service contract functionality has given the Cibes Lift UK team clear visibility of what is due, when and where, allowing them to plan engineer time proactively rather than reactively. The team can now see upcoming services in the schedule and assign the right engineer based on location and availability, without relying on memory or manual spreadsheets.

This visibility has been directly linked to the growth in services completed. With a clearer picture of what is outstanding, the team are able to fill diaries more effectively and have the confidence to go out and sell more contracts, knowing the operation can support them.

“We understand the schedule. We’re able to use it to control things rather than relying on an Excel spreadsheet. That gives us the confidence to speak to our customers and sell service as an opportunity – and show them where we’re delivering.”

Scott Duncan, Head of Operations, Cibes Lift UK

ISO Compliance & Quality Control

With every job recorded in Service Geeni, Cibes Lift UK now have the complete audit trail they need to support their ISO compliance and quality control processes. Documentation that previously existed in emails or on paper is now stored centrally, searchable and reportable – significantly reducing the administrative burden around compliance.

Mobile Engineer App

Field engineers are now operating through the Service Geeni mobile app, giving them direct access to job information in the field and the ability to update job status and documentation in real time. This has cut the manual back-and-forth between office and field that previously slowed the operation down.

Subcontractor Portal (In Progress)

Cibes Lift UK work with a number of subcontractors alongside their employed engineer team. The next phase of their Service Geeni deployment includes moving subcontractors onto the dedicated subcontractor portal. This will give them the flexibility to manage and allocate jobs across their own teams, rather than operating under a single engineer licence. This will extend the benefits of the platform further into Cibes’ wider delivery network.

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The Results

The numbers tell the story. Since going live with Service Geeni, Cibes Lift UK have delivered a sustained and significant increase in the volume of services completed, without growing their engineering headcount.

Services Completed

• 40% more services completed in year one vs the year before go-live

• A further 30% increase YTD in year two vs year one

• Over 80% more services completed in the first eight months of 2026 compared to the same period in 2024

• Growth driven by better scheduling, greater contract visibility and increased team confidence rather than additional resource

Scott is clear about what is driving the improvement:

“A 40% increase last year on the number of services we did. And so far this year, another 30% increase on top of that. It’s about being able to be better, manage it better, see what is due and control it.”

Scott Duncan, Head of Operations, Cibes Lift UK

What has Changed

• One central system replacing a fragmented mix of emails, WhatsApp and manual folders

• Full job history and documentation for every lift, stored and searchable in one place

• Proactive scheduling replacing reactive job management

• ISO compliance supported by a complete, system-generated audit trail

• Greater confidence to sell service contracts, backed by visible delivery performance

• Engineers operating digitally in the field through the mobile app

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Conclusion

For Cibes Lift UK, the question was never whether their engineers could handle more work. The question was whether their operation could keep up with them. With Service Geeni providing the scheduling visibility, central job management and real-time field connectivity they were missing, the answer has been a clear yes.

An 80% increase in services completed vs 2024 over the same period, with the same team, is a result that speaks for itself. And with the subcontractor portal rollout, full installation tracking and further system integration planned, Cibes Lift UK are only at the beginning of what Service Geeni can deliver for them.

“We believe Service Geeni is definitely the right platform for us. It’s paying for itself, it’s creating business, and we know we can do more.”

Scott Duncan, Head of Operations, Cibes Lift UK