Miradorus Delivers For Parker Hannifin – Updated

We’re delighted to share our newly updated official case study documenting our ongoing international training programme for Parker Hannifin. It demonstrates how it’s possible to design, develop, and deliver a bespoke, highly customised programme across 16 countries — and achieve results according to the metrics that matter. The fact that the training is still running seven years later shows its effectiveness in delivering a consistently high standard of customer service across Europe.

Interview Subject

Paula Chilton

Business

Parker Hannifin is a Fortune 250 global leader in motion and control technologies operating out of 43 countries, with around 61,000 employees. The company’s engineering expertise spans eight major technologies: from hydraulics and pneumatics through to filtration, climate control and engineered materials.

What was the business need?

To improve the customer experience, we wanted to provide training to a consistently high standard across Europe, the Middle East and Africa, customised for each local market, and helping to drive further revenue and profit.

How did Miradorus address your need?

Miradorus made the effort to get to know our business in great depth. They started by meeting with stakeholders, to collect data and draw out the common themes and requirements. This was followed by a two-day workshop in Switzerland with key representatives from each sales region. They worked on customer-specific examples, which could be used for the training. They explored the worries and needs of our customers. From this they created a mix of training scenarios which would resonate with all languages and cultures. We named the programme I Am Parker. We then ran a pilot programme with key opinion formers and stakeholders to fine-tune the content. Their team of trainers and translators across Europe ensured the material was “sense” checked for each locale.

Miradorus trained 700 people across 16 countries, using local trainers to deliver in 10 languages, in just a few months. They were brilliant in adapting to virtual training when the pandemic hit, with no disruption. Each in-person programme began with a short video from the most senior manager in Europe and each virtual programme was kicked off and wrapped up by an I Am Parker senior stakeholder. All of this created significant engagement and buy-in and ensured a speedy implementation which would improve our business – quickly. And they didn’t stop there. In order to ensure sustainability, Miradorus trained I Am Parker Champions from every country. These champions deliver mini-reinforcement sessions that would keep the programme going, and keep the skills alive.

Miradorus continues to deliver I Am Parker across the company, refining and evolving content to adjust to our business needs. The implementation has broadened from Customer Service to Sales, Finance, Manufacturing and HR. In 2024 it was the most-run programme across the EMEA business. Over 1250 people have been trained (as of September 2025) and counting!

What difference has the training made?

We received fantastic feedback from the managers, leaders, and team members, who really appreciated the customised, local examples. “It seems like you know exactly what I do on a day-to-day basis,” is something we hear a lot. Our staff love getting results by putting the learning into practice.

Our initial measure for success was our Likelihood to Recommend (LTR) score, where we would ask customers to provide feedback on their experience of Parker. This was much higher than our target, which was very satisfying. That the training is still running seven years later shows its effectiveness in delivering a consistently high standard of customer service across Europe.

Would you recommend Miradorus? Why?

Miradorus are great – so client-focused! They understand customer service and how to apply it day-to-day. Their project management is extra-responsive and extra-reliable. Their communication is always clear, and if we need to adjust anything at the last minute, it is never a problem. The way they turned the examples into practical exercises was amazing.

From our initial face-to-face meeting in August 2018, through to the first delivery in December, they worked at speed, but, most importantly, they never compromised on quality. Their commitment to excellence, and their attention to detail is outstanding.