Uganda Baati’s new showroom in Iganga stands as a clear symbol of the company’s mission to bring services closer to its customers a reflection of how modern businesses are redefining customer experience through accessibility and proximity.
Customer service has become one of the most defining measures of business success. In today’s fast-paced world, the distance between a brand and its customer can determine its relevance. Accessibility is no longer a convenience it’s an expectation. Across industries such as banking, telecom, healthcare, and manufacturing, the most successful companies are those that have learned to serve from the edge rather than the center. Growth happens when you move closer to the people you serve.
Two decades ago, many companies believed a single head office could serve the entire country. But as Uganda’s towns have grown and communities become more dynamic, that model no longer works. Customers want immediate access to solutions. They want to feel seen and supported. Whether it’s a farmer in Ibanda, a contractor in Lira, or a hardware dealer in Mityana, each deserves the same level of service as someone in Kampala. This is where the “last mile of excellence” becomes essential bringing service to where people live and work.
While logistics and retail presence matter, true proximity is about building trust. Nothing replaces genuine human interaction. Technology can simplify transactions, but it is trained, empathetic, and accessible personnel who make service truly meaningful.
At Uganda Baati, this philosophy drives our work. We have steadily expanded our network of service centers from a few outlets to twenty-three showrooms nationwide. Each new center is a bridge between our promise and our people.
Opening showrooms outside Kampala transformed the way communities experience our brand. Customers no longer travel long distances for roofing advice or purchases. They can now walk into a nearby showroom, compare solutions, and get professional guidance. Contractors receive technical support, and fundis are trained on installation best practices. The brand has become part of the community visible, reliable, and trusted.
That is the essence of service leadership: not just visibility, but presence. Each new service center represents an act of listening. Customer experience is built where the customer lives and works. Accessibility deepens trust, and trust builds loyalty.
When customers can walk into your space, see your team, and have their concerns addressed, you shift from being just a supplier to becoming a true partner in their growth. That relationship sustains a brand long after marketing fades.
More organizations are rediscovering this value of proximity. Banks are opening agent points in villages, telecom companies are launching experience centers upcountry, and hospitals are reaching rural areas through mobile clinics. Each act says to the customer: we see you, and we’re here for you.
The last mile is not the end of the customer journey it’s the most critical part of it. It’s where promises are tested, trust is earned, and brands secure their place in people’s lives.
As Uganda Baati continues to expand its service network, we proudly stand on the last mile of excellence proving that the future of customer experience lies in being present, every single day.