How We Engage

Customer Engagement

At Adrem, we have an active Customer Experience Management Model.This model ensures that our customers get a superior and fulfilling experience with Adrem at all levels of engagement. We appoint dedicated teams of professionals for various levels of engagement within the project as seen below:

 

Pre- Project Experience

A dedicated Sales Point of contact is appointed during the pre-project stage to manage customer engagement activities. This process involves bringing together relevant Technical/Solution experts to address customer queries and define a solution package that meets the customer’s requirements efficiently and economically. During this stage the solution, project scope, commercials and contract are closed.

 

During Project Experience 
For a project to be executed successfully, it is essential to have a well versed and resourceful Project Manager. We deploy PMP certified Project Manager for every project to ensure the project is handled with great diligence and is completed within the stipulated time and budget. The Project Manager is responsible and accountable for project scope and deliverables including overall delivery management. The Project Manager will be the Single Point of Contact during the Project Management Cycle.

 

Post Project Support Experience

Alongside the Project Manager, each customer is assigned with a dedicated Account Manager who is responsible for customer relationship management. He/she acts as the point of moderation between the Customer, Project Team and Adrem in case of any issues or escalations required during the life cycle of the project.

 

Communication Channels

We have clearly defined communication channels and escalation matrix at each phase of customer engagement.