Way back in November of 2019, Enertia Software implemented a support restructuring change that set us apart from the competition. We were determined to improve the customer experience for the upstream oil and gas industry (and still are). So much improvement and love, we're even seeing our efforts imitated by the "Enertia envious" (ha - That's our nice word for competition). We love it! Nice work team (insert an Enertia high five here).
We're doing a little bit of a follow-up to let our customers know we're still at it! We thought it would be helpful to elaborate on the roles of the project management team and the engagement team to help ensure our customers know all the resources they have available. Here it goes:
Project Management
Sometimes we just say PMs. Our project management team consists of expert leadership resources with comprehensive implementation and project experience. Some key roles of the project management team include:
Planning, executing, monitoring, directing, and closing projects for new and existing customers.
Liaison for new customers and activity planning.
Sequencing for new projects and ensuring task timelines.
Understanding new customer organizational needs.
Resource planning and transition to CEM team.
Customer Engagement Management
CEM for short, cause that's a mouth full. Our customer engagement team is comprised of accomplished relationship management experts and was created to enhance the overall customer experience. Some key roles of the CEM team include:
Customer relationships, communications, coordination of efforts and strategy development.
Liaison for customers and cross functional teams within Enertia to implement and deliver on customer successes.
Understand your organizational business needs.
Spearheading processes to help ensure a personalized customer experience.
Both the CEM and PM teams work closely together to ensure all Enertia customers are receiving timely support solutions and services where and when needed. Sometimes that help is as simple as tapping on a support shoulder for some help, others it's allocating training resources, and sometimes we're working on a full new functionality with development that will improve the software for all.
If you haven't met your CEM yet, email us and we're happy to get you connected.
