At the heart of every successful business lies a robust system for managing client relationships. Behind the scenes, a dedicated team works tirelessly to ensure that clients receive top-notch service, solutions are tailored to their needs, and satisfaction remains high. Join us as we delve into the daily operations of our Client Relationship Management (CRM) team, led by our Client Relationship Director, Adriano Zucchelli.
Whether it's overseeing procurement services or ensuring seamless transitions in occupancy, the primary mission of our CRM team is to manage client relationships with finesse. One of the pivotal tasks is completing consumption reports, tailored to meet clients' needs, covering a spectrum of utilities from electricity to water.
Core duties
The responsibilities of our CRM team encompass a wide array of services, all aimed at delivering excellence to our clients:
· Procurement and contract renewals:
Flexible or fixed, our procurement specialists negotiate agreements that strike a balance between favourability and risk mitigation.
· Meter operation analysis:
Delving into the intricacies of meter data to optimise efficiency and identify areas for improvement. Negotiating client-led Meter Operator and Data Collection (MOP and DC) agreements to streamline service. Portable MOP/DC contracts facilitate a seamless process should clients change suppliers.
· Data collection analysis:
Extracting insights from data to drive informed decision-making and enhance service delivery.
· Change of occupancies:
Facilitating smooth transitions as clients move into or out of premises, ensuring continuity of service.
· Authorised supply capacity reviews:
Evaluating supply capacity to meet clients’ evolving needs and prevent disruptions. These also save clients money by advising on the reduction of excess, unused supply capacity.
· Exception reporting:
Proactively identifying and addressing anomalies to highlight waste usage such as where equipment is left on overnight.
· Client portal demonstrations:
Guiding clients through our user-friendly portal for enhanced transparency and control.
· Water procurement and analysis:
Managing water procurement and conducting in-depth analysis to drive cost savings and efficiency gains.
In our commitment to exceptional service, each client is assigned two dedicated points of contact: a procurement specialist and a client relationship manager. This ensures personalised attention and prompt resolution of any issues that may arise. Behind the scenes, team leaders provide invaluable support, balancing their own portfolios while lending expertise to Adriano.
Procurement specialists and client relationship managers
Our team boasts a wealth of experience, with procurement specialists adept at securing favourable agreements and mitigating risk. Meanwhile, client relationship managers go beyond contract renewals, offering support for various services such as meter installations and tenancy changes. Together, they form a formidable force dedicated to client success.
Wholesale Market Access
For clients seeking Wholesale Market Access (WMA), our flexible procurement and onboarding specialists ensure seamless integration. From setting up WMA dashboards to managing trades, their meticulous attention to detail ensures clients receive maximum value. Additionally, our team fosters relationships with metering and water partners, expanding our network to better serve clients.
For businesses navigating the intricacies of procurement and service management, our CRM team offers tailored solutions to propel success.