We sat down with Maria De Cabo Ramos (Senior Customer Experience Manager at EMCOR UK) to understand how the adoption of Clientshare Pulse has supported her and her team in building their customer relationships through regular Business Reviews.

What is your role at EMCOR UK, and how do you use Clientshare?

I lead EMCOR UK’s Customer Experience team and support our Key Account Management programme, meaning it’s essential for me to know what our customers really think of us.  
I also manage EMCOR’s Voice of Customer (VOC) programme which gives me visibility over all of the feedback we receive from our accounts. Therefore it’s also my responsibility to ensure their feedback is acknowledged and dealt with promptly. 

We use Pulse to give our customers the chance to voice their thoughts in a consistent way, providing an extra resource alongside the traditional methods of providing feedback. That way, whether they were able to attend a review meeting or not, they can have their say.

Getting feedback and knowing what customers are thinking in real time via Pulse allows me to inform the wider business about the health of client relationships more accurately. 

The holistic overview of our accounts is improved through our integration of Pulse with PowerBI. We have developed dashboards to collect and present meaningful data on our accounts, allowing for more in-depth analysis of our customer base and a better understanding of their needs.

What were your processes before Clientshare? What challenges did you face?

Before Clientshare, the senior leadership team lacked a consistent view into the health of our accounts. Feedback was mainly verbal and was recorded within the account. Since introducing Pulse to our customers, they now know they have the option to speak to senior management outside the traditional routes of escalation. Our customers are assured that the right people are seeing their feedback at the right time.

Although Clientshare shouldn’t replace the traditional ways of building engagement and relationships with customers, it enhances them by ensuring customers know their feedback is recorded, reviewed, and acted upon promptly. In short, once feedback is provided through Pulse, our team is made accountable.

By tracking feedback through Pulse, we keep it true to what the customer really wants to say. There is no room for interpretation or subjectiveness, giving us the ability to make accurate, well-informed decisions on next steps.

Where have you found Clientshare Pulse to be particularly useful?

Pulse has been particularly useful when working with those smaller accounts that didn’t previously have a robust process for customer engagement. Our customers appreciate the chance to give their honest feedback, and they are taking it!

Pulse allows us to have a comprehensive understanding of the health of our accounts. Before Pulse, we had a lack of visibility that meant we couldn’t react to opportunities fast enough, making it harder to prevent customer disengagement or dissatisfaction. We now have more collaboration between senior and account teams who can use their shared access to the data.

Using Pulse allows us to demonstrate clearly that we care about what the customer has to say, that we will listen to them and, most importantly, act on their insights. We can show how our NPS and customers’ satisfaction improves over time, enabling us to demonstrate the value we add. 

We are looking forward to launching the Share-to-Many feature in the near future, further extending our VOC programme to reach even more customers and let them know how much they matter us.

About EMCOR UK

EMCOR UK, revolutionises facilities management by combining their engineering heritage and innovation capability. 

Employing over 3000 people, EMCOR UK’s partnering approach empowers customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, EMCOR UK create better places for work whilst taking away the burden of facility operations, freeing up customers to concentrate on their business.

EMCOR UK is part of the Fortune 500 company EMCOR Group, Inc. (NYSE:EME), a leader in mechanical and electrical construction, industrial and energy infrastructure, and building services.

Learn more about EMCOR UK