Client engagement “To craft a compelling proposal that immediately captures the client’s interest, a proper understanding of the clients to meet their local needs challenges and issues they encounter is vital, as well as a thorough understanding of the project context. Having a client-centric approach enables us to place the emphasis on their crucial needs, showcase the factors that set us apart from our competitors and develop an appropriate bidding strategy.” Sarah Madjedi Vice President International Tenders and Services, Group At SYSTRA, Client Engagement is key to culture. As part of this, we conducted another maximising their satisfaction and ensuring of our annual satisfaction surveys and that the relationship lasts over time. That awarded trophies internally to the best local way, we can grow our business and ensure initiatives to promote a client-centric approach. its long-term existence. It involves actively Our aim is to use training and promotion A Project Management listening to our clients on a regular basis, tools to identify and replicate best practices. community to maximise and showcasing the best local initiatives so our efficiency they can be deployed across the Group. Get people involved internally in client engagement Project management guarantees the high Improve client relations This year, we introduced a series of webinars quality with which our services are provided, on an ongoing basis and it is key to ensuring good client relations. focusing on client engagement as a way To support its essential role, SYSTRA has Client Engagement is what enables us to improve of speeding up growth for SYSTRA. We also created a support service and a dedicated the quality of our relationships with them, as set up a “Client Engagement Community” community, together with tools and much as matching our processes to their needs. for our sales teams. networks for sharing experiences. In 2023, It is underpinned by our in-depth knowledge the Project Management Group coordinated of local issues and by our desire to create trust. the community of project management experts to encourage collaboration, It is also solidly built on our ethical principles, the sharing of practices and the creation our approach to risk management and our of standards, and to support professional technical expertise. In 2023, we continued development in this area. World with our drive to strengthen our “client-centric” The Level Up Awards – the first client culture awards of clients of clients replied “In an increasingly volatile, complex, and competitive This year, SYSTRA had its first Level Up recommend to the survey world, constantly seeking to optimise client relations Awards, celebrating our excellent client is crucial if we are to stay in the lead. A solid client- relations. In a highly competitive sector, SYSTRA centric culture is fundamental. That is why we this challenge seeks to showcase initiatives have spent the last two years developing a strategy which strengthen team engagement, creating to strengthen it: in 2021, we overhauled our client long-lasting client relations. 38 applications public stakeholders, satisfaction campaigns; in 2022, we launched from 12 Business Units competed against out of our client-centric training programmes to continue one another in three categories: best Overall satisfaction 20% private with this drive; and in 2023, we introduced our business initiative (strengthen or increase rate in 2023 stakeholders Level Up Awards as the next stage in this initiative.” our client knowledge), best project initiative among our clients Avril Tourmen (promote a win-win dialogue), best Vice President Strategy Development, Group cross-functional initiative (when several Business Units were involved). 22 | SYSTRA