Document Title:

Doc Code: CEEQ-IMSP-16

Issue Date: 01-APR-2023

MARKETING AND CUSTOMER Issue No: 01

INTERFACE
Revision No: 00

Page 1 of 4

TABLE OF CONTENTS
1.0 PURPOSE...................................................................................................................................2

2.0 SCOPE........................................................................................................................................2

3.0 ABBREVIATION......................................................................................................................2

4.0 RESPONSIBILITIES.................................................................................................................2

5.0 PROCESS................................................................................................................................2-4

6.0 RECORDS...............................................................................................................................4-5

Revision Date Record of Changes Prepared By Approved By

Mr. Jalali Mohamed
Mr. Ifham Shaduly
Omer
Managing Director
IMS Representative
00 01-04-2023 Initial Issue

1.0 PURPOSE
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 Document Title:
Doc Code: CEEQ-IMSP-16

Issue Date: 01-APR-2023

MARKETING AND CUSTOMER Issue No: 01

INTERFACE
Revision No: 00

Page 2 of 4

To ascertain that customer needs are correctly understood, documented, and communicated to all concerned for necessary action.
2.0 SCOPE
Activities carried out to assess the customer requirements, translate them into organizational language, deliver products/ project,
get feedback on satisfaction/ dissatisfaction, and provide post project/sales services.

3.0 ABBREVIATION
3.1 CEEQ – Crescent Elevators & Escalators Trading Co. W.L.L
3.2 IMS – Integrated Management System (ISO 9001:2015, ISO 14001:2015, ISO 45001:2018)
3.3 IMSP – Integrated Management System Procedure
3.4 IMSF – Integrated Management System Form
4.0 RESPONSIBILITIES
4.1 Sales and Marketing Executive / Team
4.2 Projects / Technical Team
4.3 Top Management – Managing Director and CEO
5.0 PROCESS
5.1 Customer Requirements, Review, Acceptance and Communication
The customers for the CEEQ are the direct industrial/commercial customers. We determine their requirements related to our
process as follows:
5.1.1 All Tenders / Sales Enquiries are registered, recording in the relevant logs by the concerned coordinators and their
quantities through valid agreement / contract. The type of logistics and other service requirements like commercial
requirements, including the requirements for delivery and post-delivery activities are predetermined.
5.1.1.1General Enquiries – Email / fax / by Meeting
5.1.1.2 Tender Enquiries – Purchase from relevant clients published in newspaper or other medias / by email.
5.1.2 Requirements not stated by the customer but necessary for specified or intended use, where known, are mostly
predetermined,
5.1.3 Statutory and regulatory, Safety requirements related to the product/ projects are predetermined and the knowledge is
regularly updated.
5.1.4 Changes to original requirements, which may arise during the project execution cycle, are recorded, and communicated to
concerned people via proper channel.
5.1.5 We have assigned responsibilities for the review of the customer requirements prior to acceptance of orders. The
following are ensured.
5.1.5.1Product/Project quantity, quality, and safety requirements
5.1.5.2All other contractual requirements, which include commercial terms, delivery, and post-delivery activities.
5.1.5.3CEEQ ability to meet the above identified customer, legal and regulatory requirements.
5.1.6 If any requirements are changed, after the order is accepted, systems ensure that the changes are recorded and that
relevant personnel are made aware of the changed requirements. The confirmation of the change is intimated to the
customer over phone / e-mails and records of having communicated, maintained.

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 Document Title:
Doc Code: CEEQ-IMSP-16

Issue Date: 01-APR-2023

MARKETING AND CUSTOMER Issue No: 01

INTERFACE
Revision No: 00

Page 3 of 4

5.1.7 Where required, service/ product details are communicated to the customers through mailers/ circulars or verbally and the
details of which are subjected to periodic reviews and appropriate amendments.
5.2 Customer Property
There are instances when customers are required to provide material/ information to us to enable smooth realization of their
project. Whenever such material/ information is received, we ensure that they are taken into our possession after due verification
and the safety and security is ensured so long as they are in our custody. If any customer property is lost, damaged, or otherwise
found to be unsuitable for use, system ensures that it is immediately reported to the customer and records maintained.
5.3 Feedback on Satisfaction / Dissatisfaction
5.3.1 The Customer Relation Manager/Project Manager is in constant touch with the Customers to assess their perception of
the services. This interface also benefits by providing new service/project execution ideas and the end customer’s view of
the future.
5.3.2 Annual surveys are conducted among the customers using standard survey forms, which incorporate different parameters
identified as critical to customer satisfaction. The results of these surveys are compiled, analyzed, and compared with set
targets and previous findings to confirm trends in continual improvement or else project completion letter will be
collected after every projects.
5.3.3 In addition to the above, customer meetings are conducted between the customer/ their representatives and
representatives of the management at least once in six months or as per the project requirements. The proceedings of the
meetings are recorded, and decisions followed up till planned actions are completed. These meetings discuss the
complaints and suggestions reported by the customers as well as the results of the surveys conducted.
5.4 Customer Complaints
5.4.1 For proper management of customer complaints and effective redressal, we maintain a customer complaint register, in
which the disposal and corrective action details are recorded against each complaint. The complaint register is available
with the Management Representative / Departmental Heads. This provision is in addition to the provision given to the
customers to interact through the survey forms and personally in the customer meetings.
5.4.2 For Better marketing and customer interface we have dedicated CEEQ team. They are trained enough to carry out
following procedures.
5.4.2.1 To identify the customers & project requirements.
5.4.2.2 Give presentation & information of our product and project range in line with their requirement or suggest a
new solution.
5.4.2.3 As per the feedback and query, register an enquiry.
5.4.2.4 Furnish necessary information’s & records on the enquiry to quality surveyor & follow up the same with
necessary support to prepare a tender.
5.4.2.5 Convert the tender into a proposal presentable to the customer with all necessary technical & commercial
offers.
5.4.2.6 Follow up the proposal, till finalization with necessary changes as per customer company requirements in a
systematic order.
5.4.2.7 On obtaining an order, book the order and handover to Project Management team with all details & details of
the discussions with customer.
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 Document Title:
Doc Code: CEEQ-IMSP-16

Issue Date: 01-APR-2023

MARKETING AND CUSTOMER Issue No: 01

INTERFACE
Revision No: 00

Page 4 of 4

5.4.2.8 Follow up with project management on a periodic basis to ensure customer satisfaction and give solutions on
customer related concerns, both commercial & technical, which is outside the agreed contract.
5.4.2.9 On completion of project, raise a Customer feedback (on satisfaction report).
5.4.2.10 To advise accounts on stages of invoicing, preparation of invoices, delivery of the same, arrange collections.
5.4.2.11 To follow-up the invoices payments up to realization according to the payment schedule and ensure collection
including retention if any.
5.4.2.12 To keep & maintain on the above process in conjunction with the CEEQ Document control system.
5.4.2.13 To get market feedback, customer information’s, new products/projects & practices in the field & advise
management accordingly for better service to customers and in general interest of CEEQ.
5.4.2.14 To use appropriate marketing tool with self-initiation and as per company requirement and follow company
guidelines on the same.
5.4.2.15 Help technical /project management team on sourcing & procuring special products/items.
5.4.2.16 Get quotes on regular products and projects from defined principals & suppliers to include in proposal.
5.4.2.17 To advise the customers on CEEQ’s Services, in accordance with company management Policies, and commit
on the provision of services.
5.4.2.18 To commit to the customer on time frame on commencement progress & completion of projects / deals in
consultation with project management team.
5.4.2.19 To commit to customer on commercial offers, mode, and schedule of payment in consultation with CEEQ
management & project management team.
5.4.2.20 To commit on changes & variations to projects & commercial offer in consultation with CEEQ management &
project management team.

5.4.2.21 To demand and order for samples, product brochures, marketing tools & services in line with industry
standards.
6.0 RECORDS
6.1 Sales Enquiry Register CEEQ-IMSF-52
6.2 Quotation CEEQ-IMSF-53
6.3 Contract CEEQ-IMSF-54
6.4 Invoice CEEQ-IMSF-55
6.5 Customer Feedback / Survey Form CEEQ-IMSF-56

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