From setup to renewal, we make sure the technology you bought gets used.
Get full use from the technology you have already bought.
A solution only pays back when people use it. Emircom helps your teams adopt new systems through onboarding, training and change management.
What you get
Outcomes agreed at the start
We set priorities with you at the start and review progress in regular business reviews.
One point of contact
A single person follows your solution from selection to renewal.
Service shaped by your feedback
We gather your feedback and adjust the service to your priorities.
Specialists in the loop
Customer success managers are part of the solution, not an add-on after go-live.
Seven steps from go-live to advocacy
Onboarding
We walk you through the product’s functions, setup and process.
Education
Training resources and support help your teams build competence.
Engagement
Regular check-ins at every step keep people using the product and bring concerns out early.
Adoption
We work with you to drive use of the product’s full capabilities.
Expansion
We monitor your needs and advise you on what to add next.
Renewal
Value reviews and business reviews come before every renewal.
Advocacy
Satisfied customers become references and advocates.
What the service covers
Client success
Support at every stage: choosing a solution, using it, getting its value and renewing it.
Onboarding
Guidance at every step of a rollout, so the change is easier for your employees.
Adoption
The customer success team checks that users actually use the value of the product.
Change management
We manage rollouts so that employees accept new systems.
Business reviews
Regular reviews of progress against the outcomes agreed at the start.
Training and support
Resources that help your teams build competence and keep using the product.
A customer success programme
The situation
A UAE oil and gas operator had invested in Cisco networking and security across its facilities, but adoption varied by site. Some engineers used central monitoring, while others relied on manual checks and local knowledge. Vendor access needed repeated configuration, and asset records differed between facilities.
What Emircom did
A dedicated customer success manager brought together the operator’s IT, operational technology and maintenance teams. They agreed four priorities, a baseline for each and an owner. A workflow counted as adopted only when the team used it regularly and could show the process.
What changed
Approved vendor access fell from four hours to 45 minutes, and network-related interruption time fell by 60%. The operator ended with documented workflows and trained owners across the participating facilities.
Desired outcomes delivered
A nine-month programme for a UAE oil and gas operator, measured against baselines agreed at the start.
8 hours per quarter
Network-related interruption time for selected operational applications, down from 20 hours. A 60% reduction.
45 minutes
Average time to activate approved vendor access, down from four hours.
95%
Validated asset visibility across selected industrial network segments, up from 60%.
90%
Adoption of the agreed monitoring and security workflows, up from 45%.
100%
Vendor sessions following the approved, time-limited access workflow, up from 50%.
Five Cisco technologies
Catalyst Center, Identity Services Engine, Cyber Vision, Secure Firewall and Catalyst industrial switches.
Measurement basis: interruption time covers recorded network-related application unavailability within the agreed scope. Asset visibility uses a reconciled inventory. Adoption needs evidence of regular operational use. Vendor access timing starts after all approvals. The programme did not measure avoided production losses.
Questions we are asked
When should adoption work start?
At the start of the project, not after go-live. We agree outcomes and owners during planning, so training and usage checks are part of the rollout.
Can you support technology that Emircom did not deliver?
That depends on the product and your contract. Tell us what you rolled out and who uses it, and we confirm the scope in writing.
How do you measure adoption?
We agree the starting position, the target and the evidence at the start. A workflow counts as adopted only when the responsible team uses it regularly and can show the process.
Who is my point of contact?
A customer success manager follows your solution from set-up to renewal. That person joins your business reviews.
What are the CX brochure and the DNA CX digital journey?
Two documents that explain the service. The brochure describes how customer success works. The digital journey shows the path from onboarding to renewal.
Emircom CX Brochure
DNA CX Digital Journey