Client Service Policy

Customer Experience


Our team goals include:

  • Nurturing a culture of continuous improvement, both within our own company and across the design and management of our client products and services.
  • Delivering products and services in a way that maximizes positive economic, social and environmental impact for our clients and customers.
  • Resolving client and customer challenges through the creation of innovative products, programs and technological platforms.
  • Resolving project-related issues collaboratively and openly through our online forums at roshem.net and thorough our dedicated customer support channels.
  • Facilitate customer reviews to improve the quality and delivery of services and products. Such reviews are facilitated both through roshem.net and through product and project-specific surveys, forums and focus groups. Surveys are conducted regularly through groups and forums on roshem.net and through project-specific surveys of a client’s team members involved in a specific project.
  • Regularly review any suggestions to improve our service levels and quality, as made by both our clients and our team members.
  • Record and review all dissatisfactions raised by clients, customers and team members in order to improve our products, policies and service delivery standards, wherever possible.
  • Ensure that our team members treat customers in a professional, courteous and helpful manner. Customers can expect us to respect their privacy and dignity. We are fully committed to treating people as individuals, providing equality of opportunity for all our employees and equal treatment for our customers. Equal treatment relates to non-discrimination related to employee or customer race, age, ethnic origin, religion, economic status, political opinion, gender identity, martial status. This extends to respect and understanding for a client or customer’s religious observance and holidays.
  • Just as our team members maintain a commitment related to how our customers and clients are to be treated, our team members expect equal respect, consideration, fair and non-discriminatory treatment from our customers and clients. Should our team members raise issues related to discriminatory client behavior as related to a team member’s race, age, ethnic origin, religion, economic status, political opinion, gender identity, or marital status. This further extends to respect and understanding of a team member’s religious observance and holidays. We reserve the right to terminate a contract or service agreement with “cause” upon the provision of written notice of the reasons for termination.

Client Goals and Accessibility Considerations


We provide a wide range of products and services and aim to deliver collaborative outcomes in partnership with our clients and customers that meet or exceed project goals, product and service-related expectations. We will strive to ensure that no customer is unable to use, or is disadvantaged in accessing, our products and services. This extends to clients or customers with disabilities. We are committed to accommodating client or customer disabilities through technological solutions and mobility-related support as related to particular programs and initiatives local to our offices. We consult with our team members and our existing clients and customers regularly to review needs, expectations and requirements.

Our regular working hours are 9am to 5pm either Central European Summer Time or Israel Daylight Time, depending on project specifications, excluding Jewish and Orthodox Christian holidays, in accordance with advance notice provided to our clients and customers.

Customer service hours are from 9am to 4pm either Central European Summer Time or Israel Daylight Time, depending on project specifications.

Project-Based Considerations


With regards to project-based work undertaken by our team, whether such work is related to impact measurement and management consulting, business development, communications strategy, information technology or web development, or any other form of consulting or service-based work, each client will be informed of the structure of the team working on the client’s project. Structural considerations involve: the identification of a team leader, and specific team members engaged with working on a particular set of tasks as part of the project. For each project, a contact person will be assigned who is not directly involved with working on the project tasks, this person will be the Client Service contact and clients can address their specific Client Service contact with any concerns, challenges, or issues that come up as related to a particular project. Client Service communication channels include electronic mail, the Client Service form on roshem.net and the Member Outcomes forum on roshem.net. Some projects may also involve the creation of chat groups through applications such as Telegram or Viber. For projects that include chat-based support, a separate chat channel will be made available for Client Service matters.

Client and Customer