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 Engagement


Although Roshem Impact does not maintain a universal model of engagement, the company provides a range of opportunities for clients and customers to become engaged, and have a real say in the management of their projects as well as in the development of the specific products and solutions they utilize.

Our Client and Customer Engagement process is guided according to the following priorities:

  1. Inclusivity: We aim to understand how each client/customer prefers to communicate and make sure that each client/customer is able to participate in the engagement and feedback processes we develop using their preferred communication method. Such methods are cognisant of accessibility considerations, including creating space for clients/customers with disabilities to engage with the process. Our approach to diversity and inclusion involves engaging with client/customer stakeholders, including small and medium enterprises serviced by our customers, social enterprises serviced by our customers, diverse and minority groups and businesses, and traditionally underserved groups as related to our clients/customers scope of work. We further adhere to a non-discriminatory approach, that involves treating all clients/customers and their stakeholders equally without preferential treatment, exclusion or any form of discrimination on the basis of race, age, ethnic origin, religion, economic status, political opinion, gender identity, or marital status.
  2. Support: We ensure that our clients/customers can participate in engagement processes and feedback mechanisms by providing direct support, including by providing coaching and direct technical support related to the platforms and tools we utilize to obtain customer feedback. The Roshem Impact team promotes innovative approaches to engagement and actively explores the development of ways to widen the inclusion of customers in the management of the business. This can include partnership with other local impact-focused service providers with relation to the delivery and provision of training opportunities for clients/customers with the intention of realizing positive economic, social and environmental impact outcomes.
  3. Open Membership: All clients/customers and their team members and stakeholders are eligible to become members of the Roshem Network and participate in focus groups, surveys, member outcome groups, forums and other methods for collaborative continuous improvement as related to their particular project or the product they are involved with providing feedback regarding.
  4. Consultation: The Roshem Impact team works to ensure that clients/customers are provided with sufficient information to understand any proposals provided as related to a particular service-based project. The Roshem Impact team will further consult with and engage clients/customers, where it is necessary, on all matters of impact finance, impact investment, impact measurement and management, communications, and information technology policy and practice related to their particular service-based project including:
    1. business planning
    2. developing the impact investing, impact measurement and management, and communications strategy for their project
    3. investment priorities
    4. setting and monitoring service standards and performance targets as related to both the work of the Roshem Impact team and the work of the team members managed by the client/customer
    5. economic and environmental regeneration, as related to regenerative agriculture, and various pillars of a regenerative economy, including, but not limited to, circular economic development, circular textiles, biodegradable textiles, natural and biodegradable packaging, alternatives to chemical fungicides, herbicides and pesticides, safe alternatives for commercial chemicals, innovative approaches to building, construction and manufacturing, technological platforms that facilitate collaboration for the realization of positive economic, social and environmental impact outcomes.

Consultation will be achieved through the utilization of means including, but not limited to, in-person and online meetings, electronic mail communication, collaborative documents, social media, the Roshem Network platform, focus groups, surveys, industry and project-specific groups and forums made available on the Roshem Network platform.

While continuing to support regular channels of communication, the Roshem Impact team will develop a more formal consultation and engagement framework, which includes:

  • A Stakeholder Engagement Board – a formal Board of Advisors which includes customer representation and reviews matters related to overall Roshem Impact operations, business development, strategy, products and services, social and environmental impact.
  • Stakeholder Engagement Planning Working Groups – Formal working groups which include customer representation and review matters related to specific stakeholder engagement planning initiatives, including the facilitation of engagement from local community representatives, nonprofit organizations government, employees, customers, suppliers, cultivators and farmers, media, research and development agencies, and more groups that are, or may be, involved in the work of the company and/or affected by the company’s projects and initiatives from an economic, social or environmental standpoint.