Project Management Processes & Customer Success

At Tellerex, Project Management and Customer Success are commitments to delivering excellence, accountability, and long-term value for our clients.

Tellerex’s integrated approach to Project Management and Customer Success ensures that our clients don’t just receive services—they receive a partnership built on trust, precision, and shared success.

With every project, we aim to become an extension of your team—anticipating needs, solving challenges, and celebrating milestones together.

Our Approach to Quality Control

Tellerex employs a disciplined, transparent, and collaborative approach to project execution. Every engagement is led by a dedicated Project Manager (PM) who works closely with stakeholders, technical teams, and field operations to ensure success across each phase.

Tellerex’s Customer Success framework ensures our clients have the dedicated support, insight, and partnership needed to drive sustained results. We don’t just complete projects—we cultivate long-term relationships that anticipate needs and exceed expectations.

Project Mgmt - Discovery & Planning

Initial scoping and requirements gathering
Stakeholder alignment and goal setting
Project plan development with defined timelines, milestones, and success criteria

Project Mgmt - Execution & Coordination

Daily coordination of logistics, warehousing, staging, installation, and service teams
Task assignment and tracking via internal project management tools
Real-time communication with clients on status, issues, and resolution steps

Project Mgmt - Monitoring & Quality Control

Continuous progress tracking against KPIs and deliverables
Daily or weekly status reports and cadence calls
Integration of SPOTLight for live project visibility and asset-level tracking

Customer Success - Dedicated Customer Success Managers

Serves as the client’s primary point of contact throughout the engagement
Advocates for the client’s goals internally and ensures alignment across all Tellerex teams
Oversees onboarding, communications, and proactive issue resolution

Customer Success - Proactive Communication

Scheduled performance reviews and reporting dashboards
Escalation paths and service-level expectations established from day one
Transparent updates and collaborative planning to eliminate surprises

Customer Success - Feedback Loops & Continuous Improvement

Client feedback is formally collected and reviewed to refine processes
SPOTLight usage allows clients to track open tasks, timelines, and performance
Adjustments are made dynamically to reflect changing client needs and market conditions

Customer Success - Cross-Functional Collaboration

Customer Success, Project Management, Operations, and Technical Support teams work as one
Ensures all service aspects—from refurbishment and logistics to compliance and reporting—are integrated and seamless