b'22 Partner News Autumn 2021EnterpriseCustomeravenues of how to use the network - such as regulation, load frequency response. The tech advancements have allowed them to develop leading-edge systems such poweras ENWs CLASS frequency project.Fundamentals customers are well-informed from the outset, claims Esraa: Our customers are very knowledgeable about our products and simply contact us to verify their selection. Theyre aware and interested enough to research and understand our products. Abu adds: The most inspiring thing is the level of customer expertise. Often you learn from them when discussing Call Fundamentals with a technical query and your calltechnical issues. In turn, that triggers your passion to read more, be abreast will be answered by one of our Product Applicationof whats happening. At times you think you are an advisor and at times you think Engineers. They not only understand power systems,you are a student, its a real inspiration. but also bring personal energy and a drive for positive Hinas latest work on fault detection change to every customer conversation.offers a specific example of customer influence in shaping not only product development, but wider change across the industry including development of hardware to work with Artificial Intelligence software. As any customer would expect, theWhile the challenges are generally call-taker should not only have antechnical, sometimes they can be far encyclopaedic knowledge of the companysless sophisticated but equally critical, own products and services, but also ansuch hardware being too fiddly when in-depth understanding of power systemsengineers are wearing thick gloves on site. and the application of the technology.Whatever the issue, the approach to In the case of Fundamentals Productproblem-solving is key, says Bob: We Application Engineers, they not only meetcan gain a great deal of information from those expectations, but also bring a wealththe customer, but also our own files of experience and a problem-solvingand experience of working with other ethos to match that of Fundmentalscontractors. Pooling data is essential founders over 25 years ago. In a recent there could be a multitude of issues article, team member Elizabeth Machariainvolved in a single problem, often involving offered some insight into her career whichintegration with legacy systems.started in Nairobi, Kenya. Now, she and colleagues Bob Palmer, Esraa Sada, AbuAccording to Hina: The most inspiring Jalloh and Hina Sharma offer a perspectiveelement of customer engagement is on the relationship between customerwhat we get to learn from them. Their interaction and product development. concerns, their issues - because that shapes our thinking in what we do. Influential peopleSince Bob started working full-time withTaking it personallyFundamentals in 2009 when there wereThe most inspiring elementPersonal experience adds significantly to just five of us working in a shed, theof customer engagementboth product development and customer whole nature of customer conversationinteraction.Including a Certificate in has certainly changed. Previously DNOsis what we get to learnRenewable Energy Technologies for the were simply looking at maintenance, saidfrom them. 21st Century, Elizabeth has a wealth of Bob. Now theyre being more creativequalifications. But its the practical elements in their approach and looking at otherthat really makes the difference, such as'