After Care
Our core value statement gives an indication of how important outstanding customer support, beyond point of sale, is to Gael – we have demonstrated this by building the business around it.
The long term success of Gael can only be achieved by ensuring customers continue to see value and benefit from their investment in Gael products and services
Each project has a Procurement phase, an Implementation Phase and an After Care phase and, whilst the first two phases can be completed within a matter of months, the After Care phase is an ongoing process.
During the lifetime of a project many things can change within the customer environment which can affect the quality and process of their compliance management. Consequently Gael have developed a wide range of Products and Services to assist organisations, helping them continue to enjoy value from their investment irrespective of these organisational changes through time.
These include:
Customer Service Consultants
Customer Service Consultants are responsible for making sure each project is an outstanding success. Projects can stall for many reasons and to address this, we employ highly experienced Customer Service Consultants with excellent and specific industry and product knowledge. They visit each customer every six months, proactively looking at the health of the management system in operation.
Our Customer Service Consultants are not sales professionals. Instead, through their experience of both the domain and the product, they can conduct strategic reviews with our clients, showing them how to get the most out of the investment they have already made.
The biggest threat facing any project implementation tends to be around key people moving on – if the major sponsor/user leaves the organisation at the wrong time, projects can stumble, if not fall. Your Customer Service Consultant can help you through this process, making sure the handover and ownership of the systems is maintained and addressed in a manner that is least disruptive.
In a stable environment the role of the Customer Service Consultant is to conduct reviews with key people within the organisation and help clients set their objectives for the next six months. The Customer Service Consultants also provide feedback on any product or service improvements, and suggest to Gael events you and other users would find helpful.
If you are a Gael customer and would like to set up time with one of our Customer Service Consultants please contact us now.
Helpdesk
The Gael Helpdesk is available between 06:00–23:00 GMT/BST (06:00-22:00 GMT/BST on Friday). It aims to provide rapid response to any client issues. Over the years they have been accredited with comments of unparalleled quality of service and always work to ensure any issues are satisfactorily resolved.
Support Portal
The Support Portal is available 24/7 on-line and provides access to expert help information and a succession of Quick Tips. From here clients can raise Support Cases and monitor the progress of any calls made. In terms of Support, it acts as a self-serve desk at times when the Helpdesk is not available to you.
Community
Gael Community is available to all customers and provides them with a forum to interact with other users. It provides access to a network of people with similar challenges and problems and has proven popular in soliciting opinion, seeking help or instigating general point of interest discussions.
Community is also used for announcements to the user base and provides a direct forum for suggested improvements to Gael's products and services.
Academy
Academy is an online training resource to support the deployment of Q-Pulse within an organisation. It can be used to reinforce knowledge from previous training, as a training portal for those new to the system and as an induction resource in a new start situation. Academy provides courses to raise awareness and understanding of Quality, Safety and Risk Management and courses specific to the use of Q-Pulse.
Academy provides the ability to determine who needs to be trained in what, provides evidence of completion of courses and also includes interactive assessments of what has been learned, so that understanding and competency can be tested and recorded.
User Groups
Gael regularly host User Groups to showcase new releases or facilitate discussion amongst users. These can be industry specific or geographically spread. Typically User Groups are held in four UK locations, the Middle East and the USA.
Contact us to find out how Gael can help you do the right things right...