We’re confident in the reliability of our products, but if there’s a problem, we’re just as confident in the support offered by our team of specialists to get you up and running again, as quickly as possible.
A support team you can count on
When you’re working against the clock cleaning a busy ward, managing a team of porters, or ensuring health and safety compliance in a large NHS trust, we know there just isn’t the time to deal with a glitch in the system.
The good news is, although we can’t promise there will never be a problem (although we’d love it if we could!) on those rare occasions when an issue does arise, we are committed to providing a solution as soon as possible.
Many of our users use one platform for multiple audits and surveys, which means, that if something goes wrong it could impact a lot of people very quickly. This is one reason that all our packages incorporate inclusive and unlimited support. Not only are our clients covered if there is a problem, but we can concentrate on finding a solution rather than wasting time negotiating costs to resolve it. Some might say it’s a win-win.
Our ISO 9001 accreditation, which is independently verified on an annual basis, also provides you assurance that client care is a key focus of ours.
Real people in real time
Our support provision gives clients access to real people who understand the product and can solve problems there and then (and on the rare occasions when that just isn’t possible, they can provide real-time updates and an expected date for resolution).
From 8.30am to 5pm, Monday to Thursday, and 8.30am to 4pm on Friday, all our clients have access to a helpdesk which they can contact via phone or email and there will be someone at the other end to respond immediately. We don’t have a voicemail service as we’re not fans of leaving a voicemail and waiting for someone to call back, so we don’t expect our clients to do that either.
Speak to a specialist
The people you speak to are all product specialists. Our clients don’t need to go through a third party to reach someone who understands the software, so they can be confident that the moment someone answers they’ll be looking into the problem.
We hate to say it, but the majority of problems we encounter are down to user error, which is another reason why speaking to our team of specialists is so helpful. Our developers know the products inside out and can access the server to help clients figure out what’s going wrong. Not only that, but they can then talk them through how to put it right and avoid making the same mistake in the future. Working with our users in this way also means we can help our clients get the most from the software they’ve invested in.
If our clients give us permission, we’ve also got the ability to remotely access their applications and databases if a deeper dive is needed into what’s gone wrong. This means we can sync with their system, so the information our specialists are looking at is exactly the same as the details our clients are seeing on their screens too.
Remote is good, but people are better
Although problems occasionally arise, a large part of the support we offer comes in the early stages of the relationship when we’re training teams on how to use our software packages.
Like everyone else, we’ve adapted to remote working, in fact as a company we’re spread far and wide across the UK and have used Microsoft Teams to continue delivering our services right through the pandemic. But we’re happiest when we can visit a new client in person and deliver that training face-to-face. It really is a key part of getting the most from our products. Not only does it mean we get to know our clients, but it also gives us the opportunity to look through the software functionality as a team, which is always better for generating questions and ironing out any issues before going live.
Plus, we’re always keen to avoid training new users online as they’re often so busy trying out the software on their mobiles that they miss important parts of what we’re trying to teach. It’s much like a classroom, when we’re all in one room it’s easier for us to see who needs more time and who is ready to learn the next step.
Delivering on deadline
Support comes in many forms, and sometimes it’s about changing the way we operate to provide our clients with what they need. We recently took on a new client who was investing in one of our packages but needed it up and running in time to adhere to deadlines for nationally set standards. Time was not on our side, but thanks to the way we work we had done all the demonstrations using their own data and had undertaken site visits to understand the buildings involved.
The software they required was for cleaning audits, so we were immediately able to start mapping the buildings right down to specific rooms, their risk factors and what equipment they contained. The spreadsheets of information the trust provided were all pre-formatted, but as we had taken the time to make initial site visits, we were able to carry out a data cleanse and incorporate new buildings and renamed wards. Within eight weeks the trust was up and running with our FMFirst Cleaning software, meeting their deadline with time to spare.
Making it work for you
Whilst we wouldn’t want all of our work to be against the clock, it’s always good to be able to deliver for our clients when they really need us. So, whether you’re looking for an off-the-shelf package, or something more bespoke, the one thing that never changes is our commitment to client care. Why not get in touch and find out how we could support your organisation.
