Client Support

Dedicated support for help when you need it

Taking pride in what we do

Supporting our clients is as equally important to us as developing the solution; we are proud of our consistently high levels of customer service provided to our clients

All our solutions, hardware, databases, operating systems and third party software are supported directly through our experienced Service Desk. We have a dedicated, client-focused team in place, available to take your call, supported by our Service Desk Manager and dedicated Service Delivery and Account Management team.

 

Our Service Desk team have extensive knowledge across our suite of products and clients, using a powerful call management tool to record and prioritise requests as soon as they are received. Our support system is designed to follow the IT Infrastructure Library (ITIL) incident management lifecycle and is configured to ensure that we exceed agreed Service Level Agreements (SLAs) set up between us and our clients.

 

This service is provided during our standard hours, however key trading hours to include early mornings, evenings and weekends can be arranged on an individual basis to match your requirements.

 

In order to maintain a consistently high level of service and quality support for all our clients’, our Service Delivery Managers or Account Managers undertakes regular site visits at agreed intervals.

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Focussed and dedicated support

Our Service Desk is contactable via a dedicated telephone number during business hours.

Outside of these times, our clients can send emails to our dedicated Service Desk mailbox or use our self-service support portal. Our self-service portal allows our clients to create, update, track progress and review incidents 24/7.

If required, a tailor made out of hours support service can be put in place, with a dedicated number connecting you to one of our Financier specialists to resolve critical issues.

Our Insights

FCA to keep existing definition of vulnerability

The Financial Conduct Authority (FCA) has announced plans to retain the existing definition of vulnerability as it publishes its Approach to Consumers paper, outlining its regulatory treatment of retail consumers.

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Welcom Digital is delighted to welcome a 2nd graduate team in India!

Welcom Digital is delighted to welcome a second graduate team in India! The second team of graduates, comprised of 12 members in our Pune office and 5 people in our office in Bangalore, have been introduced following the success of the first graduate team that was introduced just over one year ago.

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Shop Direct ranked 26th in the HSBC Sunday Times Top Track 100!

Welcom Digital is delighted to congratulate our client, Shop Direct for being ranked #26th in the HSBC Sunday Times Top Track 100! Shop Direct is a fantastic business and they really deserve this wonderful accolade.

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AI meets credit scoring: the challenges and opportunities ahead

If you’ve attended any recent conferences or industry events, you’ve probably heard a lot about artificial intelligence, or AI. Claims about AI seem to be everywhere!

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£50m FinTech fund launched by UK building Society

Personal data, identity and Open Banking will help drive banking strategy. For the lenders, there will be enhanced underwriting capability and product innovation.

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Credit card debt and the cost of borrowing are on the rise

Credit cards are getting more expensive according to new data released by Moneyfacts which revealed that credit card borrowing is rising by around £3 billion year-on-year and £318 million of debt on plastic was written off in the first quarter of 2018.

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Call us on 0845 456 5859

Welcom Digital Limited

The Exchange

Station Parade

Harrogate

HG1 1TS

T 0845 4565859

F 0845 4565253

Office hours

9am to 5.30pm Mon to Fri