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

Consumer finance new business fell by 4% in March 2023

New figures released by the Finance & Leasing Association (FLA) show that consumer finance new business fell by 4% in March 2023 compared with the same month in 2022. In Q1 2023, new business was 2% lower than in Q1 2022.

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First-time buyers face toughest conditions in 70 years

A new report from the Building Societies Association (BSA) has found that those looking to get onto the property ladder are facing the toughest conditions in 70 years.

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Unsecured debt at its highest level for a decade

Latest analysis by StepChange Debt Charity has revealed that there is growing financial insecurity among its clients, with the average person coming to the charity for help having more debt and less money to pay towards it each month.

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Consumer finance new business grew by 2% in January 2024

New figures released by the Finance & Leasing Association (FLA) show that consumer finance new business grew in January 2024 by 2% compared with the same month in 2023. In the twelve months to January 2024, new business was 2% lower than in the same period in 2023.

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Rise in consumer credit signals revival in spending

Latest data from the Bank of England has shown that consumer credit rose more than expected to £1.9 billion in January, up 8.9% from £1.3 billion on the previous month, adding to signs of a revival in spending.

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UK set for soaring digital wallet adoption

By 2027, digital wallets are expected to comprise half of all e-commerce spend in the UK, worth £203.5 billion. Projections also estimate that digital wallet usage will more than double at UK point-of-sale, rising from 14% to 29% of transaction value over the next three years.

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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