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

Availability of secured credit expected to decrease as demand for loans rises

Latest figures in The Bank of England Credit Conditions Survey’ have found that demand for lending suffered a fall during the three months to the end of May.

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FLA calls for Consumer Credit Act Changes

The Finance & Leasing Association (FLA) has highlighted the need for changes to the Consumer Credit Act (CCA) following 526,000 Covid-related requests for forbearance to its members by mid-April.

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FCA confirms temporary financial relief for customers impacted by coronavirus

FCA confirms temporary financial relief for customers impacted by coronavirus

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FCA sets out priorities for 2020/21

The Financial Conduct Authority (FCA) has today set out its business priorities for the year ahead – with specific focus on the challenges presented by the coronavirus (Covid-19) pandemic.

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FCA publishes information for firms on Coronavirus (Covid-19)

The FCA said that it stands ready to take any steps necessary to ensure customers are protected and markets continue to function well.

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Spring Budget 2020 - Consumer Credit reaction

The Spring Budget, and the Bank of England interest rate cut and liquidity support, will provide some direct and indirect support during the uncertain period ahead according to StepChange.

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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