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 research shows 12m UK adults are struggling with debt

The Financial Conduct Authority (FCA) is urging borrowers affected by coronavirus lockdowns to seek support from their banks, as its figures show 12 million consumers are likely to be struggling with bills or loan repayments.

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Treasury proposes new debt recovery letter rules to support people in problem debt

The letters borrowers receive from their lenders when they are seriously behind on repayments will be easier to understand and less intimidating as a result of new rules proposed by the Treasury today.

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FCA confirms support for consumer credit and overdraft customers

The Financial Conduct Authority (FCA) has confirmed measures to ensure that firms provide tailored support for users of certain consumer credit and overdraft products who continue to face payment difficulties due to coronavirus (Covid-19).

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The First FinSmart Solution Goes Live

Since the Principa and Welcom partnership was launched in South Africa we have had a credit issuer go-live.

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Christopher Woolard to chair review of unsecured credit market regulation

The Financial Conduct Authority (FCA) has announced that Chris Woolard will chair a review of the future regulation of the unsecured credit market, reporting to the FCA Board.

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FCA proposes the next stage of support for consumer credit and overdraft customers

The Financial Conduct Authority (FCA) has announced proposals to ensure that firms provide tailored support for users of consumer credit and overdraft products who continue to face payment difficulties due to coronavirus (Covid-19).

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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