At Alcium Software we believe the service we provide to our customers sets us head and shoulders above our competitors. We strive to provide the best service possible and have received some very positive feedback.

Investors In People
In April 2010, after a successful re-assessment, Alcium Software retained its Investors In People accreditation. Alcium first achieved Investors In People in March 2004 and has undergone two successful re-assessments since. Investors In People is a proven framework for delivering business improvement through an organisation’s people. It sets a standard for good practice in matching what people can do, and are motivated to do, with what the organisation needs them to do to meet business and customer needs. Investing in our people ensures that our customers receive the best possible service.

Helpdesk
Alcium’s helpdesk has been a key feature for users of Evolutive and Agency Pilot. The service provides users of Alcium’s products with help should they encounter any problems or need any help or advice with their system. At Alcium Software we are committed to providing excellent service for our Clients and are accredited to the requirements of ISO 9001:2000. In an effort to maintain these standards we created and mailed out a questionnaire in March 2010 to all our Clients who had used the helpdesk facility in the past year. Over 200 questionnaires were mailed out and the response was overwhelmingly positive.

The questionnaire focused on the helpdesk staff and the advice/response given. Both rated extremely highly, as is shown in the below diagrams.

Overall, how do you rate the helpdesk support staff?

Overall, how would you rate the help / advice given to you?

The support staff are knowledgeable and have the expertise to resolve the problem.

The support staff explain things in clear understandable language.

Read some of our Clients’ testimonies below.

The support service offered by Alcium is excellent, very professional, with very quick response rates. (Locate in Kent - Rudi Coulter)

You compare very well to other Helpdesks I have used. At the moment, I can't think of anything to improve your service. (Chesterton Humberts - Linda Wyles)

You always solve the problems that occur which are usually minor but can create a large issue for us and you always treat each problem quickly and effectively. Not all helpdesks do that! I also like the fact when I phone Alcium I get straight through to someone who can help me rather than being transferred 5 times before my query is answered. Excellent service. (Warwickshire County Council - Katy Hunter)

Alcium have always got back to me within 1-2 hours of sending an e-mail. They have always been very helpful and have never failed to find a solution to my problem. An excellent service!!! (Rossendale Borough Council - Gwen Marlow)

Helpdesk staff are always helpful and friendly. They take time to understand the problem and make every endeavour to resolve it. They do not rush the call or use scripts in order to keep call handling times down which is a factor in some Helpdesk Services I have used. (Cheshire West and Chester Council - Meryl Pugh)

The difference is the 'in depth' knowledge staff have and the fact that you can pretty much always speak to the same person again if a follow up is required. Don't outsource it!! (One Telford - Andy Clark)

The people I have spoken to have always been extremely knowledgeable with the product and have always resolved or given me the answer to my problem with Evolutive (in non-technical language). Thank you. (SEEDA - Laura Chaplin)

Alcium helpdesks are efficient, knowledgeable and courteous at all times. I have always found them to be very helpful and friendly. The staff who work on the helpdesks are a credit to Alcium. (Invest in Doncaster - Dawn Atkin)

The helpdesk has been a key feature offered by Alcium over the years. Nearly all issues raised have been resolved or recommendations made for future releases of Evolutive. We would like to thank the staff for their continued professional and courteous service. (Coventry City Council - Parmy Singh)

In my views other Helpdesks usually cannot answer or clarify situations instantly, they either take your name/no. and call you back within 6 hours or the following day. Alcium Helpdesk/support services are doing excellent job. (North London Business - Anna Nwaka)

Much better than most Helpdesk services as I get through straight away to the person I need to speak to and even the smallest enquiry is not too much trouble. (Shropshire Council - Barbara Rogers)

Service is good - always somebody around to take a call - if not, calls are returned promptly and I have always had a patient person call me (I have never been made to feel I am being rushed or they do not have time) Good service. I'm pleased. Thanks Jennie (Vickery Holman Property Consultants - Jennie Ireland)

Staff are always friendly and very helpful, if they are unable to fix the problem, they always call us back when it is completed. (East Riding Of Yorkshire Council - Matthew Whittingham)

Customer First
Alcium Software is pleased to announce that it is in the process of achieving Customer First ® accreditation. This is the awarding body for Putting the Customer First ® - the National Standard for Customer Service.

<< Back