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Customer Service

We pride ourselves at Gladstone in being Customer Centric, as it is our number one core value, we understand that your needs come first, always. Listening to and understanding our customers and the wider industry is our top priority. 

Our Customer Service team delight themselves in being the touch point for all customers. With a combined total of over 40 years' worth of rich experience, dedicated to providing exceptional customer service and support. The team works tirelessly bridging the gap between you and Gladstone,  from a general query through to providing updates and progressing cases logged with support and development, our Customer Service team is here to help. 

Customer Service works on these CARE values:

Portrait of confident female call center agent working in office
  • Customer Focused

  • Accountability 

  • Respect 

  • Excellence 

The same way our software is for life our customers are for life too, so going the extra mile is pivotal to maintaining an ever-growing relationship.

We believe that one good customer service experience can change the entire perception a customer holds towards the organisation: 

 I pretty much think you are all extraordinarily helpful, warm and friendly. I cannot fault a single one!
Source: Kerry Fowler, Wirral Borough Council

 Each time I have spoken with you, you have been helpful, understanding and honest, which is always comforting. If you have not had the answers or information to hand or been able to resolve an issue immediately, you have made every attempt to get the results or speak to the person who can. When you have said you will update me, you have done so whether by email or telephone!
Source: Julie Kendrick, ActiveLife

 As always you give 100%. You always strive to achieve the best solution for the customer in the best possible time. You are a pleasure to talk to about anything. Keep up the excellent work.
Source: Julie Bray, Leicester Borough Council 

 Always a pleasure to talk to even when things are going wrong! You are always there to chase the support desk to get issues sorted quickly and keep us information as to what is happening. 
Source: Mark Bates, North West Leicestershire District Council 

 You are always very helpful and you always ensure that there are no blockages with assisting with customer support queries. When meeting with customers face to face you make them feel very welcome at the head office and always ensure they know where all the amenities are. 
Source: Keiron Butcher, Fusion Lifestyle 

Gladstone VOC (2)

Voice of the Customer 

Have Your Say!  

Being able to provide exceptional service and support to all our customers is key, the Customer Service team is always trying to find new ways to allow our customers to have their say and tell us how they feel. We are now sending quarterly communications to all our customers asking them to provide us with their invaluable feedback and NSP score.  This feedback will allow us to focus our efforts in the areas that are most important to our customers. 

We want to give you the opportunity to steer the direction of Gladstone and be at the forefront of change, shaping the future of the software and services Gladstone has to offer to make sure that we can help you achieve your business goals in the most efficient and effective way possible. Our customer voices really matter!

Customer Portal 

We constantly endeavor to improve the customer journey and as such have invested an extensive amount in creating a dynamic, user-friendly portal that will be the base of all knowledge and community for our customers. It will aid in assisting you to resolve your own queries as a first point of reference, before having to contact customer service or support for further assistance. The portal is ever expanding and we are aiming for it to be the Gladstone fountain of knowledge.

Make use of our Customer Portal and benefit from:

  • The latest product Release Notes
  • Configuration and Installation Guides
  • Product Help Centre
  • Webinars and Prerecorded Webinars
  • Latest Customer News and Alerts
  • FAQ
  • Details about how to log a support case

If you would like to contact the Customer Service team please either email us at: 
customerservice@gladstonesoftware.co.uk 

or call us on +44 (0) 1491 20 10 10 and press 6 

Customer Login