- Club Type
Ensuring that our Customers not only receive the correct solution for their needs but make the most out of their investment, guaranteeing operations run as smoothly as possible. When resolving any day-to-day software issues our support team calls each customer to ensure the problem has been fixed and that they are happy for the incident to be closed before we do so.
Whether you contact us through the self-service portal or via the telephone Gladstone will aim to resolve your support tickets in a timely manner to ensure a swift conclusion to your ticket. We acknowledge all tickets within a maximum of 4 hrs where our Support engineers will aim to resolve your issue as quickly and efficiently as possible, whilst keeping you informed with regular updates as your case is progressed. If we unable to resolve your case immediately it will be escalated to second line support for further investigation. All activity on your case will be closely monitored and visible through the Gladstone Customer Portal with notes and case resolutions details provided. For site administrators or IT Ops roles we can provide a consolidated site view of all tickets raised throughout the organisation, just ask your engineer to enable this.
It is part of our company culture to ensure all staff are customer-focused, and all managers are empowered to include customer-focused objectives in staff development. We hold our staff accountable when it comes to customer service, both in terms of product development and how we run our business. - Jonathan Christensen, Head of Customer Service
SDA software has joined the Gladstone family the products; LeisurePoint (hosted) and ClubCentric (on-premise). Gladstone is marketing these products under the brand GladstoneOne.
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:
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.
If you would like to contact the Customer Service team please either email us at: firstname.lastname@example.org or call us on +44 (0) 8451 27 10 10 and press 6.
What our customers 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 a Net Promoter Score (NPS). 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!
Another aspect of Support that contributes to outstanding customer service includes the dedicated customer portal. We constantly endeavour to improve the customer journey and as such have invested an extensive amount in creating a dynamic, user-friendly portal that is the go-to knowledge and community for our customers. It aids in assisting our customers to resolve their queries as a first point of reference, before having to contact customer service or support for further assistance.
Here you can raise support tickets, access documentation and training, and attend our free webinar training sessions. Identifying common customer-training needs, we have also produced snack sized help videos to enable faster resolution.
What you can find on the Customer Portal:-