On-shore support

We’re ISO 9001 certified, which means that we’re committed to providing excellent service. All of our systems come with contracted support agreements, in which we agree to resolve any issues within certain timeframes (according to the severity of the issue).

Our support team are available during all core working hours and are based in the same office block as all of our other teams so you won’t end up speaking to any automated customer service lines! On top of this, customers can log issues online 24/7 to be picked up by the team at the first opportunity.

Dedicated Account Managers

We kick off each implementation with a project initiation meeting. During this meeting clients are introduced to their dedicated Account Manager who will be their first point of contact at ILLY if there is anything in particular they wish to discuss.

Our Account Managers are dedicated to ensuring clients are as satisfied as possible with the performance of their system. They are also there to advise on any upcoming events or system changes.

Have your say

We’re the first to admit that our systems wouldn’t be half as effective, if it weren’t for the help of our clients. Because we work in complex industries and with organisations that deliver all manners of service, we have to be constantly on the lookout for feedback.

We allow our client’s to submit Feature Requests all year round. These help to road map our systems and ensure they meet all forthcoming business requirements. We also hold annual user groups for certain products, during which we present the proposed features that will be released in the next system upgrade. Feedback for events like this and regular meetings with our Account Management Team help to keep our systems relevant.