Customer Success

An effortless experience delivered by trusted partners

CUSTOMER SUCCESS

Customer Success is at the heart of our business; our mission is enabling our customers to keep all their employees safe.

We do this through a deep understanding of our customers' goals, their industries, risk, and Health and Safety strategy.

Our team act as trusted advisors to drive value and help you to realise a return on investment.

ONBOARD OUR SERVICE.

Onboarding with us builds and establishes our relationship and is the most crucial stage in ensuring all employees, managers and service users adopt the product and services to be fully protected by Peoplesafe.

ADOPT THE SERVICE

We know that implementing a personal safety solution isn't enough, the right education is required to sustainably drive consistent adoption, monitoring, and ensuring all employee's are fully protected.

REALISE THE VALUE

Our team's key focus is proactively supporting customers in continuous improvement. Regular communication and education in best practises are some of the tools we share to maximise and ensure you fully realise the value of our service.

I cannot thank the teams at Peoplesafe enough for the help and support throughout our implementation process and the impressive way they have collaborated with us in protecting our staff.

Emma Faulkner - Partnerships and Contracts Lead in Business, Strategy & Change at Ministry of Justice

CUSTOMER EDUCATION AND SUPPORT

We train people not products

We keep people safe and our Customer Education focuses on just that. Centred around employees, team managers and H&S teams, it clearly teaches how to use the Peoplesafe service as part of their normal roles.

From learning how to build daily, weekly and monthly safety habits or how to reach the ARC's support when feeling uncomfortable, at risk or in a life threatening situation, all this is covered in our education portfolio.

Training Employees

Protecting yourself shouldn't be hard. Our advisors listen to your employee's risks and routines to build simple training that only covers what you need to know to keep you protected. Our training always emphasises how to raise an alarm in any situation.

Training Managers

Managers are the key to a successful service, we build advocates through our training and education. These sessions centre around how to keep employees protected through awareness of risks, education on raising and responding to alarms and monitoring of the service.

Training Administrators

Covering an overview of how our service works for managers, protects employees and all the operational processes at Peoplesafe. We focus on how Peoplesafe's support teams can be used to keep things running smoothly and how to track adoption, ensuring true value is achieved.

Access to Education

We have eLearning, videos, flyers, user guides, webinars, seminars, eBooks and more, hosted on our 24/7 Helpcentre which can also be embedded into your LMS. Our experts will listen to you and deliver the right content or live training directly to your teams when onboarding or refreshing training.

CUSTOMER SUPPORT

Situated at our Epsom headquarters, our support team is ready to respond to incoming calls, emails, SMS and online chats. They provide daily technical support, catering to queries regarding services and systems. Operating from 8am to 6:30pm, Monday to Friday, they support your administrators, managers and end users.

To underline our dedication to exceptional service, Peoplesafe has implemented Zendesk, an advanced ticketing system designed to swiftly identify, track, and resolve queries.

TECHNICAL SUPPORT

To ensure our systems work effectively, our customer support teams are trained to troubleshoot and resolve a range of technical issues, including:

API integration and functionality
System security and resilience
Compatibility issues
System improvements
Device faults
System interruptions

24/7 SUPPORT

Outside core hours, calls are directed to our in-house ARC. Some of the calls will then revert to customer services and be followed up at 08:00 the following day.

We provide a comprehensive 24/7 support system, giving your end-users and management teams constant access to our in-house Customer Support team. This support is enhanced by online tools like FAQs, training materials, and technical support fact sheets. These tools offer extra ways to get help and solve problems.

SERVICE LEVEL AGREEMENTS (SLAs)

Emails are guaranteed a response within 24 business hours, although our current average stands at a remarkable 4 hours.

For calls and web chat inquiries, a swift response time of 30 seconds is our promise, with our current average impressively maintained at 15 seconds.

ORDER FULFILMENT

Our team is dedicated to delivering excellent service. If you have any issues with our app or devices or need new ones, contact our Customer Support Team.

For device or app support, our Advisor will assist you in identifying the problem and finding a solution. When requesting more devices, our Advisor works with the Account Manager to confirm your order, making sure it's sent out quickly.

At Peoplesafe, we have a team focused on fast device delivery. If you need a replacement or extra device, we initiate an urgent order through our systems. Our Order Fulfilment team ensures the devices are dispatched and delivered to you by the next working day.

#1

Serving in-house, this team ensures Peoplesafe products are linked and tested thoroughly before shipment. Each team member is dedicated to meeting SLAs, ensuring we maintain our promise of timely and dependable delivery.

#2

What sets us apart is our exclusive supplier arrangement, eliminating any concern about stock allocation. We're proactive, pre-ordering stock for a six-month inventory reserve and securing SIM cards a year in advance.