November 4, 2019

Quicker responses to technical questions

Specialized solutions for regulatory agencies

Through our Continuous Improvement process, GL Solutions encourages employees to enhance client service by making incremental adjustments to our policies and procedures. One recently adopted improvement involves requests for technical support. Previously, tech support questions were routed to GL Solutions’ Development team, which produced a write-up of what caused a problem and how it was fixed. The explanation was then sent to GL Solutions’ Quality Assurance team, which relayed it to the client. This generally has worked well. On occasion, however, clients ask follow-up questions, which also had been routed to the Development team then returned to the Quality Assurance team. To ensure quicker responses to clients’ technical questions, GL Solutions adopted a process, recommended by employees, that puts clients on the phone with company technical experts.