The CRM’s main remit is to foster the relationship between the Leicestershire Health Informatics Service (LHIS) and its existing customer base, ensuring that the products and services we provide, along with the associated performance is efficient, continues to remain effective and meeting the needs of the client organisation.
As the needs of a business/organisation, constantly evolve and priorities change, particularly within both the IT and healthcare industries, the CRM function is primarily focussed on being the central point of contact for account manager type duties, such as being responsible for the all contractual elements of the relationship, including the Service Level Agreement (SLA) and its service schedules, the key performance indicators that are put into place, SLA negotiation but also to provide an escalation point for complaints and compliments and act as a link for all communications between our customers and other internal departments within LHIS.
Daily contact with our clients is a key part of the job, offering new and forward-thinking ideas is essential to a productive communication process around IT can support your organisation. Reporting to the Service Delivery Manager, within the Service Delivery Department, this is a fast-paced environment that is both demanding and fulfilling, involving not only developing trustworthy relationships with our portfolio of existing clients to ensure they do not turn to competition, but also acquiring a thorough understanding of each of our customers needs and requirements through understanding their IT strategy, continuing to expand the relationships we have with our existing customers by proposing IT solutions that meet their objectives, ensuring the correct products and services are delivered to customers in a timely manner, resolving any issues and problems faced by our customers and deal with complaints efficiently to maintain trust and prepare regular KPI reports, SLA schedules, quotations for new work, management of invoicing and purchase order information and regularly providing a safe platform to discuss the underlying SLA and the service being provided using key performance metrics such as customer satisfaction rates, call volumes, breaches and IT strategy.
Something that sets us apart from other organisations is our Service Level Agreement. As part of the SLA, each customer is assigned a Client Relationship Manager (CRM). Ensuring our customers get a consistent, quality experience when dealing with LHIS.
Plus we know each customer is different, with different needs, challenges and goals. Using their wealth of experience, along with a unique view of your business , our CRM team are perfectly positioned to offer bespoke solutions and tailored support that is a perfect for for your organisation.
Client Relationship Manager
I have been a Client Relationship Manager at LHIS since 2011, providing support to our wide base of clients including the NHS Trusts, CCG’s, GP Practices and other private/ public organisations. Using established relationships with my customer base, I am perfectly positioned to assist with new business enquiries, general issues, and queries, providing quotes for required products/services/projects and software/hardware equipment. I have the technical knowledge and experience to advise on any new products or services that are suited to the needs of their healthcare organisation. I am responsible for maintaining my clients Service Level Agreements, handle their escalations, complaints (and compliments!), manage their quarterly contract reviews, and regularly meet and visit our clients. I also have the unique opportunity to be involved in various inter departmental projects to explore and assist with the decision-making processes around the use of IT, to assist our internal staff and ultimately our customer base in delivering efficiencies and driving innovation through IT.
Client Relationship Manager
A large part of my role consists of maintaining a good healthy and trustworthy working relationship with our customers which involves responding to regular site visits to ensure the customer is happy with the service, tailoring solutions to meet the client’s needs, negotiating contracts and Service Level Agreements between LHIS, our customer and sometimes 3rd party organisations. With a technical support background myself, I am perfectly positioned to think outside of the box of our traditional service and product offerings, investigating new technologies and embracing the challenges of implementing IT solutions within the public sector. Another part of my role is to monitor customer satisfaction rates quite closely and actively follow up on any negative or constructive feedback so that we can learn from the feedback and make service adjustments where required to improve the end user experience. Our customer satisfaction rates are always over 95% satisfied however I still think it important to proactively follow up on areas we can improve on, as we can’t always get it right every time but we will certainly try!
Client Relationship Manager
I joined LHIS in the middle of the pandemic which makes me the newest member of the Customer Relationship team. I am passionate about all things IT and all that it does to make our lives a bit easier. I come from an Account Management background and my main motivation has and always will be the customer. My role here is to work alongside you and your organisation to make things run smoothly, to offer support and guidance where needed and to answer any questions or queries that you may have as quickly and efficiently as possible. Whether that includes creating an SLA for your organisation to review, getting a new team onboarded with our services or simply working together to understand your goals and requirements, I am here to help. At LHIS, we continuously strive to deliver the best service possible so any feedback is always welcomed and regular SLA meetings are encouraged to ensure you make the most of our service. I look forward to speaking with you at some point soon!
Technical Support Specialist
The TSS role is very varied and can change from day to day, getting out and about sorting out technical issues or problems on customer sites, completing site surveys for the installation of new equipment and gathering requirements for new work, plus providing technical support to LHIS Business Delivery Team in trialing out new product and service developments. I provide both software, hardware and all related diagnosis services including resolution on sites for issues which have been raised that have been reported to the CRMs, typically via the escalation process, which tend to require more technical investigative work, as the problem has been reoccurring or will take longer to resolve, than a traditional support call. I also investigate new product or services on behalf of our customers that LHIS do not currently provide as part of their service catalogue, so lots of research and testing of innovative and new technologies, platforms and non-standard pieces of hardware.