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.

Meet the team:

My role varies from day to day, from writing and maintaining Service Level Agreements (SLAs) for my customers that I account manage, handling incoming queries, to creating new quotes for new equipment or projects or product.  The CRM team are all client focused and building relationships is key to how we provide a successful service to our customer, so I love to get out and about, visiting customers to ensure they’re happy with the service LHIS are providing, performing regular contract reviews and presenting KPI information on statistics such as number of support calls raised, our response times to resolve issues, trend analysis, customer satisfaction rates, average time to answer the telephone on the service desk and our associated breach rates against the SLA. If there is anything more we can do to support our clients, I find face to face meetings are the best way to find out what that IT requirement is and best we can support their organisation to implement it!

I have been a Customer Relationship Manager at LHIS for over 5 years, 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 and or computer equipment, plus 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 complaints (and compliments!), manage their quarterly contract reviews and regularly get out and about on client visits. 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.

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!

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.

I work as a Client Relationship Manager within the LPT/LHIS ChatHealth team, looking after ChatHealth and Health for Teens/Kids contracts for many customers across the UK. My role is varied, consisting of contract reviews, account management, invoice control, writing contracts, creating quotes through our CRM system, attending stakeholder meetings, providing demos of the systems to clinical services, sales management, third party liaison and assisting customers on a daily basis for any queries or complaints.  I attend various meetings across the organisations dealing with many stakeholders at all levels of the client organisations. Some of our customers are within the NHS and others are charities or public organisations. I also assist with business cases and tenders to help gain the funds for our services and products, support new developments of the ChatHealth product by bringing back ideas and requests from clients for additional features and functionality to the LHIS development team to add to the Agile sprint backlog, to ensure that the product remains fresh and we listen to our clients feedback.

I support the CRM’s by being responsible for the creation and management of proposals and quotations, the processing of customer orders for equipment and services, and all of the associated invoicing, linking in with the finance department to ensure the overall financial accounts for income and expenditure for all our SLA income and new business areas of LHIS is accurate. I administer the CRM system, set up and configure new products and clients in the system, making sure it is up to date and meets the needs of the team and the Service Delivery Manager who oversees the department . I am responsible for the creation of organisational, financial and CRM activity reports, ensuring they are accurate for our Senior Management Team Board meeting but also support the CRMs in generating their SLA packs and RAG reports for client distribution on a quarterly basis, which provides our customers with the information on our service performance, KPI’s and Service Level Agreement information. As our business Delivery Team is so busy with deploying new products in the digital arena, I also help them out by supporting the on-going roll out of GP Websites, on-line Friends and Family Test sites and generally providing support and training to customers for these specialities.