Client Support

Support and advice and guidance in the use of NorthgateArinso's pensions solutions is provided via our dedicated Help Desk support teams based in the Pensions Centres in Marlow and Bristol.

Calls to the Help Desk are few and far between due to the robustness of our pensions administration software but to cover all eventualities we encourage remote support so that we can access your system and solve any issues immediately. We also provide an on site support option if required.

Our client support services are based on our in house Incident Management System (IMS) which has a web based front-end for easy access by customers and NorthgateArinso staff. Progress on all logged call can be tracked by customers and staff and in addition to holding the functionality required for a call logging system the IMS system also enables us to provide a pro-active service to our clients keeping them fully informed about product changes.

"We visited NorthgateArinso's support desk during the evaluation process and their phones hardly seemed to be ringing at all. Now we know why, the pensions administration software is incredibly easy to use and maintain. We can now resolve 90% of member queries in less than 20 minutes. In six months use, we are yet to find a single error."
Pensions Administration Manager, Daily Mail

Customer Satisfaction UK Ltd recently carried out a survey of Northgate Customers, of the Pensions customers questioned 100% were satisfied or very satisfied with the support service activities they had received from NorthgateArinso. The survey included the following customer comments;

“Customer services are always clear, helpful and quick to respond.”

“If you do have a problem you know someone will be able to help you.”

“They know what they are doing and are very proactive.”

“Their response times to general enquiries/issues are excellent.”