Dedicated UK-based support at every stage
Get support from people who know your organisation and your FlexGenius setup. From implementation and launch to ongoing platform changes, our in-house UK team helps your organisation get the most from your platform.
Support from implementation onwards
Your support starts before your platform goes live. During implementation, a dedicated implementation manager oversees your platform setup and content from kick-off to launch. You'll have a consistent point of contact who understands your requirements and keeps you updated throughout the process.
After launch, a named account manager becomes your main point of contact. They'll understand your setup, which benefits you offer, who they are offered to, and what your employee communication and reporting requirements look like. They will help with platform questions, configuration changes and preparation for annual enrolment.
Your support also includes quarterly reviews to discuss what's working, what's changed, and whether your FlexGenius setup still meets your organisation's needs.
“Our experience with the FlexGenius platform has been highly positive from the outset. The implementation process was efficient and straightforward, facilitated by a knowledgeable and supportive team. They ensured that our transition was smooth and that all questions were addressed promptly.
“Security and reliability have consistently met our expectations. Since adopting FlexGenius, our benefits are all in one place and are readily accessible.”
Lesley Sherwin, change project partner (people), Together Housing Group
Get help when you need it
Your queries go directly to our UK-based in-house team, who work with FlexGenius every day and understand how the platform works.
HR team and employees can contact the team through a dedicated support email address. Employees get help with their platform queries without having to go through HR, reducing the administrative burden on your team.
We aim to respond to queries within 24 hours. Some may take longer to resolve, depending on their complexity, but if that's the case, we'll explain the expected timescale and keep you updated until your query is closed.
-1.png "Get help when you need it")
.png "Support for employee onboarding")
Support for employee onboarding
As part of your launch, we provide live webinars to introduce employees to the platform and show them how to use it.
We encourage clients to record these sessions for future use. New joiners can watch the platform walkthrough during onboarding, so your team doesn't have to repeat the same session for every new employee.
Clear SLAs from the start
Our service level agreements (SLAs) are set out in your contract, and we'll share the details during the sales process. You can review our service commitments before you sign, so you know what to expect from FlexGenius support from the outset.
.png "Clear SLAs from the start")
What our clients say about FlexGenius support
“Lucy and Charlotte have been fantastic to work with. They are always very responsive to our requirements and try to accommodate some of our very specific requests at short notice! The support has been excellent, and they are never too busy to jump on a call to explain anything we are not sure of. Thanks very much!”
Hayley Price, head of people and operations, CMA Recruitment Group
“We have received a positive experience of working with the team at FlexGenius, who respond promptly, remind us of deadlines and partner professionally to meet our needs.
“The solution, having been implemented a few years now, has provided an enhanced employee experience and much more structure to our processes – which has been amazing!
“I’d like to thank the team for their continued support, responses and partnership.”
Emma Locke, HR manager UK, Perfetti Van Melle - PVM UK Limited
“FlexGenius were an absolute dream to work with. From the initial meetings with Niall Munro, through the implementation phase with Helen and her team, and finally to go-live, they consistently demonstrated professionalism, helpfulness, and patience. They gave me complete confidence as I navigated a new process, resolving all my queries with a calm and reassuring approach.”
Alison White, senior HR specialist, APTOS
FlexGenius support FAQs
No. A dedicated implementation manager oversees your platform setup through to launch. After launch, a named account manager becomes your main point of contact for ongoing support.
Contact our UK-based support team through your dedicated support email address. We'll investigate the issue, explain the next steps and keep you updated on progress until it's resolved.
We aim to respond within 24 hours. If your query takes longer to resolve, we'll provide an expected timescale and keep you updated on progress.
Yes. As your organisation's needs change, your account manager can help you review your existing setup and discuss any configuration changes needed to keep your platform aligned with your requirements.
If you're planning to expand your employee benefits offering, your account manager can discuss your requirements and help you understand how new benefits can be incorporated into your existing FlexGenius setup.
Book a free demo
The only way to truly assess new software is to see it in action. Why not book a free demo of our simple-to-use system, and take the opportunity to ask our consultants how the platform can configured to your exact business requirements?
Want to have a chat?
Want to know a bit more about FlexGenius? Our team would be happy to chat with you today!