3,358 total
Neil encouraged us to figure things out for ourselves but when we needed help he answered our questions quickly and clearly. He gave examples of real life situations eg Bobby wants to book a table.
The epos system is very different to what we are used to but once we got used to it we love the flexibility it allows us.
Date of experience: 12 December 2024
Martin Dunham has provided excellent advice and assistance over the past couple of weeks. He is always so helpful and provides very quick responses. He understands the issues we are relaying and looks into them thoroughly to see if there is an easier, more efficient way we can do tasks to get the results we are looking for.
Sarah Healey
Date of experience: 12 December 2024
Cathal Burke has gone above and beyond to assist me with our new site. He has been incredibly helpful, offering valuable suggestions and tips on how we can continuously improve the site. Working with Cathal has been a pleasure, and his dedication to going the extra mile has made a significant difference.
Overall, I am extremely pleased with both the customer service and the final result of the site. I highly recommend his expertise and support!
Date of experience: 13 December 2024
All the customer service advisers I spoke to were polite and explained how to resolve my issue with People Planner in a way I could understand. There was no wait time on the call, even when I was transferred to the right department after initially calling the wrong one. Both advisers were understanding, listened to my issue, and took the time to help me.
Date of experience: 03 December 2024
Since my review 6 days ago, I was asked to provide contact details and not one person has tried to ring me back. Still waiting for a face to face meeting with the account manager to discuss issues, but no luck despite agreeing to this initially. No doubt they will increase the subscription by 10% through their so called annual "RPI" uplift.
Date of experience: 09 December 2024
Reply from The Access Group
Hi,
We sincerely apologize for the challenges you’ve encountered. Our records indicate that your Account Manager and Customer Success Manager have been in touch with you and are arranging a meeting to address your concerns. They are here to support you and are actively working on resolving the issue. We’re confident it will be resolved soon.
Many Thanks
The Access Group
A bit tricky at first not really knowing what to expect and what we needed to do, however, as soon as our support person, Amy Thrower, got involved it has been amazing! Amy could not have been more helpful, always there to answer questions, even the daft ones, and has made the whole process so much easier than I expected!
Date of experience: 11 December 2024
Reply from The Access Group
Hi Jenny,
We're so glad to hear that Amy Thrower was able to provide such excellent support and make your experience so much smoother. It's wonderful to hear that Amy went above and beyond to help you.
Many Thanks
The Access Group
Very nice contact persons. Pleasant to have a counterpart speaking your own language (even if English would be ok as well). Involved and reactive, coming up with creative solutions to support us.
Date of experience: 11 December 2024
The system in general is good. Support center sometimes slow and not very detailed, but in most of the cases provide what is needed. The biggest highlight so far was the support from Laura Dobra and Nick Boeden - truly amazing. Very knowledgeable and supportive, thinking of the client experience very seriously.
Date of experience: 10 December 2024
Reply from The Access Group
Hi Karina,
We appreciate your kind words about the system and your positive experience with Laura Dobra and Nick Boeden. We're glad to hear that our support team was able to provide you with the assistance you needed. We value your feedback and will continue to strive for excellence in all areas of our service.
Many Thanks
The Access Group
Sigita Marfani , always goes above and beyond to ensure no stone remains unturned, in order to resolve any query's we may have within the system. It is a pleasure having Sigita as our account manager and I wish her all the best for 2025 .
Sarah C
NHS Greater Manchester Integrated Care
Date of experience: 10 December 2024
Reply from The Access Group
Hi Sarah,
Thank you for your review about Sigita. We are so pleased to hear that she has been so helpful and supportive. We appreciate your feedback and will share it with her.
Many Thanks
The Access Group
We have been extremely impressed with the customer and technical support provided by Access Group. Matt Seal, in particular, has been a standout. He is incredibly knowledgeable, prompt, and always dedicated to finding the best solutions for our business.
One example that stands out is when Matt helped us resolve a difficult situation we were facing with one of our suppliers. He took the time to meet with the supplier, explain the process, and make sure everything was understood. His efforts ensured that we were able to achieve exactly what we needed, and it was a huge relief for our team.
Matt’s assistance has also been invaluable in helping us manage our software and maintain the system in a way that simplifies usage for our team. He consistently goes above and beyond to ensure that everything runs smoothly and that we are using the software to its full potential.
We’ve never faced any major issues, and whenever we need help, Matt is always there with quick, effective solutions.
Overall, we highly recommend Access Group for anyone looking for reliable customer and technical support. Their team, especially Matt, makes all the difference in helping businesses like ours succeed.
Date of experience: 11 December 2024
Excellent Experience, Neil was on hand to sort all query's and support in the install and after service.
No issue was left un assisted. Would recommend.
Date of experience: 12 December 2024
We booked refresher training with Neil Crook on PW, it was very informative and worthwhile.
Neil is a PW guru and was able to help us navigate the
system more effectively and efficiently.
As well as being easy to deal with, coming from a hospitality background, he understood what we needed and was able to offer invaluable advice on our systems.
Date of experience: 28 October 2024
Reply from The Access Group
Hi Geraldine,
Thank you for your positive review. We are delighted to hear that you found Neil's refresher training on PW informative and worthwhile. We appreciate your feedback and will be sure to pass along your compliments to him.
Many Thanks
The Access Group
So far so good. Sometimes a bit too many mails about updates and stuff. And some selfhelp pages would need a refresh. Especially Piriyaankha and Kevin were always very helpful.
Date of experience: 06 December 2024
Reply from The Access Group
Hi Luko,
We appreciate your feedback and are glad to hear you're finding our service helpful. We're also happy to hear that Piriyaankha and Kevin provided excellent support.
Many Thanks
The Access Group
The overall service was very poor and I had made close to 25 phone calls to various Access Group staff to get some pressing help. I was losing money daily due to their lack of support.
Finally, after threatening to leave and take my business elsewhere, the experience completely changed when I made contact with Geraldine Conway, the success manager. She was brilliant and knowledgeable and a pleasure to work with. She made things happen for me immediately, sympathized with me, offered me a discount for my inconvenience and followed up via text, email and phone calls to ensure that all my needs were met. Ms Conway is the sole reason why I am giving the Access Group 4 stars.
Ms Conway deserves 5 stars whereas the rest of the support team deserve 3 or less. The Access Group are lucky to have her.
Date of experience: 10 July 2024
Reply from The Access Group
Hi Peter,
We appreciate you taking the time to share your experience. We understand your frustration with the initial support you received. We are glad to hear that Geraldine Conway was able to provide you with the assistance you needed. We will use your feedback to improve our support processes and ensure that all customers receive the same level of exceptional service.
Many Thanks
The Access Group
The on boarding process was a little longer than expected as we needed to use the software straight away but support from Larissa was fantastic. Great to have a live chat function so we can fire questions across as needed.
Date of experience: 10 December 2024
Reply from The Access Group
Hi Claire,
Thank you for your feedback. We appreciate you highlighting the positive experience you had with Larissa. We are glad you found the live chat function helpful.
Many Thanks
The Access Group
Our Customer Success Manager Nicola Wright is amazing. If it were not for Nicola, we would have given up on Access a long time ago. Whenever we have issues with projects or cases not being answered in a timely manner, Nicola always comes to the rescue and chivvies the right people along to get things resolved. This is what customer service is about, I am just disappointed the number of times I need to go to Nicola to resolve issues. We pay for premier support but sometimes end up waiting weeks for cases to be resolved. If everyone at Access worked as Nicola does, you would have an unbeatable company. She always put the customer first. Nicola just gets on and resolves the issue, finds out what went wrong so lessons can be learned on both sides. It is not about blame but working together, and working with Nicola has been a joy for the last 4 years.
Date of experience: 10 December 2024
Reply from The Access Group
Hi Sue,
We appreciate you taking the time to share your feedback and highlight the exceptional service you've received from Nicola Wright. It's wonderful to hear about her dedication and commitment to resolving your issues. We're glad she's been a valuable resource for you over the past four years.
Many Thanks
The Access Group
Geraldine Conway was great to deal with and responded very efficiently. I also spoke with a gentleman I can't remember his name, and he help me navigate through access website and successfully fixed an error so I could get back into our Handitrust.
Date of experience: 03 December 2024
Reply from The Access Group
Hi Tracy,
We appreciate your kind words about Geraldine Conway and the other team member who helped you. We're glad you had a positive experience and were able to resolve the issue with your Handitrust account.
Many Thanks
The Access Group
Very happy with the work Rafael did to help us with our new unlock key mix up. Only issue was that it took longer than we expected to resolve due to multiple departments being involved, but this was no reflection on Rafael himself.
Date of experience: 10 December 2024
Reply from The Access Group
Hi Laura,
We appreciate you taking the time to share your feedback. We're glad you were happy with the work Rafael provided. We understand the inconvenience of delays, especially when multiple departments are involved. We'll take your feedback into consideration as we strive to improve our processes.
Many Thanks
The Access Group
I learned a lot for the people planner. Andrea Ranalli explained everything in detail so it was easy to understand. Good trainer with a lot of knowledge on the system.
Date of experience: 11 December 2024
Dan offers me a great support, always available, adjusting my request in due time. He also makes proposition. From an experience perspective, I am very satisfied.
Date of experience: 11 December 2024
