Re-flow

Re-flow

Re-flow cloud support helps users to improve their workflow management processes on Re-flow software. The support platform is easily accessible and offers phone, email and web support, as well as a comprehensive bank of guides and videos that will serve the most complex and demanding customer care issues.

Features

  • Multi Channel Support - Email/Web/Phone/Social Media
  • Mobile support
  • Ticket Management
  • Reporting and Advanced Analytic Tool
  • Extensive Knowledge base portal
  • Real-time reporting from all jobs on the dashboard

Benefits

  • Easy to deploy
  • Enable Self-Service Support
  • Reduce businesses overall support costs
  • Business hours customer service support
  • Instant evidence of compliance for stakeholders and regulatory authorities.

Pricing

£12.50 to £30 a licence a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@re-flow.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

3 7 1 7 9 4 8 2 2 7 5 3 0 0 8

Contact

Re-flow Michael Saunders
Telephone: 01392574002
Email: sales@re-flow.co.uk

Planning

Planning service
Yes
How the planning service works
Re-flow’s 'steps to success' set up program means planning a system format with you that support the fundamental requirements for your organisation while keeping things clear and simple. Working with a key champion/s in your organisation, we switch on the required system features for your type of working, provide guidance and support and assist with the creation of bespoke forms if requested at an additional cost.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Re-flow Workflow Management Software

Training

Training service provided
Yes
How the training service works
Based on the assets initially requested, we set up the base system and app in the first week of the project and provide you video training. Once you are orientated to the navigational aspects of Reflow and sign off, we will then begin a communication around the form building process and edit the system to fit with your requirements over the following two to three weeks, accompanied by training and support. Throughout this process you will be asked to sign‐off at specific points, as well
as a final go live date.
Training is tied to specific services
Yes
Services the training service works with
Re-flow Workflow Management Software

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Re-flow provides for a very rich, but an intuitive platform, with industry specific 'quick start' blue prints with the HR, HSE and work forms and workflows preloaded. This can be set up and implemented quickly, facilitating a rapid migration to your new system. Once configured as desired, the data is imported onto your new system, so you immediately begin using a system that is structurally aligned to your business, ready to complete your digital transformation to a new workflow management system. Our customers have been very positive at this approach as it gives ownership and control of the process to the organisation that will be using it. After the implementation of Re-flow, we continuously improve our software, so keeping you at the cutting edge would only involve small, updates that are configured, tested and deployed rapidly.
Setup or migration service is for specific cloud services
Yes
List of supported services
Re-flow Workflow Management Software

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
The quality management approach adopted by Re-flow has been developed in-house through our many years of successfully delivering projects to clients. In creating it, we have paid close attention to adopting the best elements of well-known methodologies such as Prince, PM3, Scrum, Sure Step, Kepner Treghoe, but we have tailored these general methodologies to match our core sector specific requirements Quality Assurance is an essential part of every employees role and it is managed at all levels of the business.
Our Quality Assurance is evidenced in the on-going maintenance of our software in accordance with our SLAs. On completion of a piece of configuration the work is inspected and approved by our Head of Technology and as part of the weekly progress project review the status of each piece of work is confirmed in terms of timeline and quality, finally the work is inspected and approved by the Client UAT Team before being committed to the system.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Support is offered via our ticket system – accessed through the help section of the Re‐flow dashboard – and by telephone, during our office hours, which are 8.30am until 5.30pm Monday to Friday, not including bank holidays. Out of office hours, we monitor our ticket support system and do our best to reply to emergencies ASAP. We monitor the Re‐flow system and our hosting services
24/7

Service scope

Service constraints
Support only available in English language.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We aim to reply to enquiries and requests for changes and additions within the following times,
within our office hours:
Build of new form or report – 5 working days
Amends to forms / reports:
o High priority – 1 working day
o Media – 2 working days
o Low – 5 working days
Error or bug – respond within 12 hours, time to resolution 24hrs
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
None to date
Support levels
Support is offered via our ticket system – accessed through the help section of the Re‐flow dashboard – and by telephone, during our office hours, which are 8.30am until 5.30pm Monday to Friday, not including bank holidays. Out of office hours, we monitor our ticket support system and do our best to reply to emergencies ASAP. We monitor the Re‐flow system and our hosting services 24/7.

There is no differential pricing available for our support, we treat each customer the same and respond to support requests on a priority basis. We have an in-house support team and named contacts for clients to liaise with.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Pricing

Price
£12.50 to £30 a licence a month
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@re-flow.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.