We have recently created a Customer Success Team within EcoOnline UK and Ireland, to help us continuously improve for our customers.

Two new departments of SDS Services and Account Management have been created from our existing customer service department.

By creating two separate teams we are giving our customers dedicated support and training personnel as well as staffing the requirement to keep the Chemdoc database up to date for all our customers.

 

The Key Functions of the SDS Services function will be:

  • Source and update SDSs
  • Extract data from the SDSs
  • Manage the support mailbox queries and resolve any day to day technical queries

The key functions of the Account Managers will be:

  • Onboard new customers
  • Provide training to our customers on-site and via the web
  • Be a point of contact to help resolve any queries or concerns
  • Monitor customer feedback
  • Provide a yearly review with our customers to help understand how we can better help our customers
  • Provide information on other product and service offerings to our customers

Benefit for you the Customer

  • Your organisation will be assigned a dedicated account manager, providing a single point of contact for you
  • Your organisation will have a yearly review with the head contact to discuss your product/service usage and help plan for the future
  • Your organisation will be able avail of training courses on Chemdoc and Chemical Safety if required
  • Your organisation will be kept informed on any system or service changes through your account manager

 

Meet the team

We have been recruiting for the new Account Management Team and I am delighted to announce both Gillian Keane and Arron Cox will be our first two Account Managers in the UK and Ireland.

Hannah Daly

Account Manager

 

Hannah has over 8 years’ experience working with Chemdoc and has an excellent product knowledge. Hannah will lead and train the account management team to ensure our customers receive the best customer service we can provide.

Gillian Keane

Account Manager

Gillian has accepted the position here in Ireland. Gillian is looking forward to new challenge after starting with us back in January as a member of the customer service department.

Arron Cox

Account Manager

In the UK, Arron has 20 years customer service and account management experience. I would like to welcome Arron to EcoOnline and Chemdoc and wish him the best going forward. I am sure he will bring great support to our customers.