Customer Service

By your side.

Supporting your delivery from day one.

Support brochure (1)
CSE

Customer service matters to us. That's why our whole team at OneFile are committed to delivering brilliant customer service to all of our customers.

We're assessed annually against the Customer Service Excellence standard, and we're proud to have retained this accreditation since 2016.

More than just a software

OneFile's award-winning teams have been supporting 1.2 million users for nearly 20 years. When you switch to OneFile you get access to a dedicated onboarding team, experienced Customer Success managers and a state of the art Help centre. All users can contact our team over emails, support tickets, phone calls and live chats!

It's all part of the service

We’re here to help you – that’s why our software comes with prebuilt qualifications, onboarding support and online training as standard. And if you need it, we can build bespoke qualifications and manage your centre for you. When you partner with OneFile, you become part of a community – a group of one million people dedicated to the future of apprenticeships. 

Onboarding

When you're ready to get going with OneFile, our Onboarding team is by your side from day one. Your dedicated Onboarding Success manager will guide you through the whole set-up process, provide you with online or onsite training, and be your go-to OneFile contact.

You’ll also have access to our onboarding portal – a resource hub that's jam-packed full of informative user guides, videos and top tips to help you get the most out of OneFile. 

Software support

Our Software support team are available between 8 am – 6 pm, Monday to Friday (excluding bank holidays in England). All users can contact our team over emails, support tickets, live chat and good old-fashioned phone calls to get the support they need.

At OneFile HQ, we use a state of the art Help centre, so that we can provide outstanding service to all our customers. Log into the Help centre from your OneFile account to access your support tickets, forums and much more. 

Standards and qualifications

As soon as you sign up to OneFile, we’ll get your standards and qualifications loaded onto your centre. We already have 100s of standards and 1000s of regulated qualifications preloaded on OneFile.

Our in-house qualification specialists can build bespoke standards to suit your centre – submit your bespoke aims through our online portal and we’ll create digital versions of them just for you.

Customer success managers

As you progress through your OneFile journey, our Customer Success managers will available to support you. It's their job to keep you updated on all the latest news from OneFile HQ - new developments, sector updates, upcoming events and best practice.

All our Customer Success managers have real-life experience in vocational training, so they'll also be able to help you use OneFile to standardise delivery, make efficiencies and keep up with regulatory changes.

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“The support from our Onboarding Success Manager has been amazing; they’ve gone above and beyond to make sure we have a platform which meets the needs of our organisation. They’ve taken the time to get to know us and how the team operate and have opened our eyes to what OneFile can offer. They constantly stay in touch to ensure that we're able to use the software to its fullest potential.”

- Lorraine Davies, North West Ambulance Service

Customer Service Statistics

97%

Customer satisfaction

9

Days to build regulated qualifications

1659

Inbound calls

12s

Average call answer speed

4409

Tickets resolved

1h 57m

Average initial response time

* Figures based on Q1 2021

Customer stories

We prioritise the experiences of our customers above all else, investing in award-winning support teams as well as designing a learning platform that's efficient, engaging and works with all apprenticeships, training and vocational qualifications. Check out our customer stories from organisations in different sectors – including healthcare, apprenticeships, further and higher education, public services and retail.