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The future of communicating with Gallagher

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As part of our commitment to continuous innovation, we’re exploring new ways to stay connected with our customers, while reducing our reliance on physical site visits.

“Where circumstances allow, we remain committed to on-site visits when required, but we’re eager to explore ways for our team to support, educate and inspire our customers regardless of their physical location” said Gallagher Marketing Manager, Ben Winter.

Learn more about the ways Gallagher are working in response to COVID-19 to prioritise the safety of our staff and the community here.

“The Gallagher Customer Service & Support teams based in our Customer Service Centre as well as our national field team of Territory Managers are working hard on new and creative ways to ensure that customers remain well-supported.”

“In addition to physical visits, we’ve traditionally relied on a mix of web, email and phone-based interactions to communicate with customers. However, after some significant investments to our infrastructure over the past 18 months, we feel that we can use Microsoft Teams to provide a new way to provide service and advice”

Gallagher use Microsoft Teams internally to communicate via chat, voice or video calls, share files and to collaborate on documents and projects.

Ben said “By communicating with Gallagher using Microsoft Teams, we can offer customers an enriched and engaging experience with video, two-way screen and document sharing. This improves the quality of conversation and can happen anytime, anywhere with phone service (including in store or at the yards) and is powered by Microsoft’s safe and secure network.”

There are other benefits too. Historically, if you required an on-site visit from the team, our local Territory Manager would make a time to visit you and offer support.

“By adopting a ‘borderless territory’ model, we can offer more immediate assistance by leveraging our network of 18 Territory Managers, in addition to the 8 experts that we have based in our Customer Service Centre.”

“We know many of our customers are time poor, so this approach gives us the flexibility to connect you to the right person in the fastest time possible – ensuring that you can get on with your day.”

If you've been invited to meet with the Gallagher Team using Microsoft Teams you can find some tips for getting started here. Or, if you'd like to meet with our team to learn more about new products, an existing installation or for product support arrange a meeting by calling our Customer Service Team on 1800 425 524.

Stay tuned as we continue refining our approach to virtual store visits and farm calls over the coming weeks.