Consulting Services

Loyal Solutions certification consultants are the best in the business; Choose among our partners of differing specializations to find the one who will best meet your needs.

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Customer Service and Support

Customer Service is one of our greatest strengths. We are attentive, addressing any needs and working to solve all queries. Customers can contact us through e-mail, phone or our online system of tickets for assistance.

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Product Validation

Our experts in Software, Quality & Control Systems' Validation for IT areas on different industries provide advice, guidance and consulting services for the validation of Loyal Solutions products.

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Implementation

We have wide experience in the implementation of management software in all types of industries, using the best practices to guarantee our customers’ satisfaction. Installation, parameterization, training, audit support and customization are some of the steps comprised in every project.

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R&D

Our Research and Development Dept. is constantly seeking innovative solutions to improve our products and address any new needs of our customers. Additionally, we carry out on-demand development of automation processes, which are then integrated into the Loyal platform.

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Consulting Services

Loyal Solutions certification consultants
are the best in the country: Partners with different
specializations to choose the one who will
better meet your needs.

We provide two types of consulting services:

Implementation Consulting: During the implementation process of the software, our consultants offer guidance and training on the use and management of the new tools.

Strategic Quality Management Consulting: Working simultaneously during the implementation or use of our products, our consultant partners help customers improve management processes as well as corporate excellence models.

Working with companies from different sectors in their certification processes, we gained the necessary expertise to know in detail every step and the preparation needed to meet the requirements established by each regulation or norm.

Are you interested in becoming a Loyal business partner?

Keeping dynamic structures to offer the best solutions to our customers is vital in current industry. For that reason we are always recruiting the best consultants in every country, inviting them to become part of our partners' team at Loyal. Should you be interested in joining us, please fill out the form below.

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Implementation

We have wide experience in the implementation of management software in all types of industries, using the best practices to guarantee our customers’ satisfaction. Installation, parameterization, training, audit support and customization are some of the steps comprised in every project.

Our implementation methodology is used for every project, comprising several steps carefully followed, aimed at guaranteeing proper functioning and customer satisfaction.

A Project Leader arranges the initial meeting with the customer’s staff representative appointed for the Project.
All the interested parties on the customer’s end should participate in this meeting: System Manager, Business Manager, sponsors of the project, etc.
During the meeting, the seller informs the participants of the details of the product and the services associated to that product, in accordance with the commercial proposal accepted by the client.
Both work teams – the customer’s and Loyal’s- will be chosen and, if possible, the project schedule will be set up; failing that, the schedule should be proposed by the Customer for further confirmation, or an alternative schedule proposal will be submitted by the Project Leader.
Ending the meeting, a written record will be issued, summarizing the topics treated, listing the teams compositions and the proposed Schedule.

Customer Service and Support

Customer Service is one of our main
differentiators. We are very attentive to address
any needs and to solve all the queries. Customers
can contact us through e-mail,
phone or our online system for tickets’ follow up.

Explore our effective issue tracking process:

Incidents will be managed through a Ticket follow-up tool, provided by Loyal. A consecutive code ticket, automatically generated, will be created for reporting incidents of any category. Accessing a portal with username and password (customer record) the customer will be able to report the incident, which can also be automatically reported by email or over the phone using the Help desk services, whose staff will take care of registering the ticket and will provide its number to the customer.

Incidents reported at the Help Desk will be categorized and prioritized according to its severity level.

The follow-up tool for incidents allows the management of 7 types of Incidents:

Once the incident has been submitted to the Help desk, it is categorized and a ticket status process is initiated until the ticket is closed.

Consultation Doubts regarding the use of the product.
Defects Anything relating to incorrect configuration (Error) or missing functionality (Bug)
Tasks: Incident management-related tasks.
Suggestions: Suggestions related to changes in the product (Change) or improvements of the product (Improve).
Visits: Incident management-related activities carried out at the customer’s facilities.
Commercial: Activities related to Customer Care (new licenses requests, services renewal, etc.)
New Technology Adaptation: Modification of the product to be adapted to new technologies (SQL versions, browsers, OS, etc.)
Open: Ticket has been submitted to the Help desk but remains pending in the queue.
On hold: Ticket has been assigned to a help desk agent.
Waiting on Customer: Agent replied to the ticket and is waiting for the customer's response.
Appointment scheduled: An appointment is scheduled for a specific task to be carried out.
Implementation pending: The incident can be solved using a newer version than the customer´s, so the product must be updated.
Solved: Agent indicated that the ticket has been solved. Customer has a 5 day period to validate the solution. After that period the ticket will be closed automatically. Otherwise it can be reopened and the process starts over.
Closed: Ticket cannot be reopened.

R + D Research and Development

The Research and Development Dept. is constantly
seeking new innovative solutions to improve
our products and address the
customers' new needs. Additionally,
we carry out on demand developments
for automation processes, which will be
integrated to Loyal platform.

Our investigation model is carried out through four channels:

Product Innovation and improvement: The team is devoted to the research of new technologies, keeping up to date about the worldwide developments, attending international technology and systems events, testing new developments, working on prototypes and developing software testing programs.

Creative Clinic: Customers and our team work together developing new ideas using creativity techniques. Specialists are also brought in to contribute with their knowledge as well as their creativity in order to explore new possibilities. Many of the ideas for our products have been suggested during these clinics.

Custom: Loyal has a specialized team available to assist customers in modifying or adapting the products already installed in order to adapt more specifically to the customers' needs, showing the flexibility of our platform.

Incubator: Aimed at opening the door to the development of new products, this is a space for the team to think creatively, letting the imagination soar, exploring new needs and possible solutions.

Product Validation

Our experts in Software, Quality & Control Systems'
Validation for IT areas in different industries
provide advice, guidance and consulting
services for the validation of
Loyal Solutions products.

Many of our customers belong to the pharmaceutical industry and have addressed the need to provide system validation.
According to certain requirements from different agencies -such as the National Administration of Drugs, Food and Medical Technologies (ANMAT for its abbreviation in Spanish), the Food and Drugs Administration (FDA), European Medicines Agency (EMA), National institute of Food and Drug Monitoring (INVIMA in Spanish), the Federal Commission for protection against Sanitary Risks (COFEPRIS in Spanish), the Brazilian Health Regulatory Agency (ANVISA for its abbreviation in Portuguese)- laboratory management systems must be validated periodically.

Should you have the need for this type of validation, feel free to contact us to obtain Loyal products’ validation. We have experts Computer/Software, Quality & Control Systems’ Validation for IT areas in the Pharmaceutical Industries.