Nottingham-based, specialist provider of electronic quality management systems (EQMS), Formpipe Life Science, has strengthened its customer support and software development offerings with two new appointments. Alison Yeatman has been named as the new support manager, tasked with driving the development of the firm’s customer services department. In addition, Gideon Moyes, the new software developer and support team member, will use his specialised skill set to provide technical advice and support to customers, as well as help to enhance the firm’s product development capabilities.

Formpipe Life Science prides itself on the market-leading technology it offers and relationships that it builds with customers. From its inception it has been dedicated to scouting, investing and training the right people to join it in its mission to help organisations in the life science sector to embrace compliant operations, reduce risk and recognise quality management improvements, by combining expert consultancy and cutting-edge software solutions. 

Alison Yeatman will work to cultivate the customer support service to ensure present and future Formpipe Life Science customers receive the care and assistance that they require. The new support manager is keen to make her stamp by improving the efficiency of the department and streamlining the internal documentation process undertaken by the business, to ensure that day to day operations run as smoothly as possible. Previously Alison held a senior-level position at global clinical trial and technology company, ERT, as the head of customer support. As part of this role, Alison implemented several effective customer management strategies. During her two and a half years at ERT, Alison, set up the company’s 24/7 customer help desk, and improved the customer experience, the feedback was consistently at 95% and above.

With years of experience putting customers first and providing excellent after service care, Alison believes that excellent customer service is the key to a successful business.  Alison is excited to become part of the Formpipe Life Science team, she explains: “The customer services team is on the front line of any organisation, providing a communication channel to customers, dealing with enquiries and supporting the customers in any issues that may arise. It’s about helping an organisation to manage its reputation, through building trust and relationships with customers, so that they know if they have a problem or a question, you are there to assist.”

“I’m really looking forward to bringing my knowledge and proven skills to Formpipe Life Science, I believe that I can further develop customer relationships and raise the customer satisfaction levels even further.”

Hitting the ground running, Gideon will be working on the company’s flagship application, Platina LS, and finetuning the software in anticipation of the next version release. As well as Platina LS, Gideon will be developing and supporting work on the X-Docs, X-Forms and X-Train software. Drawing on his technical knowledge and experience, gained from eight years working in a variety of customer facing roles, Gideon will also be on hand to advise support desk teams and provide expert advice for customers who have technical queries or issues.

With four years’ experience under his belt as a software developer at international healthcare specialist company, Advanced, Gideon will bring a wealth of relevant knowledge to the role. Gideon Moyes, comments: “Joining Formpipe Life Science is a great opportunity for me, it will challenge me as a developer and will give me a chance to learn a completely different software language and experience new systems. I know that I can add value to the organisation and bring my experience to the team, to work to meet our customers’ varied demands and help them to stay compliant, and reap the benefits of the Formpipe Life Science software.”

Formpipe Life Science provides EQMS solutions to enterprise organisations via its Platina LS product, and offers a solution, called X-docs, dedicated to meeting the needs of smaller biotech and pharma businesses.