Gelco Customer Service – A Step Above the Rest

Have you ever been frustrated when trying to get a live person when you call a customer service number at your bank? Maybe you’ve had to navigate the automated system to get your credit card balance or searched online help sections feverishly to find a specific answer you were seeking. The advent of technology and the internet have turned many customer service organizations into self help nightmares for those who need a live response to their situation.

At Gelco, we strive to offer multiple outlets for help and support that meet your needs. Recognizing that in this global economy, customers and users exist in all time zones, we have support options available 24 hours a day 365 days a year.

Gelco Service Options:

  • Customer Support Website
    • This site contains everything you need to effectively implement, educate and communicate your Gelco Expense Management solution to your organization. It can be securely accessed via a unique login anytime you have a connection to the internet. If you need more information on how to access the site, please contact Gelco Customer Service. To make sure you don’t miss out on new content, check out the “What’s New” section for the latest updates.
  • Help Files within the Gelco Expense Management Solutions.
    • These files are available to users and Program Administrators anytime. They are geared to provide help on how to use the solution. Included is information on how to submit an expense report, how to approve or reject a report and a multitude of other topics.
  • Self Help
    • Gelco Self Help is an online database that answers the most frequently asked questions from Program Administrators and travelers
    • Self Help is available 24x7 in the navigation bar of the Gelco applications for convenient access
    • Access is based on the user's permission level. There are questions and answers designed uniquely for both Program Administrators and travelers.
    • By using Self Help as your first stop when you have a question you can get your answer quickly and conveniently. 97% of the time people use Self Help they instantly get their resolution! By emphasizing Self Help to your users, PAs are able to significantly cut down on the questions that would otherwise come to them.
  • Gelco Call Center
    • If you don't find your answer in the above resources, you can call or email our call center:
      • customerservice@gelco.com
      • 1 800 444 9532 (ExpenseLink - US and Canada)
      • 1 800 218 2172 (Ceridian Expense Manager Only)
      • +011 952 947 1501 (International)
    • The Gelco Call Center is available Monday - Friday 7AM - 7PM Central time. In most instances we will answer your question or request on the first call or route you to the appropriate representative.

Your Gelco Contact List:
In order to maintain security and privacy of our customer’s information, Gelco will only communicate about account information to those individuals listed on the Gelco contact list. Changes to the list may only be made by someone on the list and should be kept up to date with new hires or other organizational changes. The contact list should include program administrators, maintenance users, reporting users and the controller. If you need to see your current contact list, you can send an e-mail request to Gelco Customer Service.

Gelco Response Times:
Gelco’s top priority is to meet your service needs and requests as quickly and effectively as possible. We handle requests on a first in, first out basis. Fulfilling requests is dependent on Gelco receiving all necessary information from you. We have consistently achieved a 90% first call resolution and 85% first e-mail resolution. If we can not resolve the inquiry on the first call/e-mail, we will follow up within 24 hours as we continue to troubleshoot to complete your request.

Escalation Options:
If you are unsatisfied with the response time or results you receive from any of the above Gelco Customer Service options, please do not hesitate to contact one of Gelco’s Call Center Supervisors Rick_Stutzman@gelco.com or Lisa_Floeder@gelco.com. We will work to resolve your issue as quickly as possible!