Gelco Customer Service – A Step Above the Rest

Have you ever been frustrated when trying to talk to a person rather than a computer when you have called 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 human response to their situation.

At Gelco, we 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 Web Site
    • 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 Support. 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 questions from program administrators and travelers, and provides information. Self Help is available 24 x 7 on the Gelco Travel Manager Web site. Access www.gelcoexpense.com/support and enter your Travel Manager Support login number.
    • For a list of frequently asked questions, click the Frequently Asked Questions link.
    • For interactive self help, click the Online Help Desk link.
    • For per diem rates, click the Monthly Per Diem Rates link.
    • For upgrade information, click the Software Upgrades link.
    • For per diem rates, click the Monthly Per Diem Rates link.
    • To email a support request, click the Email link and follow the instructions to send an email to travel_manager@gelco.com.
  • Gelco Call Center
    • If you don’t find your answer in the above resources, you can call our Technical Support Call Center at 952-944-7744 for Gelco Travel Manager and Gelco Integration Manager.
    • The 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 customers’ information, Gelco will only communicate account information to those individuals listed on the Gelco contact list. Changes to the list may only be made by someone on the list. Therefore, Gelco must be kept informed of new hires and other personnel changes. The contact list should include program administrators, maintenance users, reporting users, and the controller. If you need to review your contact list, send an email request to Gelco Technical Support.

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 90% first resolution and 85% first email resolution rates. If we cannot resolve your inquiry on the first call or email, we will follow up within 24 hours as we continue to troubleshoot 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!