FlexPoints

Each organisation must allocate an individual within their business whose role it is to manage the FlexPoints – the ‘Points Guardian’. You can see who the ‘Points Guardian’ is for your organisation on the Customer Success Portal here.

The designated ‘Points Guardian’ decides who can use your FlexPoints. Only individuals registered as the points guardians can book services on the customer success portal, should others in your business require a service, the points guardian will need to request this on their behalf.

Please contact your Account Manager or Customer Success Manager who will be able to change the points guardian for you. They may request this in writing (email is sufficient), so that we have a record of the request.

When you log onto the Customer Success Portal, if you are the FlexPoints guardian, navigate to MyAccess and select FlexPoints, you will be presented with the screen below.

FlexPoints can be redeemed across multiple products, for any services in the online services catalogue, found on the Customer Success Portal.

Once logged into the Customer Success Portal, click here to access the online services catalogue.

Services can only be booked by your organisation’s Points Guardian. If you are the Points Guardian:

• Log on to the Customer Success Portal
• Click My Access
• Click Services
• Select a Product
• Select a Service

The lead time for a service to be delivered can vary from product to product. We advise customers to plan how they will utilise their FlexPoints throughout the year, so that the work can be scheduled well in advance to avoid any disappointment.

If you are interested in a service that has no charge in points, this service needs to be scoped and assessed by one of our team. Our projects management office will schedule a team member to contact you, to discuss your specific requirements. Following this session, they will then provide you with a quote which you can then accept/reject through the portal.

If you have requested a service and need to cancel the request or the
booking, you need to contact our Projects Management Office
[email protected]. Please note, if the cancellation is
within two weeks of the scheduled delivery, there will be a charge for the service.

Our projects management team usually respond within two business days to your requests made on the portal. If your request has not been responded to within that time,, you can contact the Projects Management Office [email protected] quoting the reference number of your request – you can find the reference number by logging onto the Customer Success Portal, navigating to My Access, FlexPoints and looking at transactions, then reviewing your pending requests.

Your points for the following year will be available to use on the first day of the new year. However, if you need to pull points forward, we provide the flexibility to pull forward up to 30% of FlexPoints from the subsequent year, during the initial term of the contract. E.g. You have a 3-year contract and you’re in Year 1, and you wish to bring forward 30% of points from year 2. Following the initial term, points can only be brought forward if the FlexPoints contract is renewed for a further 3-year period.

Please note that the facility to bring forward FlexPoints is only available for Flexpoints purchased separately under a FlexPoints contract. FlexPoints awarded as part of a Premier Success Plan cannot be brought forward.

If you have a Premier Customer Success Plan, please contact your
designated Customer Success Manager. If you don’t have a Premier CSP, please contact your account manager who can connect you with one of our Professional Services team.

If you wish to purchase additional points, please speak to your Account Manager, or click the contact our team button as highlighted by the green box in the image below, and one of our team will get in touch.