Insight
GLI EUROPE INTERVIEW James Illingworth
and I think that’s to our advantage, as clients recognise that we want to meet them and understand all aspects of their business, wherever they’re located,” states James. “We’re not saturating them with visits or calls, but rather striking the right balance to meet their needs and expectations.”
Regulations are changing constantly and so it’s vitally important for GLI to update its clients when regulations and legislation is changing, should that be in Romania, Portugal or Lithuania. Ingrained in the detail of legislation and regulation, gathering information is an enormous part of GLI’s work. Constant revision requires constant updates, meaning that the dialogue between client services and its clients is one continuous flow of information. “You strive to be 100 per cent accurate, despite the fact that regulation is changing all the time,” describes James. “So we call in all our experts, review all the documents and we establish what’s the latest situation; we confirm that opinion with the regulators and become that bridge between them and the supplier.”
Aligning the experts within GLI with the key people driving client projects is one of the major parts of James’ job. Client Services liaises with GLI’s technical and compliance team at an early stage to plan the product roadmap; they discuss the protocols their clients are working with, the infrastructure and the network. Te more
knowledge they gather, the easier it is to co- ordinate and co-operate throughout the process. “We align our working systems with those of the client’s, says James. “We outline what they can expect from us and how they can align themselves with our working systems, so that we’re both in sync.”
Every month in the pages of G3 we features news stories detailing the latest staff member joining GLI. During the intense period of recession and the slow climb out of the economic depression in recent years, GLI continued to expand its international team, recruiting additional resources just as the industry as a whole was scaling back on employment. It’s no surprise, therefore, to see GLI today being used by organisations as an extension of their own in-house departments, using GLI’s technical expertise as a bolt-on in- house division. ”Our customers rely on the service we deliver, to the degree that they don’t have to take on extra resources within their own organisations, because we’re able to take that work load and offer better value and service,” comments James.
GLI is as synonymous with games testing as Hoover is to vacuuming, but with that association also brings preconceived notions about suitability and scale, ideas that James’ wants to dispel about the GLI offer. “It’s true that while the size of our organisation, our
structure and in-house expertise, is something that’s relied upon by our clients worldwide, our competitors might say that we’ll be more expensive; that we won’t be able to offer a personalised service etc. etc. So we counteract that by allocating dedicated teams to support every client, offering our knowledge and expertise at the outset, and coming to meet them no matter what their size and scale.
“We welcome everyone to our offices and ensure they understand exactly how we can help them grow their business. If you’re a single market one-man band, GLI can unlock markets around the world, transferring your approvals from one jurisdiction to the next; we can help you grow and advise you as to which markets should be tackled first,” describes James. “We outline the technical requirements and then match them with the commercial opportunities and realities. Yes, GLI is a big company, but that also means we’ve got the size and structure to be able to dedicate resources to small development teams right the way up to international PLCs. We don’t discriminate, we jump straight to the level that’s required to meet our client’s needs.”
Te competitive environment in which GLI operates has intensified over the last half- decade, with a large number of testing laboratories now offering their services to European clients. James and his team are
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